SaaS

LivePerson

Connect LivePerson to Ploy to see every LivePerson Conversational Cloud user and bot, whether they are enabled, the profiles they hold, and the agent groups they belong to or manage. Ploy can also create LivePerson users with a profile, and delete users.

The LivePerson integration is in beta. It was built from LivePerson's published API documentation and has not yet run against a live LivePerson account, so your connection may be the first. The first step of setup is a consent checkbox: while the integration is in beta, you agree that Ploy may record redacted error data. That means error responses from LivePerson with secrets and personal information removed, captured only to help us fix problems with the integration.

What you need

  • A LivePerson user with the Administrator role, who can open the Management Console.

  • Your LivePerson account number. It appears at the top of Conversational Cloud and on the login page.

Step 1: Create an application in LivePerson

  1. Sign in to LivePerson Conversational Cloud as an administrator.

  2. Open the Management Console and search for Application Install.

  3. Choose Create Application. Give it a name such as Ploy, choose the client credentials grant type and add the users.external scope.

  4. Save the application, then open it with Edit and copy its client ID and client secret.

Step 2: Connect LivePerson in Ploy

  1. In Ploy, go to Integrations, find LivePerson and choose Connect.

  2. Tick the beta consent checkbox.

  3. Enter your account number, client ID and client secret.

  4. Choose Test connection, then Save.

Ploy finds your account's region automatically, so you do not need to enter a server address.

What Ploy shows

  • Enabled users appear in LivePerson's access list, with each profile they hold as an entitlement.

  • Disabled users appear as identities without access.

  • Bots and system users appear as non-human identities.

  • Each agent group appears as a group, listing its members and its managers.

LivePerson does not report whether users use multi-factor authentication, and Ploy does not yet show when LivePerson users last signed in.

What Ploy can change

  • Create a user with one profile. The new user sets their own password the first time they sign in, and a new agent joins your top-level agent group.

  • Delete a user.

To enable or disable a user, or change their profile, use LivePerson directly.

Troubleshooting

  • LivePerson has no account with that account number: check the number shown at the top of Conversational Cloud.

  • LivePerson rejected the client ID and secret: check both values on the application in Application Install.

  • LivePerson refused to list users: add the users.external scope to the application.

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