Dear CBA customers and partners,
During the early development stages of our new Asynchronous Live Assist for Dynamics 365 Messaging product, we took a decision to assist brands to more easily identify returning unauthenticated customers using the Web Messaging channel, by leveraging a mechanism provided by our partner called LPVID or LivePerson web messaging visitor identifier.
When an unauthenticated customer communicates via a web browser, they are assigned a Visitor ID that is stored for that specific browser using browser cookie storage. This LPVID can be used within Dynamics to identify and link contact information for returning visitors without needing them to formally authenticate.
Using our Legacy Chat engagements - since they were synchronous and did not persist after the conversation ended - brands who weren’t using authenticated engagements could use a pre-conversation survey bot to identify a customer and manually link new and returning customers to Dynamics contacts.
Using Messaging engagements and the new Conversation Builder bots to gather pre conversation information, brands can currently have new and returning contacts automatically linked for unauthenticated web engagements. When an unauthenticated customer returns and completes the pre-conversation survey, we look for the same LP Visitor ID and match it to the existing customer in Dynamics 365.
However, due to the asynchronous nature of Messaging, and feedback from some of our brands, we’ve identified an undesirable edge case – since it's possible for more than one person to share the same browser on the same machine, the LPVID really only identifies that specific browser and not that specific consumer.
We have noticed that in the cases where a new unauthenticated customer completes a pre-conversation survey on the same Web browser as a previous customer, the previous contact is being linked to the new customer.
While we understand this situation is rare, due to the workflow of some customers this has presented a problem for them and so we would like to remove this automatic mechanism, as we no longer see the value in keeping this mechanism. We are also expecting some performance gains once we remove this mechanism.
What does this mean for you?
Effective 1 February 2025, this mechanism will be removed.
If you currently are using LAD365 Messaging and rely on this mechanism in your workflow, please contact support as soon as possible, so we can assist you with an alternative mechanism to accommodate your workflow.
Please contact us at - support@liveassistfor365.com.
See also: