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LivePerson Integration Guide

Connect LivePerson Conversational Cloud messaging, conversation history, agent, routing, and analytics APIs with enterprise systems through REST workflows and selected event notifications.

LivePerson integration options at a glance

LivePerson primarily integrates through REST APIs covering messaging, conversation history, agent activity, account configuration, routing, and related contact-center functions. Selected conversation and messaging events can be delivered through webhook-style notifications, although coverage depends on the API family, channel, and account configuration. Conversation history and other retrieval APIs may support pagination, asynchronous processing, or larger-scale exports. Rich messaging can include channel-specific media and file content. LivePerson uses OAuth 2.0 bearer authentication with account permissions and API-specific scopes. Martini can consume these APIs, receive supported events, schedule reconciliation workflows, transform payloads, and persist normalized data in enterprise applications or databases.

Integration pointSupported by LivePerson?Common use casesHow Martini supports it
REST APIsYesLivePerson documents REST API families for messaging, conversation history, agent activity, account configuration, routing, and related platform functions.Martini can consume LivePerson REST APIs, map request and response payloads, apply business rules, and expose normalized APIs or workflows.
Webhooks and outbound callbacksLimitedSelected conversation, message, and platform events can notify external systems when supported by the relevant API and account configuration.Martini can expose a webhook endpoint, validate notifications, deduplicate events, and start downstream workflows.
Bulk, asynchronous, and batch retrievalLimitedConversation history and related retrieval scenarios may require pagination, asynchronous jobs, or larger-scale export processing.Martini can poll jobs, process pages or result files, persist cursors, and separate backfills from real-time processing.
File and attachment handlingLimitedRich messaging may include media or file content, with behavior varying by channel, message type, and API.Martini can preserve attachment metadata, retrieve content through an authorized API request when available, transform it, and forward it to a target system.
AuthenticationYesLivePerson documents OAuth 2.0 bearer authentication, application credentials, account permissions, and API-specific scopes.Martini can store client credentials and account configuration in secrets and environment settings and use authenticated API workflows.
Database and analytics accessLimitedLivePerson exposes operational and analytics data through supported APIs; direct access to its operational database was not confirmed.Martini can extract API data and load normalized results into supported SQL databases or analytics platforms.
SDKs and client librariesLimitedDeveloper resources and SDK availability vary by LivePerson channel and product.Martini does not require a LivePerson-specific SDK when the required REST APIs and event endpoints are available.

How LivePerson exposes data and business events

LivePerson REST APIs

REST is LivePerson's primary integration mechanism, with API families for messaging, conversation history, agent activity, account configuration, routing, and related contact-center functions. Account-specific hosts, permissions, and available resources can vary.

Martini implementation pattern

Martini implementation pattern: Martini workflows authenticate with OAuth 2.0, call the appropriate LivePerson endpoint, validate and transform the response, apply business rules, and write the result to an enterprise target or expose it through a normalized Martini API.

Implementation sequence

Load the account-specific base URL and credentials from Martini configuration
Acquire or refresh an OAuth 2.0 bearer token
Call the required LivePerson REST endpoint
Validate and normalize the response
Apply routing, matching, and business rules
Write the result to the target system and record correlation identifiers

LivePerson messaging events

LivePerson supports webhook-style delivery for selected messaging and conversation events. Coverage, payload contents, subscription behavior, and delivery guarantees depend on the event API, channel, and account configuration.

Martini implementation pattern

Martini implementation pattern: Martini exposes a controlled REST endpoint or webhook trigger, validates the incoming notification, identifies the conversation or message, optionally retrieves authoritative state from LivePerson, and starts an idempotent workflow.

Implementation sequence

Receive the LivePerson event notification
Validate authentication, schema, and account context
Derive an event or message idempotency key
Retrieve current conversation state when the notification is incomplete
Apply routing and escalation rules
Write the downstream change and record processing status

LivePerson conversation history APIs

Conversation history and related retrieval APIs support historical synchronization, reporting exports, and backfills. Endpoint behavior may be paginated, asynchronous, or job-based and must be confirmed for the selected API.

