LiveEngage Setup Guide Welcome to the LivePerson community! Congratulations on joining the worldwide
movement toward digital engagement to satisfy customers and increase sales.
This guide is just one of many support resources you have at LivePerson. Follow the steps below to connect with
LiveEngage. Once connected, we’ll show you how to launch your first chat engagement and your first content banner.
Connect your websiteCopy the LiveEngage Tag onto your website pages to connect our software. It’s just two simple steps.
Page 2
Set up a chat engagementCreate your first chat engagement and run a campaign that supports your business goals.
Page 3
Create a content banner campaignSet up a content banner promoting a special offer or key selling point and serve it to your visitors at the ideal moment when the stakes are high.
Page 10
Track your successTake advantage of our powerful features and reporting tools to keep you informed and on track.
Page 17
2 © 2014 LivePerson, Inc.
Connect your website
Copy the LiveEngage Tag onto your website pages.The first task is connecting your website to our software. It’s called “tagging.” A tag is a snippet of HTML code that you
insert on your web pages. We suggest that you tag all of your pages. Here’s how it’s done.
Once you are logged in to LiveEngage:
1. Open the menu at the top right hand of your screen (the down arrow button). Click on LiveEngage Tag and copy the code.
2. It looks like a big chunk of code. Don’t be alarmed. Look at the visual on this page before you access your website’s source code (HTML)
for the pages you have chosen to tag, and paste the LiveEngage code beneath the first <body> tag you’ll find at the top of your page.
When you’re done, it should look like this:
<body>
<!-- BEGIN LivePerson Monitor. --> <script type=”text/javascript”> window.lpTag=window.lpTag||{};if(typeof window.lpTag._tagCount===’undefined’){window.lpTag={site:’90132764’||’’,section:lpTag.section||’’,autoStart:lpTag.autoStart===false?false:true,ovr:lpTag.ovr||{},_v:’1.5.1’,_tagCount:1,protocol:location.protocol,events:{bind:function(app,ev,fn){lpTag.defer(function()
...
...
dbs||[],ctn:lpTag.ctn||[],sdes:lpTag.sdes||[],ev:lpTag.ev||[]};lpTag.init();}else{window.lpTag._tagCount+=1;} </script>
<!-- END LivePerson Monitor. -->
And that’s it! Repeat these two simple steps for each of the website pages where you want to engage with your customers.
Helpful Tagging Resources
More of a visual person? Watch
this tagging video for step-by-
step instructions.
Log in and chat with us. You’ll
find a chat window on every
page for relevant support.
Tip
LiveEngage is most impactful when
tagged on as many of your web pages as
possible. That way you can target visitors
and serve messages anywhere as things
arise (e.g. a last minute promotion).
3 © 2014 LivePerson, Inc.
Set up a chat engagement
Set up your first Chat Engagement campaign.Is a customer hesitating? Is she spending too much time in an endless cycle of review? Did he leave, and then return?
Engage with visitors when they can’t make up their minds, and assist them through the purchase cycle.
You’ll be setting up the basic parameters in steps 1 through 5, before moving on to design and publication in steps 6 through 9
Log in to LiveEngage and click the Campaigns tab with the small tag icon in the upper left corner of the page.
From there:
1. Click on + Add Campaign located on the bottom left to create your Chat Engagement. Next, type in your own campaign name in the
top field (it currently says Campaign 1). Hit <return> and your page will refresh.
2. Next, click + Add Goal to access the Goal library page. Goals are an important part of LiveEngage. Not only do they help you clarify what
you want to accomplish through the campaign, but they are central to the reporting and conversion tracking functions.
Tip
There are several fields throughout the
process in which you get to choose
names or set definitions. Use your
intuition and what is common language
in your company. You may be using this
campaign again in the future!
Chat Engagement Resources
More of a visual person? Watch
this Chat Engagement video
for these same step-by-step
instructions.
Log in and chat with us. You’ll
find a chat window on every
page for relevant support.
4 © 2014 LivePerson, Inc.
Set up a chat engagement
On this page click on + Add new to move to the Add new goal page and give your goal a name. Do you want to boost sales?
Reduce bounce rates? It’s up to you. Fill in a name and hit <save>.
3. On the same page, select a goal type. Use the ones provided, or create your own in Other.
Once you click, you’ll be presented with an Indicator: field. The word indicator refers to the performance outcome that relates to your
goal. For example, if your goal is to increase page views, the performance indicator is the number of pages.
In the case of the example below, since the goal is to increase sales, the indicator is the URL of the page where people go once they
bought the product after engaging with your chat campaign.
Chat Engagement Resources
More of a visual person? Watch
this Chat Engagement video
for these same step-by-step
instructions.
Log in and chat with us. You’ll
find a chat window on every
page for relevant support.
5 © 2014 LivePerson, Inc.
Set up a chat engagement
Type in your URL and click Save in the bottom right-hand corner of your screen.
Your Goal library page now includes this goal. Click Done in the bottom right-hand corner.
Tip
Information is gathered through this
process to track success of your Chat
engagement campaign. This information
can be found in the Agent and Campaign
Dashboards (see page #).
Chat Engagement Resources
More of a visual person? Watch
this Chat Engagement video
for these same step-by-step
instructions.
Log in and chat with us. You’ll
find a chat window on every
page for relevant support.
6 © 2014 LivePerson, Inc.
4. You’ll land on the following page:
Hover over All visitors to choose your target audience. If you’d like to target everyone who visits your website, leave this field alone.
But if you’d like to target a specific audience, click Edit.
Next, click + Add new.
Fill in the fields relating to the target audience you have chosen. When you are done, click Save.
Notice that your new target audience has been added to your Target audience library page. Come back anytime and your settings are saved.
Click Done.
Set up a chat engagement
Tip
A big advantage with LiveEngage is that
you can target all your visitors or pick
specific ones based on a variety of factors,
such as geography, device used, new vs.
returning visitor, search term used, etc.
Chat Engagement Resources
More of a visual person? Watch
this Chat Engagement video
for these same step-by-step
instructions.
Log in and chat with us. You’ll
find a chat window on every
page for relevant support.
7 © 2014 LivePerson, Inc.
5. Next, hover over Campaign time frame to set your dates and hours. This feature is ideal if you have a limited-time promotion that begins
and ends on specific dates. If you want it to run indefinitely, you can simply skip this step. If you later decide to stop this campaign, you
can come back and click Unpublish.
Click Done.
Now that you’ve set your basic parameters - in steps 6 through 9 you’ll add your engagement, customize it, choose location and visitor behavior, and then … you’re done!
6. Click + Add engagement (directly beneath Target audience) to access our Engagement template gallery.
Choose from a variety of design options from the gallery to customize, or create your own from scratch.
If you’re a beginner, we suggest starting with one of our designs and customizing from there.
Highlight your choice by clicking on it, then click Next (bottom right of page).
You’ll land here. Click in your banner design to get your menu of design options. It’ll look like this:
Set up a chat engagement
Tip
In our Engagement Studio, you can pick
colors, fonts and messaging to match
your website, and you can even change
the picture. Click on the “eye” icon above
the workspace to see a preview of it on
your page. Cool, huh?
Chat Engagement Resources
More of a visual person? Watch
this Chat Engagement video
for these same step-by-step
instructions.
Log in and chat with us. You’ll
find a chat window on every
page for relevant support.
8 © 2014 LivePerson, Inc.
Above all, have fun! When you’re done, click Next to see the chat window. Now customize your Chat window.
When you’re done, click Next. You’ll land here:
Set up a chat engagement
Hover and click Edit to edit location
Hover and click Edit to edit visitor behavior
Chat Engagement Resources
More of a visual person? Watch
this Chat Engagement video
for these same step-by-step
instructions.
Log in and chat with us. You’ll
find a chat window on every
page for relevant support.
9 © 2014 LivePerson, Inc.
7. First, give your Engagement a name.
Next, hover over Location and click on Edit. Choose where on your website you want the Chat engagement to be displayed from the
Location library page (e.g. shopping cart, support pages, etc.). As a beginner, we suggest that you choose Entire website. Or feel free to
add a new location.
If you chose a specific location, be sure you include the URL. Click Save. Then click Next.
8. Look for Visitor Behavior and click on Edit to define the visitor behavior that will trigger the Chat engagement you just created. For
example, a behavior can be abandoning a sign-up process or being on a page for a over 30 seconds.
If you are just starting out, we recommend that you choose All behaviors. This will provide powerful insight into how your customers
behave throughout your website.
After you’ve chosen, click Done.
9. Click on the Publish button in the upper right.
Congratulations. You’re done!
Set up a chat engagement
Chat Engagement Resources
More of a visual person? Watch
this Chat Engagement video
for these same step-by-step
instructions.
