# LivePerson — Customer Service & Helpdesk

LivePerson by LivePerson, Inc. holds a panel rating of 3/5 from 6 AI judges (category median 2.5/5), as of 2026-11-04. Provenance: provenance unknown; sovereignty: not determined.

- Vendor: LivePerson, Inc. (https://www.liveperson.com)
- Category: [Customer Service & Helpdesk](https://whats-best.ai/software/customer-service.md)
- Provenance (editorial classification): provenance unknown
- Canonical page: https://whats-best.ai/software/customer-service/liveperson
- Alternatives: https://whats-best.ai/software/customer-service/liveperson/alternatives ([markdown](https://whats-best.ai/software/customer-service/liveperson/alternatives.md))
- Data as of: 2026-11-04 · evaluated 2026-11-04 · oldest source captured 2026-11-03

**AI-generated.** Every score, rationale and verdict here is written by a panel of AI judges from public evidence — an analysis, not a hands-on test. Every fact quotes the vendor page it was read from. No score can be bought. How scores are made: https://whats-best.ai/methodology

## At a glance

- Vendor: LivePerson, Inc.
- Headquarters: Not stated on the vendor’s pages as of 3 Nov 2026
- Data hosting: Not stated on the vendor’s pages as of 3 Nov 2026
- Free plan: Not stated on the vendor’s pages as of 3 Nov 2026

## The panel's verdict

LivePerson Conversational Cloud earns its strongest scores on integrations and omnichannel, both clustering at 6 to 7. Judges credit out-of-the-box connectors for Facebook Messenger, Google My Business, Apple Messages for Business, LINE and SMS via Twilio, voice with transcripts and recordings in one agent workspace, REST APIs with published rate limits, and a Salesforce package that shows and creates CRM records inside the conversation. Ticketing core sits at 4 to 5 because the queue and wait-time APIs are documented as part of a legacy chat product facing deprecation. The genuine splits are knowledge and self-service and customer data protection, both spanning 4 to 7. On knowledge, higher scores reward articles served to consumers by bots and agent-side recommendations; lower scores rest on captured pages showing no public help centre or deflection reporting. On data protection, the top score of 7 prizes an erasure API documented to unusual depth, while the bottom of 4 weighs unstated guardrails: data processing agreement, retention rules, audit log. Sovereignty scores span 0 to 0 — no hosting, contracting-entity or subprocessor facts were captured.

**Speaks for it:**
- Erasure is documented end to end: a Personal Data Deletion API with four scopes, execution within 30 days and a five-day cancellation window.
- Voice and messaging land in one agent workspace, with transcripts, recordings and context-preserving warm transfers.
- The developer centre documents REST APIs with published rate limits, a webhooks notification service and a connector sample app.
- Agents see and create Salesforce contacts, leads, accounts and opportunities inside the conversation, with transcripts stored in the CRM.
- KnowledgeAI articles carry validity windows and three restorable backup versions, and bots serve them to consumers.

**Held against it:**
- The queue-state and wait-time APIs are documented against a legacy chat product facing deprecation, with a replacement the captured pages do not detail.
- The Salesforce sync runs one way, from Conversational Cloud to Salesforce only, and the widget is not Lightning-ready.
- We found no public information on a data processing agreement, automatic retention rules, an audit log or agent role permissions.
- We found no public information on an email channel or a customer portal where requesters see their own tickets.
- Deletion requests are capped by default at 100 per calendar month, changeable only through the account team, and the API is documented as not meant for mass deletion.

**Best for:**
- You bring voice and messaging together and want transcripts, recordings and context-preserving warm transfers in a single agent workspace.
- You build custom integrations and want documented REST APIs with published rate limits, a webhooks notification service and a connector framework with a sample app.
- You must run GDPR erasure through a documented API with defined scopes, a 30-day execution window and a cancellable grace period.
- Your Salesforce-first agents need to view and create contacts, leads, accounts and cases without leaving the conversation.

**Avoid if:**
- You manage your team against SLA policies with breach warnings, priorities and escalation chains; the captured pages document wait-time histograms against legacy endpoints, not managed SLAs.
- You need two-way CRM sync; the Salesforce integration transfers data one direction only, from Conversational Cloud to Salesforce.
- You expect high volumes of erasure requests; the API is documented as not meant for mass deletion and defaults to 100 requests per calendar month.
- You want voice bots and messaging bots in one bot group; the pages state transfers between them are not supported.

