BYU-Idaho uses LivePerson for live chat support.


If your department does not yet have an account, please contact or call us at x7007 to get hooked up.


  1. Have your department supervisor contact the Help Desk to get accounts set up.
  2. Click here to connect to the new web-based LiveEngage: 
    1. 1132447 is our Site/Account Number


We've recently upgraded from the LivePerson Agent Console (LPAC) to the web-based LiveEngage.  Read the following documentation for more information:

Upgrade FAQs

  • What if someone forgot to allow the alerts?  How can you go back and reset that?
    • Chrome:
      • Option 1: Click the bell, then the gear, then check the box for
      • Option 2: Right click on the padlock. Click on Site Settings. Scroll to "Notifications". There you can click "Manage Exceptions" or just allow all.
    • Firefox:
      • Option 1: You can reset this to the default (or outright disallow it) on a per-site basis by right-clicking somewhere in a blank spot of the site (or pressing Ctrl-I on Windows or Cmd-I on Mac) and then selecting "View Page Info" from the opening menu. This opens a window with a "Permissions" tab. I that, scroll down to the very bottom until you see "Show Notifications" as the third-to-last entry. Either reset that to the default, or just select "Block".
      • Optioni 2: Left-click on padlock > more information > permissions > notifications
  • Can we limit user creation so that each skill administrator only can create users for their own skill?
    • In the future there will be agent groups that allow that kind of segmentation. At this time, there is not that capability. 
  • Does LiveEngage set status to “Away” automatically upon screensaver?
    • LiveEngage has a couple different settings for that. We'll post more here soon. 
  • Does closing the browser tab log you out if you forget to click “log out”?
    • Yes it does. 
  • What is MCS and how is it calculated?
    • MCS is the Meaningful Connection Score. It's a new machine learning feature that is being developed right now. It's currently implemented in the "Sentiment Analysis" (Those are the smiley/frowny faces). The faces will be switching over to the MCS metrics in the near future.
  • Is CoBrowse no longer supported?  I understood Desktop Sharing was going away but thought that CoBrowse was going to stay.
    • CoBrowse is on the new platform. 

Tag Updates

LivePerson is requiring us to update all code on each page containing a chat link before July 31, 2015.  In order to do so, here is the procedure that the BYUI Web Design Team has built for us:

  • Add the Content Snippet in Ingeniux
    1. Open and Check Out your page in Ingeniux
    2. Click arrow to expand the Content Snippet Group Element
    3. Click Pick
    4. Type "livep" in the Name box
    5. Select LivePersonScript with ID x104651
    6. If you get a notification of a processing error, click OK
    7. Type somewhere on your page.  Usually the bottom is the best.

Tips & Tricks

  • Forward all of your messages to the BSC during certain times of day.
    1. Admin Console
    2. Rules
    3. Visitor Rules
    4. Rule Types
    5. "When visitor clicks to chat".
    6. "New Rule" button.
    7. Fill in the necessary info on the top section, such as the name, dsescription etc...
    8. Then, in the conditions, choose Visitor Properties - Skill, and choose the skill from which you want to forward.
    9. Then, add another rule under Time Functions - Day of the Week and Time of day.
    10. Make sure that above the conditions, it is set to "If *All* of the following conditions are true".
    11. Then in the actions, you want to choose Variables >> Set Visitor Skill >> Choose the skill you want.