Log in and chat with us. You’ll
find a chat window on every
page for relevant support.
10 © 2014 LivePerson, Inc.
Create a content banner campaign
Set up your first Content Banner campaign.Perhaps you have a special offer that’s best served in high stakes situations. Maybe you want to point something out or
make a suggestion at a particular moment in the visitor’s journey. Or maybe you just need something to display in place
of Chat engagements while you’re out of the office. Create a banner or special announcement.
You don’t need to use Chat to make a meaningful connection with your visitors. Plus, you can’t always be available for
chats. In fact, many companies simply don’t have the resources to manage live chat 24/7.
Not to worry. You can create a banner for a holiday sale or special announcement and display it 24/7 throughout your
website. The possibilities are endless.
Creating a Content Banner Campaign is similar to creating a Chat Engagement. There are a couple of key differences.
Log in to LiveEngage and click the orange Campaigns tab in the upper left corner of the page. From there:
1. Click on + Add Campaign located on the bottom left to create your chat.
Next, type in your own campaign name in the top field (it currently says Campaign 1). Hit <return> and your page will refresh.
2. Next, click + Add Goal to access the Goal library page. On this page click on + Add new to move to the Add new goal page and give your
goal a name. Do you want to boost sales? Reduce bounce rates? It’s up to you. Fill in a name and hit <return>. Your page refreshes.
On the same page select a goal type by clicking on your choice. Use the ones provided, or create your own in Other. Once you click,
you’ll be presented with an Indicator: field. Type in the URL that you want your customers to land on once they purchase a product via
this Content campaign. Your page will look like this:
Helpful Content Banner Resources
More of a visual person?
Watch this Content
Engagement video for
step-by-step instructions.
Log in and chat with us. You’ll
find a chat window on every
page for relevant support.
Tip
There are several fields throughout the
process in which you get to choose
names or set definitions. Use your
intuition and what is common language
in your company. You may be using this
campaign again in the future!
11 © 2014 LivePerson, Inc.
Create a content banner campaign
Once again, type in the URL of the page you want your customers to land on once they purchase via your new Content
Banner campaign.
Type in your URL and click Save in the bottom right-hand corner of your screen.
Your Goal library page now includes this goal. Click Done in the bottom right-hand corner.
Tip
Information is gathered through this
process to track success of your Content
Banner campaign so that you can test
and optimize. This information can
be found in the Agent and Campaign
Dashboards (see page #).
Helpful Content Banner Resources
More of a visual person?
Watch this Content Engagement
video for
step-by-step instructions.
Log in and chat with us. You’ll
find a chat window on every
page for relevant support.
12 © 2014 LivePerson, Inc.
Create a content banner campaign
3. You’ll land back on the following page:
Hover over All visitors to choose your target audience. If you’d like to target everyone who visits your website, leave this field alone.
But if you’d like to target a specific audience, click Edit.
Next, click + Add new.
Fill in the fields according to the target audience you have chosen. When you are done, click Save.
Notice that your new target audience has been added to your Target audience library page.
Click Done.
Tip
A big advantage with LiveEngage is that
you can target all of your visitors or pick
specific ones based on a variety of factors
such as geography, device used, new vs.
returning visitor, search term used, etc.
Helpful Content Banner Resources
More of a visual person?
Watch this Content Engagement
video for
step-by-step instructions.
Log in and chat with us. You’ll
find a chat window on every
page for relevant support.
13 © 2014 LivePerson, Inc.
Create a content banner campaign
4. Hover over Campaign time frame and set your dates and hours. Click Done. This feature is ideal if you have a limited time promotion
that begins and ends on specific dates. If you want it to run indefinitely, you can simply skip this step. If you later decide to stop this
campaign, you can come back here and click Unpublish.
5. Click + Add engagement (directly beneath Target audience) to access our Engagement template gallery.
Heads up! This is where you switch from a Chat Engagement to a Content Campaign.
Click on the down arrow next to Chat where indicated above, and choose Content instead.
Once you choose Content you’ll be presented with our Engagement template gallery. It looks like this:
Helpful Content Banner Resources
More of a visual person?
Watch this Content Engagement
video for
step-by-step instructions.
Log in and chat with us. You’ll
find a chat window on every
page for relevant support.
14 © 2014 LivePerson, Inc.
Create a content banner campaign
Choose from a variety of different banner formats. For example, our toaster banner pops up (hence the name).
