What you will build
Customers stay in their Voiceflow conversation while your team replies from LivePerson. Your service translates the platform’s conversation operations and events into the live agent handoff system.
This is a developer implementation guide, not a native connector. The API approach has been reviewed against provider documentation; a live account test is required before rollout.
Before you begin
You need LivePerson Connector API access, application credentials, and a test consumer identity, an HTTPS service, and access to Custom Handoff in Voiceflow. Start with the shared connection starter. Choose one test customer and one support destination.
Use the account’s discovered domain and required app/consumer authentication. Do not hardcode another account’s messaging host or substitute an unrelated bot API.
Implement the connection
Prepare the support workspace
Resolve the account’s messaging domain using LivePerson’s Domain API. Configure application and consumer authentication for the connector.
Confirm a teammate can receive and answer a manually created test conversation before adding Voiceflow.
Implement conversation creation
Use the Connector API to open a consumer conversation. Persist the returned conversation identity and the consumer identity.
Use the starter’s create(request, connectionId) hook. Persist the provider ID and connection ID together. Forward relevant context as an initial summary or supported private note; never inject internal metadata into customer-visible replies.
Forward customer messages
Send customer messages through the Connector API Send API for the mapped conversation.
Implement the starter’s message(providerConversationId, message) hook. Deduplicate the Voiceflow message id. For the first test, support text and explicitly reject unsupported files rather than acknowledging and dropping them.
Receive human replies
Register for Connector API notifications. Translate human-agent messages and conversation closure, preserving provider event identity across retries.
After provider authentication succeeds, look up the mapped connection ID and send a normalized message.received event to the starter’s authenticated /events route. Include a stable provider event ID, timestamp and human display name. Do not manufacture an agent.joined event merely because a conversation was created.
Implement closure
Close the conversation using the Connector API lifecycle. Confirm the resulting event refers to the same active consumer conversation.
Implement the end(providerConversationId) hook. Deliver conversation.ended for provider-initiated closure. Make both paths idempotent so a reflected closure cannot trigger an endless loop.
Connect and test in Voiceflow
Configure your service in Settings → Integrations → Custom Handoff, then follow Set up live agent handoff. Set Queue ID only when your service has a documented mapping. Publish to a test environment and use the actual customer channel.
Provider mapping
Use the Connector API’s CONVERSATION operation to create and SEND operation to send messages. Closing is also a SEND operation with a closing context. Follow the provider’s account-domain discovery and AppJWT/ConsumerJWS authentication instructions. Map both the provider conversation ID and consumer identity. Ignore typing/read receipts when normalizing events: Voiceflow’s current custom callback vocabulary does not include those event types.
Verify a complete handoff
Run this acceptance sequence with a teammate in LivePerson:
- Escalate and confirm exactly one conversation appears in the intended inbox.
- Check the customer identity and escalation context.
- Send “customer test 1” from Voiceflow and “human test 1” from the support inbox. Both must arrive once.
- Add a private note; it must not reach the customer.
- Replay the same customer-message ID and provider event ID; neither should duplicate a message.
- Close from the support inbox and verify the configured return-to-AI path.
- Repeat with invalid credentials and an unavailable provider; verify the fallback.
If messages disappear, inspect the provider delivery log, the ID mapping and Voiceflow callback response in that order. A successful create call alone does not establish that the connection works.
Reference and next steps
Provider setup/API documentation · Provider messages/events documentation
Connection API · Event contract · Troubleshooting
Before production, replace in-memory state with durable storage, implement the provider’s retry/refresh rules, and test attachment and routing support only if your deployment needs them.