Martini implementation pattern

Martini implementation pattern: a scheduled workflow retrieves pages or starts and polls an asynchronous job, transforms conversations and messages into canonical structures, loads the target data, and commits a checkpoint only after successful processing.

Implementation sequence

Start the scheduled history synchronization
Load the last successful cursor, timestamp, or job checkpoint
Retrieve a page or submit the history retrieval request
Poll an asynchronous job when required
Transform and persist conversations and messages
Advance the checkpoint after successful target writes

LivePerson rich messaging and attachments

LivePerson rich messaging can include media or file content, but attachment behavior varies by channel and message type. Payloads may contain inline content, a URL, an upload reference, or metadata requiring another request.

Martini implementation pattern

Martini implementation pattern: Martini classifies each message, preserves supported text and structured content, retrieves authorized attachment data when necessary, and forwards compatible files or metadata to the target system.

Implementation sequence

Inspect the message type and attachment representation
Preserve message and conversation correlation identifiers
Retrieve attachment content when a separate authorized request is required
Validate content type, size, and URL lifetime
Transform or store the attachment for the target system
Record unsupported content and processing outcomes

Common LivePerson integration patterns

Pattern 1: Synchronize conversations with a CRM

When to use this pattern

Use this pattern when customer-service teams need LivePerson conversations, consumers, messages, and agent context associated with CRM Leads, Contacts, Accounts, or Cases. Events can support near-real-time updates, while conversation history supports reconciliation.

Integration direction
LivePerson
Martini
Salesforce
Example Mapping
LivePerson FieldCanonical FieldTarget Field
conversationIdinteraction.externalIdCase.LivePersonConversationId
consumerIdcustomer.externalIdContact.LivePersonConsumerId
agentIdinteraction.ownerExternalIdCase.OwnerReference
messagesinteraction.transcriptCase.DescriptionOrComments
Martini implementation pattern

Martini receives selected LivePerson events or retrieves conversation history, matches consumers and conversations using durable identifiers, enriches the payload with current conversation state where needed, and upserts CRM records. Validation failures are isolated, transient failures use bounded retries, and duplicate events do not create duplicate activities.

Martini capabilities used
  • workflows
  • API consumption
  • data mapping
  • business rules
  • error handling
  • scheduled synchronization

Pattern 2: Route escalated conversations to ServiceNow

When to use this pattern

Use this pattern when a conversation requires an operational case, incident, or service task based on routing, skill, status, message, or escalation rules.

Integration direction
LivePerson
Martini
ServiceNow
Example Mapping
LivePerson FieldCanonical FieldTarget Field
conversationIdcase.externalConversationIdIncident.u_liveperson_conversation_id
skillcase.routingGroupIncident.assignment_group
consumercase.requesterIncident.caller
conversationStatuscase.lifecycleStatusIncident.state
Martini implementation pattern

A Martini webhook workflow validates the selected LivePerson notification, retrieves authoritative conversation details when necessary, evaluates escalation and skill rules, and creates or updates the ServiceNow record. The workflow stores both identifiers, rejects invalid payloads clearly, and retries throttling or temporary target failures without duplicating cases.

Martini capabilities used
  • webhook triggers
  • workflows
  • data mapping
  • conditional routing
  • business rules
  • retry and error handling

Pattern 3: Export conversation history to Snowflake

When to use this pattern

Use this pattern for reporting, retention-aware analytics, reconciliation, or historical migration where LivePerson conversation history must be loaded into a governed data platform.

Integration direction
LivePerson
Martini
Snowflake
Example Mapping
LivePerson FieldCanonical FieldTarget Field
conversationIdconversation.externalIdCONVERSATIONS.LIVEPERSON_CONVERSATION_ID
messageIdmessage.externalIdMESSAGES.LIVEPERSON_MESSAGE_ID
eventTimemessage.occurredAtMESSAGES.OCCURRED_AT
agentIdmessage.agentExternalIdMESSAGES.AGENT_ID
Martini implementation pattern

A scheduled Martini workflow retrieves paginated or asynchronous history results, flattens nested conversations and messages, preserves raw or unknown fields where appropriate, and loads curated tables. It uses a timestamp-plus-identifier checkpoint, handles rate limits with backoff, and records failed pages or jobs for replay.