## Scores by judge and criterion

Scores out of 5, each judge scoring independently against the published rubric (v2). "n/r" = not rated: the vendor publishes no price, or the judge found no public information on that criterion.

| Criterion | The Support Lead | The Agent Advocate | The Data Protection Officer | The Shop Operator | The Integrator | The Skeptic |
| --- | --- | --- | --- | --- | --- | --- |
| Ticketing, queues & SLA | 2/5 | 2.5/5 | 2.5/5 | 2.5/5 | 2/5 | 2/5 |
| Channels in one queue | 3/5 | 3.5/5 | 3/5 | 3/5 | 3/5 | 3/5 |
| Knowledge base & deflection | 3/5 | 3.5/5 | 3/5 | 3/5 | 2/5 | 2.5/5 |
| Customer data protection | 2/5 | 2.5/5 | 3.5/5 | 3/5 | 2.5/5 | 3/5 |
| Integrations & API | 3/5 | 3/5 | 3/5 | 3/5 | 3.5/5 | 3.5/5 |
| European sovereignty | n/r | n/r | n/r | n/r | n/r | n/r |
| Pricing transparency | n/r | n/r | n/r | n/r | n/r | n/r |
| **Weighted verdict** | **2.5/5** | **3/5** | **3/5** | **3/5** | **3/5** | **3/5** |

### The judges

- **The Support Lead** (v1.0): Runs a team of twelve against an SLA the sales team promised. Wants routing that reflects skill, timers that warn before they breach, and reporting she can take to a quarterly review. Reads "AI-powered" as a claim to be checked against the queue on a Monday morning.
- **The Agent Advocate** (v1.0): Has answered tickets for six years and judges every tool by the hundredth reply, not the first. Wants search that finds the old thread, macros that save real keystrokes, and one screen rather than four tabs. Treats agent-activity dashboards as a smell.
- **The Data Protection Officer** (v1.0): Sees a ticket archive for what it is: years of personal data customers typed themselves, including the things they should not have. Wants retention that executes, redaction, an audit of who read what, and an answer on whether vendor support can open a ticket.
- **The Shop Operator** (v1.0): Handles "where is my parcel" at volume and needs the order in front of the agent without a second login. Judges omnichannel by whether WhatsApp and the shop actually land in one queue, and deflection by whether the ticket count falls in December.
- **The Integrator** (v1.0): Has to wire the helpdesk into a CRM, a shop and an identity provider that all predate it. Wants a documented API with rate limits, webhooks that retry, SCIM, and a sandbox. Reads a partner-contact form on an integrations page as a missing API.
- **The Skeptic** (v1.0): Counts the channel logos on the marketing page, then asks which of them share one queue and one history. Reads for the tier where SLA policies begin, what a "light agent" may actually do, and whether the AI summariser is included or metered.

## European sovereignty — proven facts

No sovereignty finding yet.

## Key facts

Each fact is the vendor's own statement, cited to the source page it was read from ([S*n*] → Sources).

**Compliance**
- GDPR: yes [S1]
- GDPR: yes [S5]

**Integrations**
- APIs used: Data: Engagement History · Administrations: Skills [S10]
- Channels: messaging channels integrations listed among products [S1]
- Clickjack protection: built-in clickjacking protection · yes [S10]
- Converted leads limitation: transcript for converted leads · no [S10]
- Custom fields mapping constraint: Text · 255 [S10]
- Custom object requirement: Lookup field on Chat Transcript object [S10]
- Ie11 not supported: IE11 · no [S10]
- Install package URL: https://login.salesforce.com/packaging/installPackage.apexp?p0=04t1C000000lIZ4 [S10]
- Lead assignment rules: yes · yes [S10]
- Lightning not ready: no [S10]
- Oauth setup: Consumer Key · Consumer Secret · Access Token · Access Token Secret [S10]
- Overview bubble field limit: 5 [S10]
- Participantid link: consumerId maps to participantId in Messaging Interactions API consumerParticipants array [S9]
- Person accounts not supported: Person accounts · no [S10]
- Predefined parameters count: 55 [S10]
- Record creation objects: leads · opportunities · accounts · cases [S10]
- Related APIs: Engagement History API · Messaging Interactions API [S8]
- Related list field limit: 4 [S10]
- Report type: yes · Chat Transcript [S10]
- Salesforce supported: Salesforce · Conversational Cloud · yes [S10]
- Service console support: yes [S10]
- Skills required: yes [S10]
- SLA histogram endpoint: https://{domain}/operations/api/account/{accountID}/sla · GET [S3]
- SLA histogram groupids param: all · no [S3]
- SLA histogram histogram param: 0,15,30,45,60,90,120 · no · 5 [S3]
- SLA histogram skillids param: all · no [S3]
- SLA histogram timeframe max: minutes · yes · 1440 [S3]
- SLA histogram version param: v=1 · yes [S3]
- Supported API docs: Agent Widget SDK · Engagement History API · Messaging Interactions API [S10]
- Sync daily: 24 · 48 [S10]
- Sync direction: one_way_liveperson_to_salesforce [S10]
- Sync manual limit: 30 [S10]
- Sync periodic: every 3 hours · 6 · 8 [S10]
- Third party access required: communication to LivePerson Servers · yes [S10]
- Transcript view in sf: yes [S10]
- Widget limit: 5 [S10]

