Support: Connect for Sales

Need help? We’ve got you covered. Here you’ll find a list of FAQs and if you don’t see an answer to your question you can always chat with us at your convenience.

Changing agents & photos.

How do I add/remove people to/from my company’s LivePerson Automotive account?

If you need to add or remove agents (those able to respond to consumer texts or chats), it’s simple! The administrator for your account can do it right from the LivePerson Automotive portal.

  1. Once logged into the portal, visit Provisioning (top navigation bar)
  2. Choose Managed Agents (left-hand menu). From here you can add, edit or delete as needed! 

How do I add or change the photos associated with my LivePerson Automotive account? 

The LivePerson Automotive administrator for your company can do this for all activated agents in just a few steps: If you're an agent and want to update your own photo, it’s just as easy: 

  1. Ensure you’re logged into the LivePerson Automotive portal with admin credentials.
  2. Click the "Provisioning" tab; then "Managed Agent."
  3. Find the agent's name and select “Edit” in the action column.
  4. Browse for the photo and upload. (Photos should be 110×110 pixels and in a .jpeg or .png format.)
  5. Don’t forget to click save after uploading the photo. 

If you're an agent and want to update your own photo, it’s just as easy: 

  1.  Log in to the LivePerson Automotive portal; hover over the “Settings” tab; select “Agent Settings.”
  2. On the Agent Settings page, you’ll see an option to upload a photo.
  3. Browse for the photo and upload. (Photos should be 110×110 pixels and in a .jpeg or .png format.)
  4. Don’t forget to click save after uploading the photo. 

*Note: If you’re cross-assigned to multiple accounts (answering chats for multiple companies or locations, for example), you’ll need to ask your admin to add the photo.

Desktop app is unable to connect or go online.

After installation, you may notice that the desktop app is having issues "connecting." (This will look like a spinning gear or snowflake.) If you are unable to connect or get online with the ContactAtOnce! desktop app, try this: 

  • Open your desktop app (or right-click on the icon).
  • Select “Modify Account.”
  • Confirm your User ID and password, then right-click on the icon again and select Online > Online.
  • Still not connecting? Right-click on the icon again and go to Options > Settings.
  • Click the “Connectivity Diagnostics” button. This will test ports 5222, 5223, 80, and 443. (Note: These “ports” are what LivePerson Automotive uses to send/receive data over the internet… like chats with customers.)
  • If those ports fail (especially 5222 and 5223), you may need to contact your IT department and have them open up the failed ports

How do I add a partner integration for Facebook Messenger, Google My Business, or Apple Business Chat to my LivePerson account?

How do I add a Facebook Messenger integration to my LivePerson Automotive account?

If you have single dealer access, please use this tutorial.

If you have multi-dealer access, please use this tutorial.

If you would like to make Facebook Messenger your primary messaging platform, use this tutorial

How do I add a Google My Business integration to my LivePerson Automotive account?

In order to add Google My Business as an integration, you must be an admin on your dealership's Google Business page. In the Portal, go to the "Provisioning" tab and select "Chat Network Provision". Then click "Add" next to Google My Business and follow the prompts to integrate.

How do I add an Apple Business Chat integration to my LivePerson Automotive account?

In order to add Apple Business Chat as an integration, you must submit a request via your Apple Business page. Please use this tutorial for reference. 

How do I access LPA Connect, the webbased answering app?

Usually, new admins and agents receive a welcome email from provision@contactatonce.com that includes a link to Connect. Can’t find it? Don’t worry!

  • You can access it via the Login button on the top right of our website.
  • Or you can bookmark this page: https://connect.contactatonce.com/login
  • If you have any issues logging in, chat or text with us!

I can’t find the activation email with the link to activate my LivePerson Automotive account.

If you’re the designated LivePerson Automotive Admin, try searching for an email from provision@contactatonce.com. If you can’t find it, contact support and one of our support experts will be able to assist you!

I forgot my Connect login credentials.

I’m an agent, and I forgot my login (ID and/or password).

You can simply visit the connect.contactatonce.com and click the “Forgot your password?” Below are the direct Connect URL’s based on your region

I’m the LivePerson Automotive Admin, and I forgot my login.

You can simply visit the LivePerson Automotive portal and click the link, “Forgot your password?” You can access the portal as one of the options in the Login link at the top right of this site. In addition, here are the direct portal URLs, based on your region:

Troubleshooting connection issues through port testing.

  • If port 5222 is open, the Status column will read “OK.” If that’s the case, there really should be no connection issues. Asking IT is the best option at this point.
  • If port 5223 is open but you’re still unable to connect, go to Options > My Profile > Connection and make sure that “Use SSL encryption” is checked. (Port 5223 requires that encrypted connection, and this may fix the issue.) Then try to go online again.
  • If ports 5222 and 5223 are closed (i.e., the Status column reads “Failed”), go to Options > My Profile > Connection. In the “Proxy” top box, click the drop-down arrow, and select “LivePerson Automotive HTTP Polling.” Click the “Save” button, then try to go online again to see if the change was successful.

Using LivePerson Automotive In multiple places.

Do you use LivePerson Automotive in multiple locations?

From third-party search/shopping sites (Autotrader, KBB and the like) to social media, OEM and dealer sites, we can help you chat and text with shoppers in all those places

We already use LivePerson Automotive on our company site, and we now have a new ad package with a third-party site that includes LivePerson Automotive-powered messaging. Do I need a new login or account?