Martini capabilities used
  • scheduler triggers
  • API consumption
  • pagination and checkpointing
  • data transformation
  • database or warehouse writes
  • monitoring and error handling

Pattern 4: Enrich customer messaging with commerce context

When to use this pattern

Use this pattern when agents need Shopify customer or order information to support a LivePerson interaction, or when conversation outcomes need to enter an order-support process.

Integration direction
Shopify
Martini
LivePerson
Example Mapping
LivePerson FieldCanonical FieldTarget Field
customer.idcustomer.externalIdLivePerson.consumerReference
order.idorder.externalIdLivePerson.context.orderId
order.statusorder.statusLivePerson.context.orderStatus
conversationIdinteraction.externalIdShopify.supportInteractionId
Martini implementation pattern

Martini receives commerce context, matches it to the customer or conversation, transforms only fields supported by the selected LivePerson messaging operation, and applies channel-specific business rules. Conversation events can be routed back to order-support processing, with authorization, unsupported-action, and duplicate handling separated from transient retries.

Martini capabilities used
  • API consumption
  • workflow orchestration
  • data mapping
  • business rules
  • event processing
  • error handling

Applications commonly integrated with LivePerson

LivePerson can be connected with customer-service, commerce, messaging, and data platforms through Martini. The exact operations available in each direction depend on the LivePerson API family, channel, account configuration, and permissions.

Application Scenario Direction Martini Pattern
Salesforce Associate LivePerson conversations, consumers, agents, and interaction history with Salesforce Leads, Contacts, Accounts, and Cases. LivePerson → Martini → Salesforce Martini receives LivePerson events or retrieves conversation history, normalizes customer and conversation identifiers, applies case-creation rules, and upserts Salesforce activity with durable correlation keys.
ServiceNow Create or update incidents, cases, and service tasks when customer conversations require escalation or operational follow-up. LivePerson → Martini → ServiceNow A Martini webhook workflow validates selected LivePerson events, evaluates escalation and routing rules, maps conversation context to ServiceNow records, and retries transient API failures.
Zendesk Link LivePerson conversations to tickets and provide support teams with customer and interaction context. LivePerson → Martini → Zendesk Martini retrieves or receives LivePerson conversation data, maps consumers and messages into Zendesk ticket fields and comments, and stores cross-system identifiers to prevent duplicate tickets.
Microsoft Dynamics 365 Synchronize customer, case, and interaction information with a customer-service environment. LivePerson → Martini → Microsoft Dynamics 365 Martini orchestrates LivePerson API calls and Dynamics 365 writes, applies customer matching and case-routing rules, and sends failures to a replayable error path.
Shopify Provide agents with order and customer context for post-purchase support and coordinate conversation outcomes with commerce processes. Shopify → Martini → LivePerson Martini receives Shopify customer or order information, transforms it into the fields required by supported LivePerson messaging operations, and routes conversation events to an order-support workflow where applicable.
Snowflake Centralize conversations, messages, consumers, agents, and operational data for reporting and analysis. LivePerson → Martini → Snowflake A scheduled Martini workflow consumes paginated or asynchronous conversation-history results, normalizes nested payloads, maintains checkpoints, and loads curated data into Snowflake.
Twilio Coordinate messaging or telephony-related processes where an organization operates both communication platforms. LivePerson → Martini → Twilio Martini mediates between the relevant LivePerson and Twilio APIs, applies channel and routing rules, and records correlation identifiers; the exact workflow must be validated against the selected products and channels.

How to build a LivePerson integration in Martini

Objective

Establish LivePerson access using the account-specific host, OAuth 2.0 credentials, bearer tokens, permissions, and scopes required by the selected API family.

Instructions in Martini

  • Store client credentials, account identifiers, and base URLs in Martini secrets or environment configuration
  • Configure token acquisition and renewal without embedding credentials in workflow logic
  • Confirm permissions for messaging, history, configuration, agent, or event APIs

Objective

Select an event-driven, scheduled, or API-led entry point based on the required latency, event coverage, and reconciliation requirements.

Instructions in Martini

  • Use a webhook trigger for supported LivePerson notifications
  • Use a scheduler for conversation-history synchronization and reconciliation
  • Expose a Martini REST API when another system must request normalized LivePerson operations

Objective

Obtain the required LivePerson conversation, message, consumer, agent, skill, or configuration data and account for incomplete event payloads.

Instructions in Martini

  • Validate incoming event authentication and schema
  • Retrieve authoritative resource details when an event contains only an identifier
  • Process pagination, asynchronous jobs, and attachment retrieval according to the endpoint behavior

Objective

Coordinate LivePerson calls, target-system operations, state management, and conditional routing in a maintainable Martini workflow.

Instructions in Martini

  • Separate real-time event processing from historical backfills
  • Persist cursors, conversation identifiers, job identifiers, and processing status
  • Use reusable logic for token handling, correlation, and idempotency

Objective

Convert LivePerson-specific payloads into canonical enterprise objects while preserving identifiers, timestamps, message types, and relevant unknown fields.

Instructions in Martini

  • Map Conversations, Messages, Consumers, Agents, Skills, and Campaigns or engagements explicitly
  • Normalize timestamps, statuses, identifiers, and nested message content
  • Define a target policy for rich content, unsupported message types, and attachments

Objective

Apply customer matching, routing, escalation, skill, retention, and create-versus-update decisions before writing downstream data.

Instructions in Martini

  • Use durable identifiers to prevent duplicate cases or activities
  • Evaluate escalation and assignment rules from conversation, message, and skill context
  • Reject or quarantine payloads that fail required business validation

Common LivePerson data objects used in integrations

ObjectTypical UseCommon target systemsMartini handling
ConversationsRepresent customer-agent or customer-bot interaction sessions and their lifecycle.Salesforce, ServiceNow, Zendesk, Microsoft Dynamics 365, SnowflakeMartini retrieves or receives conversation references, applies status and identity rules, and upserts a correlated target interaction or case.
MessagesCapture individual customer, agent, bot, and system messages exchanged during a conversation.CRM activity timelines, ticketing systems, data warehousesMartini validates message payloads, preserves message identifiers and timestamps, normalizes content, and handles unsupported rich content explicitly.
ConsumersRepresent customers or visitors participating in LivePerson conversations.Salesforce, Microsoft Dynamics 365, Zendesk, ShopifyMartini matches consumers using configured identifiers, maps profile attributes, and applies create-versus-update business rules.
AgentsRepresent LivePerson representatives handling conversations and agent activity.Salesforce, ServiceNow, reporting databases, SnowflakeMartini maps agent identifiers and activity attributes to ownership, assignment, or operational reporting fields.
SkillsRepresent routing or qualification groups used to direct conversations.ServiceNow, Salesforce, workforce and reporting systemsMartini uses skills in routing and enrichment rules and preserves the LivePerson identifier for reconciliation.
Campaigns and engagementsDefine configurations that determine how and where customers are invited to interact.Reporting platforms, CRM, configuration repositoriesMartini retrieves supported configuration data, maps it to governance or reporting models, and isolates account-specific fields.

Authentication and security considerations

OAuth 2.0 and bearer tokens

LivePerson generally uses OAuth 2.0 access tokens sent as bearer credentials. The required client credentials, account permissions, scopes, and authorization flow depend on the API family and application configuration.

Protect account configuration

  • Store client secrets, account identifiers, regional or account-specific base URLs, and other environment values in Martini secrets or secure configuration.
  • Do not embed credentials in workflow logic or log authorization headers and access tokens.
  • Limit permissions and scopes to the LivePerson resources required by each integration.

Secure event delivery

Webhook registration and event delivery may require separate security configuration. Validate incoming notifications, account context, expected schemas, and event identifiers before starting downstream processing.

Operational considerations for LivePerson integrations

Rate limits and pagination

Limits can vary by endpoint, account, and plan. Detect throttling responses, use bounded exponential backoff, avoid unbounded parallelism, and process paginated or asynchronous history retrieval with durable checkpoints.

Idempotency and ordering

Webhook delivery and polling can overlap or repeat. Use event, message, conversation, or composite sequence identifiers to prevent duplicate writes. When events arrive out of order, use timestamps or sequence values and retrieve authoritative conversation state when necessary.