**Legal**
- Acquisition: SoundHound AI [S1]

**Pricing**
- Page link: no · yes [S1]

**Product**
- Addon evaluation order: yes [S7]
- Agent side capabilities: Resume a conversation · Transfer a conversation to a different skill · Send a text message · Send structured content · See SENT, READ and RECEIVED indications · See indication that the consumer is typing · Close a conversation [S11]
- Alternative knowledge AI interaction: Knowledge AI interaction in Conversation Builder [S6]
- Analytics: unified conversational analytics across voice and messaging [S1]
- Analytics macs: Bot Analytics available for Voice bots; closed conversations get MACS score [S5]
- API auth: API key or login [S8]
- Article basic settings: Title · Intent Qualifiers · Intent · Summary · Detail · Category · Tags [S6]
- Article definition: An article is a focused piece of content (a message) on a single topic served to consumers [S6]
- Article disabled by default: yes [S6]
- Article scheduling: yes · yes [S6]
- Article search behavior: yes · yes [S6]
- Article version history: yes · 3 [S6]
- Articles without enrichment: 1 [S7]
- Asr behavior: Continuous ASR determines when consumer finishes speaking; pauses longer than 500ms may split messages [S5]
- Auth header: Authorization header contains oAuth string for authentication [S9]
- Bot group mixing restriction: Voice and Messaging bots cannot be mixed in the same bot group [S5]
- Bot to bot transfer: Automatic transfers within a Voice bot group; manual transfer via Agent Transfer interaction [S5]
- Bring your own llm: yes [S1]
- Capability chat state events: Messaging SEND API SEND · Send chat state events (COMPOSING, ACTIVE, INACTIVE) [S11]
- Capability close conversation: Messaging SEND API SEND · Close conversation [S11]
- Capability create conversation with sdes: Messaging SEND API CONVERSATION · Create a new conversation and send SDEs in one step [S11]
- Capability csat fcr ratings: Messaging SEND API SEND · Send CSAT and FCR ratings [S11]
- Capability receive chat state events: Webhooks · See chat state events (COMPOSING, ACTIVE, INACTIVE) [S11]
- Capability send images: Messaging SEND API SEND · Send images [S11]
- Capability send text: Messaging SEND API SEND · Send text messages [S11]
- Capability sent read received indications: Webhooks · See SENT, READ and RECEIVED indications [S11]
- Capability structured content metadata: Messaging SEND API SEND · Send conversation metadata - Structured content identifier metadata [S11]
- Category characters: alphanumeric and underscore [S6]
- Category search: yes [S6]
- Chat flow: Engagement History API to find engagement ids, then Create Delete Request [S8]
- Claimed outcomes: 25 · 90 · 60 · 30 · 30 [S1]
- Closed only: yes [S8]
- Config propagation time: 3 [S7]
- Connector API purpose: Build applications connecting common messaging channels (Facebook Messenger, WeChat, Viber, Slack) with Conversational Cloud [S11]
- Connector components: Messaging Send API · Webhooks Notification Service [S11]
- Consumer deletion scope: consumerId deletion excludes conversations, which need a separate request [S9]
- Consumer interruptions: Consumer interruptions allowed by default; can be disabled per interaction via Allow consumer interruptions setting [S5]
- Consumer side only new functionality: yes [S11]
- Content links: hyperlink · audio · image · video [S6]
- Content URL json nodes: audioURL · imageURL · videoURL · contentURL [S6]
- Context switching: Context switching enabled by default in Voice bots [S5]
- Conversation closing: Conversations closed on hang-up, dropped signal, or Close Conversation next action [S5]
- Conversational commerce: conversational commerce offering [S1]
- Default dialogs: Custom Voice bots created with Welcome dialog (initialize_conversation_voice pattern) and Fallback dialog [S5]
- Deletion API methods: Create Deletion Request API supports deletion by Chat Engagement, Messaging Conversation, consumerId, and ticketId [S9]
- Deletion mechanism: personal data replaced with '** LP deleted data **' [S8]
- Deletion permanent: yes · no [S8]
- Deletion scope: conversation transcripts, hosted files or links, survey free text answers, consumer PII [S8]
- Deletion timeline: 30 [S8]
- Deployment concurrency: Simultaneous calls set via Max no. of messaging conversations; use 999 if unsure; scale via multiple agent connectors [S5]
- Digital adoption: digital adoption via core digital capabilities, messaging, and trusted AI [S1]
- Domain API: rtbf [S8]
- Enabled article activity: yes [S6]
- Engagement deletion scope: yes · yes [S9]
- Enriched answer mix limitation: A single rule cannot mix KBs that enrich answers via Generative AI with KBs that do not [S7]
- Enriched answers per kb: 1 [S7]
- Enrichment prompt library: Enrichment prompts selected from Prompt Library [S7]
- GDPR right to be forgotten: comply with EU Right to be Forgotten (GDPR) [S8]
- Generative AI: GenAI tools for orchestrating human and bot interactions [S1]
- Generative AI enriched answers: LLM-powered enriched answers supported in Voice bots via KnowledgeAI [S5]
- Grace period: 5 · yes [S8]
- Html subset: p · br · strong · b · i · ul · ol · li · a · http · https · tel · mailto · no [S6]
- Id limit: 100 · yes [S9]
- Industries: Financial Services · Retail · Travel & Hospitality · Healthcare · Telco & Cable · Automotive [S1]
- Inline setting precedence: Inline recommendations setting takes precedence over all knowledge base rules [S7]
- Integration interaction: Integration interaction available for programmatic calls to external systems [S5]
- Intent linking optional: yes [S6]
- Intent qualifier uniqueness: yes [S6]
- Interactions: Voice-specific interactions: Speech statement, Audio statement, Speech question, Audio question, Transfer Call integration, Send SMS integration, Transfer to Messaging integration [S5]
- Kb any type supported: Any type of knowledge base in KnowledgeAI can be used as a recommendation source in Conversation Assist [S7]
- Kb visibility: yes · yes [S7]
- Knowledgeai integration: KnowledgeAI articles usable in Speech statements/questions; SSML cannot be added directly to article text [S5]
- Language change restriction: Bot language cannot be changed after creation; voice changeable in Voice Settings [S5]
- Language detected match: Language Detected condition match type enables language-based routing; not available by default, Voice bots only [S5]
- Messaging consumer deletion: consumerId deletion via consumerParticipant participantId plus conversations [S8]
- Messaging flow: Messaging Interactions API to find conversation ids, then Create Delete Request [S8]
- Messaging to voice conversion: Cannot convert Messaging bot to Voice bot; can export one Voice bot and re-import as second Voice bot [S5]
- Messenger button actions unsupported: share user location · share email · phone number · no [S4]
- Messenger button count limit: button · generic · 3 [S4]
- Messenger button title char limit: 20 · button · generic [S4]
- Messenger default action unsupported: no · generic · button [S4]
- Messenger generic button requires title: button without title triggers error · generic [S4]
- Messenger generic image requires title: image without title triggers error · generic [S4]
- Messenger generic subtitle requires title: subtitle without title triggers error · generic [S4]
- Messenger map element unsupported: no · button · generic [S4]
- Messenger message size limit: 15000 [S4]
- Messenger navigation action map: Navigation action shows Google Maps in Facebook webview with coordinates location, not exact address [S4]
- Messenger templates documented: generic · button · carousel · quick replies [S4]
- Messenger text char limit: UTF-8 · 640 · button · generic [S4]
- Messenger title subtitle char limit: 80 · button · generic [S4]
- Monthly request limit: yes · 100 [S8]
- Monthly threshold: yes · 100 [S9]
- Multiple intents: Bot detects highest-scoring intent from multi-intent utterances [S5]
- Not for mass deletion: no [S8]
- Out of box connectors: Facebook · Google My Business · Apple Messages for Business · LINE · SMS via Twilio [S11]
- Outbound calls: Outbound calls routed to a bot not supported [S5]
- Pii pci redaction: PII and PCI info can be redacted from post-call transcripts and recordings [S5]
- Post conversation surveys unsupported: Post-conversation surveys over Voice channel not supported; SMS initiation suggested [S5]

