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Converting Live Assist Bot and Agent Chat Bots to Messaging Bots using Liveperson MSFT 3rd Party Bot Connector

  • Messaging

Updated ~ minute read

This will allow the bot to be registered as a Messaging agent and able to take chats or conversations in the same way as before.

Existing Microsoft Bot Framework bots operating within the Live Assist for Microsoft Dynamics 365 environment will need some modifications to work directly via the LP 3rd party bot connector. The LivePerson 3rd party bot overview is available here https://knowledge.liveperson.com/ai-bots-automation-third-party-bot-connectors.html along with a developer guide here https://developers.liveperson.com/third-party-bots-microsoft-direct-line-introduction.html

Please note that “MS bots” are currently being used with LAD365/Chat and are not compatible with LAD365/Messaging without modification. Instead, we recommend using Liveperson's native Conversation Builder bots (https://knowledge.liveperson.com/ai-bots-automation-conversation-builder-conversation-builder-overview.html) which are a superior choice for messaging and offer an easy-to-use, low/no code bot building application.

If however you still have a need for your current MS Chat Bot, then using them with Conversation Builder bots as a 3rd party is an option, but with the differences and limits mentioned further on.

Additionally, our Professional Services team is willing to provide you with a quote via our Sales channel if you already have a complex MS bot and need assistance constructing a new native LP bot.

Transferring to an agent

The data structure for the transfer request is different between the existing LA365 connector and the Liveperson Connector. This is called out in the developer guide above. In javascript the current call is:

await context.sendActivity(`Attempting to transfer you to the ${ target } skill`);
await context.sendActivity({channelData: {type: 'transfer', skill: target}});

Whereas in the LivePerson connector the call is:

await context.sendActivity({"type": "message", "text": "Optional 
transfer message sent to visitor", "channelData": {"action": {"name": 
"TRANSFER","parameters": {"skill": target}}}});

Valid Skill names for Bots to transfer to

Liveperson imposes a limitation on the skill name format. Skill names have to be in kebab-case
If not, the conversation will not be presented to any agent until the configured timeout is reached and the conversation is again presented to the queue.

Other differences between LAD365 Bot as an Agent and the LP MSFT Bot Connector

  • LP MSFT Bot Connector only responds to message event types, within the onMessage method, however, the context is rich. i.e. Bot activities that are not an explicit response to a consumer message won't be processed.
  • In the LP MSFT Bot Connector there is no visitorContextData but has a similar data structure channelData/Context (as mentioned above)
  • In the LP MSFT Bot Connector, there is no ChatActivity but the bot could create one similar to the Bot as an enabler. However, if the Bot creates the ChatActivity there is also an issue of that being linked with the transfer. Currently, we do that with the context service.
  • LA365 bots respond to onMembersAdded method but LP bots do not.
  • The user type in the Engagement portal is Bot for the LP connector and Human for LA365 Bot.
  • With the LP MSFT Bot Connector, there is the possibility to use Rich Content as defined in the LP model.

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