Live Chat & Text Migration

Improving how you interact with your customers through Live Chat & Text

Access the new Live Person platform

If you are using the app, please download the new “LivePerson Agent App” when the new system is live and remove the old Live Person Automotive app from your device.

How To Guides

A screenshot of the new Live Person platform

User Guide

Giving you a step by step guide for setting up agents on the new LivePerson platform.

The user guide also gives you an overview of how to use the new platform, including how to answer chats and set up new chat operatives.

Please note, you can only set up users if you are the “Chat Manager”.

Download

Video Guide

A video guide to help set yourself up on the new platform.

The video guide also gives you a visual run through of the platform, including how to answer chats and set up chat operatives.

Please note, you can only set up users if you are the “Chat Manager”.

Need help?

Complete the form to request support with setting up your new account.

We have various options to support you in setting up your new LivePerson account, including webinars and individual training.

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Frequently Asked Questions

The current admin user on your chat/text account needs to type in their email address on the new platform and choose the option to reset their password. The new platform is linked here. If you are currently set up as a chat operative and not an admin user, you won’t be able to use your current email to migrate.

Yes. 2 weeks before your migration date you will be given the option to migrate early in preparation, this will give you time to familiarise yourself with the new platform. Your migration date can be found on any email you’ve received from us about the migration. However, you will not receive any leads on the new platform before your given migration date.

No. After you’ve migrated you will need to use the new platform to chat. You will however be able to review old activity until the end of April should you need to.

Yes, you will be able to access chat history until the end of April.

A Chat Manager has the permission level required to set up chat operatives in the system as well as view consolidated reporting (these are equivalent of admin users in the current system).

Chat operatives (those who answer chats) will not be moved over to the new platform automatically, so you will have to create them in the new system. This only takes a few minutes and ensures that all your information and operatives are fully up to date and secure.

All messages will need to be answered directly through the Live Person platform for both chats and texts – these will be flagged in the same way as they are today either on the app or using the website. If you are offline with chat and the chatbot captures a lead on your behalf, this will be emailed over to you to follow up.

Yes, we have a team to support you throughout the migration. You can email them at livepersonmigration@autotrader.co.uk and they will be able to support you in setting yourself up and showing you around the new platform.

If you are experiencing technical issues with Live Chat when you are trying to migrate, please call our Technical Support Team on 0345 111 0002.

You can easily check where you email leads are being sent to by clicking on the ‘manage users and skills’ menu followed by ‘skills’ from the menu. In the description area of the visible table, you’ll be able to view the email address your email leads are currently being routed to, this will be exported over from your existing account in the current platform. If the email address isn’t correct please contact livepersonmigration@autotrader.co.uk