No! If you already use LivePerson Automotive you won’t need to activate a new account. We will merge your existing LivePerson Automotive account with the new capabilities from the third-party site. Any chat and/or text messages originating from your third-party ad listings will go through your existing LivePerson Automotive Apps. Of course, if you have any questions, you can always contact support

We use LivePerson Automotive in multiple locations. How can we tell where a chat or text is coming from?

There are a couple of ways to see where the incoming message originated:

  • If the message comes from a third-party site, the logo of the site will appear in your answering app. If answering in Connect (web-based app), the logo and name of the originating site will appear to the left of the conversation in your workspace. If answering in the mobile app, the logo will be in the header of the conversation. If still using the desktop app, the logo will be in the top left hand portion of the chat window. (Note: If the chat message originates from your company site, your agents may see the LivePerson Automotive logo instead.)
  • Admins can see this logo in the portal reports (it shows in the “Publisher” column of a report).
  • Your agents can also see the exact origination URL by clicking the “Origination URL” option in the chat window

What’s this email I received?

I got an email saying I’m a LivePerson Automotive admin.

When a company signs up for LivePerson Automotive messaging (either for their own website or for a third-party search/shopping site), they designate a point of contact for the day-to-day management. This is the LivePerson Automotive administrator (or "admin") for your account—and it sounds like that is you! Admins receive a welcome email that walks them through activating the LivePerson Automotive account, which includes creating a login and setting up who answers the chats or texts.

I got an email saying I’m a LivePerson Automotive agent for my company.

An "agent" is anyone who is set up to chat and text with shoppers through your company’s LivePerson Automotive solution (either for your own website or for a third-party site). Agents are designated by the LivePerson Automotive admin for your company. They will receive a welcome email that includes links on how to access the Connect web-based answering app and mobile app so they can start chatting and texting.


I got an email with the subject, "You missed a customer’s text message."

This is an automated reminder that is sent when it looks like no one from your company has responded to a consumer’s latest text message. The consumer may have texted using your company’s LivePerson Automotive powered text number, or one supplied through your advertising partner (also a LivePerson Automotive powered number). Follow the instructions in the email to follow up with the consumer. Have more questions about this? Want to prevent these reminders from coming? Just contact support, and they’ll be able to help

When I click the link to activate my account, it says "no longer valid."

Please contact support and one of our experts will be able to assist.

When I try to install the desktop app, it says "unable to find .msi."

This error message sometimes appears when a new LivePerson Automotive agent is trying to download the desktop app by clicking the Install link in the welcome/installation email. If this happens, the agent can:

  • Visit https://www.livepersonautomotive
    .com/software
  • Click the “Download Now” button to install the generic version of our software.
  • When prompted (in the setup wizard), the agent will need to input their user ID (also referred to as IMID) and password from the installation email

Where can I download the Liveperson Automotive mobile app?

Here are several ways to access the CAO mobile app, so you can chat and/or text with consumers wherever you are:

Is LivePerson Automotive GDPR compliant?

The EU General Data Protection Regulation (GDPR) – Key Things to Know 

At LivePerson Automotive (formerly known as Contact at Once!), we know that nothing is more important to our customers than the protection of their data, especially in light of the EU General Data Protection Regulation (GDPR) which went into effect in May 2018. Below is an outline of the purpose of the GDPR and the steps LivePerson Automotive has taken in order to meet the GDPR’s stricter standards as part of our ongoing commitment to protect consumer data and help our customers comply with the GDPR. 

1) GDPR’s purpose. The GDPR is a new comprehensive data protection law that updates the existing EU privacy laws in order to strengthen them and give European consumers better control over their personal data in the digital world. The new regulation also creates a single set of privacy rules that apply uniformly across the EU and are directly enforceable in each EU member state.  Notable new requirements under the GDPR include increased security standards, breach notification requirements and, most importantly, rights of consumers to access and correct their data, receive a copy of their data (‘data portability’), or have their data deleted (‘right to be forgotten’).

2) Personal data at LivePerson Automotive. As part of our service to you, LivePerson Automotive may collect and store your customers’ personal data, such as name, address, etc., from chat/messaging transcripts and other sources. LivePerson Automotive implements stringent security measures to ensure that data are protected in our systems. For more information on these measures, please contact us at lp-auto-security@liveperson.com. 

3) LivePerson Automotive’s GDPR compliance. LivePerson Automotive has operated in Europe for years and actively monitors developments in European Union data privacy law to ensure our continued compliance to serve our EU customers. As such, we have the answers you are looking for when thinking about data privacy. A few highlights: 

a. At LivePerson Automotive, we have robust security measures in place designed to meet and exceed your security requirements, including 24/7 security operations center monitoring, comprehensive security controls, distributed denial of service prevention, full web application firewalls and intrusion prevention system coverage, encryption of data in transit, and encryption of data at rest for North American customers with the option for our EU customers to encrypt data at rest. 

b. LivePerson Automotive regularly tests these security measures using routine vulnerability scans, penetration tests, and security audits. 

c. Personal data of EU consumers is generally hosted on European servers, and any transfers are pursuant to a valid transfer mechanism that protects the data once it leaves the EEA, such as a data processing addendum (DPA) and the EU-U.S. and Swiss-U.S. Privacy Shield Certifications. 

d. For our SMS feature, we have enabled message body redaction and phone number redaction to ensure that this personal consumer information is not stored outside of LivePerson Automotive. 

e. LivePerson Automotive offers procedures to help you manage requests from data subjects for access to personal data and rectification, portability and deletion of personal data. 

f. We regularly update our global privacy policy to address new requirements: https://www.livepersonautomotive.com/policies/privacy-policy

Please do not hesitate to reach out to your account manager with any questions or concerns.