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.
FAQsChanging agents & photos. Desktop app is unable to connect or go online. How do I access LPA Connect, the webbased answering app? I can’t find the activation email with the link to activate my LivePerson Automotive account. I forgot my Connect login credentials. Troubleshooting connection issues through port testing. Using LivePerson Automotive In multiple places. We use LivePerson Automotive in multiple locations. How can we tell where a chat or text is coming from? What’s this email I received? When I click the link to activate my account, it says "no longer valid." When I try to install the desktop app, it says "unable to find .msi." Where can I download the Liveperson Automotive mobile app?
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.
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:
If you're an agent and want to update your own photo, it’s just as easy:
*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.
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:
Usually, new admins and agents receive a welcome email from email@example.com that includes a link to Connect. Can’t find it? Don’t worry!
If you’re the designated LivePerson Automotive Admin, try searching for an email from firstname.lastname@example.org. If you can’t find it, contact support and one of our support experts will be able to assist you!
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:
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
There are a couple of ways to see where the incoming message originated:
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
Please contact support and one of our experts will be able to assist.
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:
Here are several ways to access the CAO mobile app, so you can chat and/or text with consumers wherever you are: