SocialConnect · LivePerson

Social Media Management Product

The LiveEngage agent workspace with a social conversation open, and every channel: Facebook, Instagram, X, Messenger, SMS, WhatsApp: feeding into it

Enables brands to interact with consumers over email and social media platforms through the LiveEngage messaging product.

Six tabs, one customer.

One agent answered the same customer in six places (email, tweets, DMs, posts, chats, texts) each in its own dashboard. Every channel was another tool to learn.

A public tweet on the left, the same conversation continued as a private thread on the right, with the agent workspace between them

The same complaint, public on one side and private on the other: one transcript.

A complaint starts in public and has to finish in private.

Someone tweets. The reply has to move to a DM, keep the thread intact, and stay on brand. No tool handled that handoff, so I designed around it.

So every channel became one conversation.

Rather than a seventh dashboard, SocialConnect folded the channels into the messaging product agents already had open. One transcript, whoever the customer is and wherever they turned up.