The slide out banner...well, you can image what that one does.
This is where you start creating your content banner. For beginners, we suggest choosing one of our templates to engage
with your customers as quickly as possible. Once you become more familiar, go ahead and try creating one from scratch. It’s fun.
Click on your choice and click Next in the bottom right of your screen.
Helpful Content Banner Resources
More of a visual person?
Watch this Content Engagement
video for
step-by-step instructions.
Log in and chat with us. You’ll
find a chat window on every
page for relevant support.
15 © 2014 LivePerson, Inc.
Create a content banner campaign
6. You’ll land in our Engagement Studio below. Click inside the box on each element to customize your design.
Pick colors, fonts and messaging to match your website. You can even change the picture.
When you’re done, click Done.
7. You’ll land on a page that looks like this:
Use these buttons to control:
Size & Placement, Background,
Add element, Preview, and Settings
All elements on the banner
are editable and customizable
Helpful Content Banner Resources
More of a visual person?
Watch this Content Engagement
video for
step-by-step instructions.
Log in and chat with us. You’ll
find a chat window on every
page for relevant support.
16 © 2014 LivePerson, Inc.
Create a content banner campaign
8. This is where you decide where on your site it will be placed. The default is your entire site. If you want to specify, hover over
LOCATION and click on Edit. Choose where on your website you want the Chat bubble to be displayed from the Location library page.
Make sure you include the URL. Click Save. Then click Done.
9. This is where you choose visitor behaviors to target. Choose all behaviors if you do not have a preference. Otherwise, look for
VISITOR BEHAVIOR and click on Edit to define the visitor behavior that will trigger the Contact campaign you just created.
Once you choose, click Done.
Click on the Publish button in the upper right hand corner of your screen, and congrats! You’re live!
Next, find out how your Chat and Content Banner engagements are actually performing. That way you can learn, tweak,
and optimize until your site is a fine-tuned revenue generating machine.
Tip
Example visitor behaviors include things
like hesitating on a purchase page for 30
seconds or (insert another example here).
Helpful Content Banner Resources
More of a visual person?
Watch this Content Engagement
video for
step-by-step instructions.
Log in and chat with us. You’ll
find a chat window on every
page for relevant support.
17 © 2014 LivePerson, Inc.
Track your success
Track your success with LiveEngage.Customer service agents, managers, supervisors and marketing managers all have tools at their fingertips to monitor and
track success throughout Chat engagements and Content banners.
To monitor and track your performance, you have the full Agent dashboard and the full Campaign Dashboard.
There is also a Data Bar that runs across the top of your screen. What is displayed in the Data Bar depends on who
you are and what task you are engaged in.
The Data Bar looks like this:
If you are in Campaign tab, you will see data in real time that is related to your campaign.
If you are in the Users tab, you will see agent-data in real time that tracks your performance.
But you also have access to more robust information in our full dashboards. Follow the instructions below.
Helpful Data Resources
Log in and find a chat window
on every page for relevant
support. See how it works
in this short video.
Log in and chat with us. You’ll
find a chat window on every
page for relevant support.
18 © 2014 LivePerson, Inc.
Track your success
Accessing the Agent Dashboard
Click on the VISITORS tab at the top left of your page.
Click on the down arrow, indicated above. You now have access to your performance and measurements!
Keep track of your performance in real time so that you can take the necessary steps to meet your goals.
Accessing the Campaign DashBoard
Click on the orange CAMPAIGNS tab at the top left of your page.
Click on the down arrow, indicated above.
Here you’ll find a wealth of data for measuring success and generating reports:
• Engagements per goal type
• Conversion rates
• Goal reached per goal tpe
• Conversions after chats
Tip
Both dashboards are live and
continuously updated.
Helpful Data Resources
Log in and find a chat window
on every page for relevant
support. See how it works
in this short video.
Log in and chat with us. You’ll
find a chat window on every
page for relevant support.
19 © 2014 LivePerson, Inc.
Track your success
Chat agents can access current chats and monitor their performances. And supervisors can monitor
activity on the website in real time, track team performance, and generate reports.
Thanks for downloading this Guide. We hope it was helpful. Just remember, you can always reach us by logging in to LiveEngage and clicking on a chat window (present on every page) for relevant support.
Helpful Data Resources
Log in and find a chat window
on every page for relevant
support. See how it works
in this short video.
Log in and chat with us. You’ll
find a chat window on every
page for relevant support.
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