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Compliance Archiving for LivePerson

Eric Franzen
Updated

Overview

Nuclei provides LivePerson customers with the ability to automatically export, enrich, and archive all communications taking place within the LivePerson Conversational Cloud, including:  

  • Chat Messages
  • Chat Message Metadata

The integration is based on the LivePerson's Connector API and the LivePerson Messaging Interactions API which enable Nuclei to receive and archive LivePerson chat messages and related metadata in real-time. To enable connectivity customers must install a new  app in the LivePerson Connector App Hub (enables real-time event processing). Additionally, API keys must be created to enable Nuclei access to the Messaging Interactions API .

Afterwards, Nuclei will automatically receive chat events that take place in the customer's LivePerson environment in real-time enabling archival and further processing in other 3rd party applications including the Smarsh Connected Archive. 

 

Prerequisites

  • LivePerson Conversational Cloud 
  • LivePerson Connector App Hub 
  • LivePerson Conversation Cloud API Keys 
  • List of LivePerson Skills (optional for selective archiving use cases)

 

Scope

LivePerson

Supported Events

The following types of LivePerson Conversational Cloud events are supported for archiving:

  • Chat Messages (source: ms.MessagingEventNotification.ContentEvent)
  • Chat Messages (source: ms.MessagingEventNotification.RichContentEvent)

Archiving of the following types of LivePerson events is not supported at present:

  • Conversation State Changes (Started, Closed)
  • Chat State Events (Typing, Typing Paused)

Supported Metadata

The following types of metadata are supported for each chat message:  

  • Conversation ID
  • Conversation Sequence
  • Date / Time
  • Message Content (chat messages)
  • Agent ID
  • Agent Full Name
  • Agent Login Name
  • Consumer Name
  • Consumer Email (when available)
  • Rich Message Content (text portion only)

Selective Archiving

The following types of metadata can be used for triggering selective archiving:

  • LivePerson Skill ID

 

Supported Archives

The following archiving destinations are supported for Liveperson Archiving:

  • Dell EMC SourceOne
  • Global Relay Archive
  • Micro Focus Digital Safe
  • Mimecast Cloud Archive
  • Proofpoint Enterprise Archive
  • Smarsh Enterprise Archive
  • Smarsh Professional Archive
  • Veritas Enterprise Vault
  • ZL Unified Archive

 

TLDR

  1. Create a new app in the LivePerson Connector App Hub
  2. Create new Conversational Cloud API Keys
  3. Create new provisioning request with Nuclei
  4. Complete onboarding session to review configuration and downstream archiving requirements

 

Getting Setup

Installation

Create a new app in the LivePerson Connector App Hub

  1. Login to LivePerson Connector App Hub 
  2. Select "Create app"
  3. Configure the following in "Application Installation Details":
    1. Application Name: Compliance Archiving for LivePerson
    2. Description: Compliance Archiving for LivePerson
    3. Webhooks Endpoint: blank
  4. Configure the following in "Advanced Webhooks configuration":
    1. AcceptStatusEvent: blank
    2. ChatStateEvent: blank
    3. ContentEvent:
      1. Endpoint: "{enter the API endpoint provided by Nuclei}"
      2. Headers: blank
    4. RichContentEvent
      1. Endpoint: "{enter the API endpoint provided by Nuclei}"
      2. Headers: blank
    5. ExConversationChangeNotification: blank
  5. Select "Install"
  6. Submit the following information to Nuclei:
    1. Application ID
    2. Application Secret 

Create new Conversational Cloud API Keys

  1. Login to LivePerson
  2. Select "Manage Campaigns and Engagements"
  3. Select "Data Sources", then select "API"
  4. Select "Add new"
  5. Configure the following in "Application Details":
    1. Application Details: Compliance Archiving for LivePerson
    2. Developer Name: Nuclei, Inc.
  6. Configure the following in "Select APIs":
    1. Dropdown the list of  "Data" APIs
      1. Activate "Conversation History / Messaging Interactions"
    2. Dropdown the list of "Administration" APIs
      1. Activate "Users" (read only) 
      2. Activate "Skills" (read only)
  7. Select "Save"
  8. Submit the following authentication details to Nuclei
    1. App Key
    2. Secret
    3. Access Token
    4. Access Token Secret

Create new provisioning request with Nuclei

  1. Browse to the Nuclei Help Center, and select "Submit a request"
  2. Select "Provisioning (LivePerson)", and enter the following:
    1. LivePerson Account ID
    2. Connector App - Application ID
    3. Connector App - Secret
    4. API App Key
    5. API Secret
    6. API Access Token
    7. API Access Token Secret
    8. LivePerson Skills (optional)
  3. Select "Submit"

Afterwards, Nuclei will provision the new feed within 24 hours. 

 

Usage

Utilization varies, and will depend on the downstream archive being used. 

Example (Smarsh Professional Archive)

  1. Login to https://app.smarsh.com 
  2. Select Search > New Search 
  3. Select Content, and replace "All Content" with "LivePerson" 
  4. Select "Search"
  5. Select a LivePerson conversation from the search results.
  6. Review chat messages.

For more information on the Smarsh Connected Archive, please visit Smarsh Central 

 

Uninstallation 

  1. Create new deprovisioning request with Nuclei 

 

More Information

For more information on Compliance Archiving for LivePerson and for a demonstration of related capabilities please contact Nuclei's sales team at hello@nuclei.ai. 

 

Thanks!! ✌️

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