Schema and content variation

Payloads vary by channel and message type. Validate required fields, preserve unknown fields where practical, and define explicit handling for rich content, unsupported message types, and attachments with expiring or authorized URLs.

Retention, testing, and replay

Conversation history depends on LivePerson retention, product configuration, and permissions. Test representative event and channel payloads, separate validation failures from transient errors, monitor workflow outcomes, and retain permitted references or payloads for replay.

Why use Martini instead of scripts or point-to-point integrations?

Orchestrate more than API calls

Scripts can call LivePerson endpoints, but enterprise integrations also need event intake, scheduled reconciliation, pagination, token handling, identity matching, business rules, target-system writes, and operational recovery. Martini brings these concerns into maintainable workflows.

Keep mappings and rules reusable

Martini can map LivePerson conversations, messages, consumers, agents, and skills into canonical models while isolating account- and channel-specific behavior. Reusable workflows and APIs reduce duplicated point-to-point logic.

Operate with control

  • Use secrets and environment configuration for account-specific hosts and credentials.
  • Apply validation, idempotency, retries, checkpoints, and error paths consistently.
  • Expose a controlled REST API façade when downstream applications should not depend directly on LivePerson payloads.

Frequently asked questions

How can LivePerson be integrated with enterprise systems?

LivePerson is primarily integrated through its REST APIs for messaging, conversation history, agent activity, account configuration, routing, and related functions. Selected messaging and conversation events can be delivered through webhook-style notifications. Enterprise workflows can also retrieve historical data, process channel-specific attachments, and load normalized results into CRMs, case-management platforms, databases, or analytics systems.

Can Martini integrate with LivePerson?

Yes. Martini can consume LivePerson REST APIs, receive supported LivePerson event notifications, expose REST APIs for normalized access or callbacks, schedule history synchronization, transform LivePerson objects, and write results to enterprise targets. No dedicated native Martini LivePerson connector is documented in the supplied context.

Do I need a connector to integrate LivePerson with Martini?

No. A dedicated LivePerson connector is not required. Martini can use LivePerson's confirmed native integration mechanisms, including REST APIs, OAuth 2.0 bearer authentication, selected webhook-style events, scheduled retrieval, and applicable attachment or history endpoints.

Is there any extra Lonti cost to integrate LivePerson with Martini?

Lonti does not charge an additional per-connector or per-vendor fee to integrate LivePerson. The integration is subject to the provisioned capacity of the Martini environment. Separate costs may apply from LivePerson, cloud infrastructure, or other third-party systems depending on subscriptions, usage, and deployment model.

Which LivePerson integration methods should an enterprise use?

REST APIs should be the default approach for messaging, conversation history, agent activity, configuration, routing, and related operations. Use selected event notifications for supported real-time scenarios and scheduled or asynchronous history retrieval for backfills and reconciliation. GraphQL and current SOAP integration surfaces were not confirmed for the core LivePerson integration scope.

Are LivePerson events and webhooks available?

LivePerson supports webhook-style delivery for selected messaging and conversation events, but coverage is selective. Availability, payload completeness, delivery behavior, and subscription management depend on the event API, channel, and account configuration. The required event types should be confirmed before designing a real-time workflow.

How does synchronization with LivePerson work?

Martini can combine event-driven processing with scheduled polling or conversation-history retrieval. Workflows should persist cursors, timestamps, conversation identifiers, job identifiers, and processing status. A timestamp plus deterministic identifier is preferable when supported, because late-arriving data and equal timestamps can otherwise cause missed or duplicated results.

How does Martini handle LivePerson mapping, errors, and duplicate events?

Martini maps LivePerson Conversations, Messages, Consumers, Agents, Skills, and configuration objects into canonical target models and can apply enrichment and business rules. Workflows should use durable event, message, or conversation identifiers for idempotency, bounded retries with backoff for transient failures, validation paths for bad payloads, and replayable error handling for recoverable failures.

Related Martini documentation

API integration

Events

Workflows

Security

Operations

Connect LivePerson with your enterprise systems

Use Martini to build secure, maintainable LivePerson integrations across messaging, conversation history, events, customer-service workflows, and analytics data.

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