**Support**
- Community: yes [S1]
- Developer center: yes [S1]
- Developer resources: how-to guide · demo tool [S11]
- Professional services: professional services and technical support offered [S1]

54 more facts on the canonical page: https://whats-best.ai/software/customer-service/liveperson

## Questions

### Is LivePerson European?

Not determined: the vendor’s pages as captured do not say where LivePerson is based.

### Where does LivePerson store data?

Not stated on the vendor’s pages as of 3 Nov 2026.

### Does LivePerson have a free plan?

Not stated on the vendor’s pages as of 3 Nov 2026.

### What are the best alternatives to LivePerson?

As of 4 Nov 2026, the panel rates [Zendesk (3.5/5)](https://whats-best.ai/software/customer-service/zendesk), [HubSpot Service Hub (3.5/5)](https://whats-best.ai/software/customer-service/hubspot-service-hub) and [Deskpro (3.5/5)](https://whats-best.ai/software/customer-service/deskpro) highest among the other 35 Customer Service & Helpdesk products evaluated. Ratings that look equal are rounded to half stars; the order uses the unrounded rating, then the name. The highest-rated European alternative is [Zammad](https://whats-best.ai/software/customer-service/zammad) (EU-Made). Ratings are the AI panel’s opinion, formed from public evidence: [how scores are made](https://whats-best.ai/methodology#ordering). The full list, with European products first: [LivePerson alternatives](https://whats-best.ai/software/customer-service/liveperson/alternatives).

## What this page leaves out

- 2 product facts could not be confirmed on the vendor’s page as captured and were left out of this page and of the panel’s material.
- 1 integrations fact could not be confirmed on the vendor’s page as captured and was left out of this page and of the panel’s material.

## Sources

- [S1] Vendor page: https://www.liveperson.com (checked 2026-11-03)
- [S2] Ticketing, queues & SLA — found from sitemap: https://developers.liveperson.com/operational-realtime-api-methods-current-queue-state.html (checked 2026-11-03)
- [S3] Ticketing, queues & SLA — found from sitemap: https://developers.liveperson.com/operational-realtime-api-methods-sla-histogram.html (checked 2026-11-03)
- [S4] Channels in one queue — found from sitemap: https://developers.liveperson.com/facebook-messenger-templates-limitations.html (checked 2026-11-03)
- [S5] Channels in one queue — found from sitemap: https://developers.liveperson.com/conversation-builder-bots-voice-bots.html (checked 2026-11-03)
- [S6] Knowledge base & deflection — found from sitemap: https://developers.liveperson.com/knowledgeai-internal-knowledge-bases-articles.html (checked 2026-11-03)
- [S7] Knowledge base & deflection — found from sitemap: https://developers.liveperson.com/conversation-assist-setup-set-up-knowledge-bases.html (checked 2026-11-03)
- [S8] Customer data protection — found from sitemap: https://developers.liveperson.com/personal-data-deletion-api-overview.html (checked 2026-11-03)
- [S9] Customer data protection — found from sitemap: https://developers.liveperson.com/personal-data-deletion-api-methods-create-deletion-request.html (checked 2026-11-03)
- [S10] Integrations & API — found from sitemap: https://developers.liveperson.com/crm-integrations-salesforce.html (checked 2026-11-03)
- [S11] Integrations & API — found from sitemap: https://developers.liveperson.com/connector-api-overview.html (checked 2026-11-03)

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Cite as: whats-best.ai, "LivePerson — Customer Service & Helpdesk", AI panel analysis, as of 2026-11-04. https://whats-best.ai/software/customer-service/liveperson

Corrections: https://whats-best.ai/correct/1396?target=page