Messaging Channel Integration

Turn phone calls into messaging conversations

Instead of missing calls or making consumers wait on hold, use the LivePerson IVR deflection solution: Give them the option to “press 1 to start a messaging conversation.”

IVR deflection message asking caller to press 1 to switch to text

Offer the option to communicate in their channel of choice

Our Connect to Messaging technology enables IVR deflection, giving consumers the ability to instantly transfer from a phone call to an SMS text or other messaging channel by selecting an option in the IVR or automated attendant. Add convenience for consumers while reducing call volume and increasing agent efficiency.

illustration of AI brain for our omnichannel messaging platform

Scale messaging interactions with Conversational AI

Automate these new consumer interactions on the most popular messaging channels without hiring an army of agents. We will help you understand the most popular consumer intents and how well you’re fulfilling them, so you can build AI-powered chatbots that work together with your human experts to generate leads, drive sales, and build loyalty.

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Consumers want to message, IVR deflection with Connect to Messaging makes it easy

Reduce call volume, increase agent productivity

One agent can only handle one phone call at a time. Messaging offers far greater concurrency. With IVR deflection to an asynchronous messaging channel, your teams can assist more customers than ever.

Bankwest increases agency concurrency by 3X

Moving callers from the IVR to in-app messaging has led to greater agent efficiency and world-class CSAT, peaking at 93%.

Keep your consumers and business happy

By shifting away from calls and emails to messaging, brands deliver high-quality, personalized experiences proven to increase consumer satisfaction, revenue, and operational efficiency.