FAQs
Login, Sales & Payments
- How do I retrieve my lost password?
- If I do not remember my Affiliate ID number, how do I retrieve it?
- What is a New Paying Client?
- I have more than 10 sales this month but MyAp only reports a payout of $50 per client rather than $75. Why?
- How much will I get paid?
- How do I know if there is a sale? When is a sale reflected in my account?
- How and when do I get paid?
- Why was money deducted from my commission check?
- If a visitor enters LivePerson.com through my site but and conducts a chat session on a return visit (does not chat on the first visit), will I receive credit for the sale?
Links
- What is the Expert Grid?
- Why should I place an Expert Grid on my site?
- Are Expert Grids customizable?
- Can I customize the Expert Grids further?
- How do I create an Expert Grid?
- Can I hand-pick the Experts in my Grid?
- Can I sort the Experts on my Grid?
- What else do I need to know about Expert Grids?
- How do I create a link to LivePerson?
- What is Bill after Hire? How does this affect me?
- What is a SubID?
- How do I add a SubID to my links?
- How do I track performance of each SubID?
- Why do impressions seem off?
- How do I know that my banners are tracking correctly?
Other
A. Go to: www.liveperson.com/affiliates/login.aspx and enter in your 4-digit affiliate ID number and password and click “Lost password.” The password will be emailed to the email account you used when you registered.
Q. If I do not remember my Affiliate ID number, how do I retrieve it?
A. Contact your affiliate manager or email affiliates@liveperson.com.
Q. What is a New Paying Client?
A. Any newly registered client that has a paying session on the site. This is also referred to as a sale.
A. As per the Affiliate Agreement, LivePerson will pay affiliates for new paying clients in the fields Spirituality, Professional Counseling, Coaching & Personal Development, Computers, and Tutoring & Education for new paying clients who initially enter LivePerson.com directly from ads in your website or blog, SEM marketing or from email newsletter campaigns. You will receive a one-time referral fee as follows:
1-10 New Paying Clients/ month= $50 per client
11-100 New Paying Clients/ month = $75 per client
101+ New Paying Clients/ month= $100 per client
For example:
10 Sales = $500 (10 x $50 per sale)
12 Sales = $900 (12 x $75 per sale)
108 Sales = $10,800 (108 x $100 per sale)
For all other categories, the same rules apply but commissions payout as follows:
1-100 = $25 per sale
101 + = $40 per sale
A. You will receive the $75 payout but it will not be reflected in your reports until the end of the month because all sales are manually reviewed.
Q. How do I know if there is a sale? When is a sale reflected in my account?
A. To view your sales, go to “View Reports” in your Affiliate account. Pending orders are those that have taken place but have not yet been approved by your LivePerson account manager. Once approved, these orders turn into sales. Generally, all pending orders are approved within 24 hrs during weekdays, EST, with the exception of orders that are fraudulent or being checked for fraud. Pending orders are not approved on weekends.
Q. How and when do I get paid?
A. If you are using MyAp, LivePerson will pay you directly on a monthly basis. We recommend using PayPal, as you will receive your funds by the first week of the month. If you prefer to receive a check my mail, it will be sent at the beginning of the month. Commission Junction affiliates will be paid by Commission Junction.
To register your PayPal account with LivePerson, please send your 4-digit Affiliate ID number, your PayPal email account, and your name to affiliates@liveperson.com at least 2 weeks prior to payment.
Q. Why was money deducted from my commission check?
A. LivePerson is required by the United States International Revenue Service to collect taxpayer information from each person receiving funds from LivePerson. If you are a US resident you are required to download a W-9 Form from http://www.irs.gov/pub/irs-pdf/fw9.pdf and email it to affiliates@liveperson.com. If this form has not been submitted then LivePerson will deducted 28% of the total amount from your commission. If the form has been submitted, LivePerson will not deduct tax money.
If you are an international affiliate, you are required to download a different form at http://www.irs.gov/pub/irs-pdf/fw8ben.pdf. For more information and instructions, visit http://www.irs.gov/pub/irs-pdf/iw8ben.pdf
Q. What is the Expert Grid?
A. The Expert Grid lets your site visitors immediately view and begin chatting with LivePerson’s experts, in any of our 600+ categories, live as they are available on LivePerson.com. This is our best converting tool and can be created in minutes using our Affiliate Wizard and is fully customizable.
Q. Why should I place an Expert Grid on my site?
A.
1. Brings value to website visitors by offering them live, personalized advice in the specific area they need it.
2. Can be included as content in a page in addition to traditional ad-type placements.
3. High click-throughs as web visitors often relate to the visual images of the Experts and their profile descriptions.
4. High conversions in the direct path to the Expert through the “Chat now” buttons featured within.
5. Customizable to match the look and feel of your site
Q. Are the Expert Grids customizable?
A. Yes, here’s a list of what you can edit:
* Shape
* Size
* Number of experts
* Header and footer text (choose from a selection of text or write your own)
* Special offers
* Category
* Subcategories
* Sub-Sub Category
* Color scheme
Q. Can I customize the Expert Grid further?
A. We created an API guide to customize banners, including the Expert Grid. Download the PDF for more detailed information. You can edit the code once you’ve created the grid.
Q. How do I create an Expert Grid?
A. To create an Expert Grid, follow these steps:
1. Login to your affiliate account
2. Clear your cookies.
3. Go to Get Links > Customizable Expert Grid, Public Board Box, Search Box, or Text link > Click here for the LivePerson Affiliate Wizard. Then under “Expert Grid” click “Create Ad Now”.
4. Follow the steps in the wizard to create your grid
5. After completing your grid, copy and paste the code into your website.
6. Check if your grid is tracking properly by following a link within the grid to an Expert’s profile. If you see the “KBID=XXXX” within the URL string then your sales will track.
Q. Can I hand-pick the Experts in my Grid?
A. Yes, however please note that every Expert Grid is associated to a specific category, noted by the “CATID” parameter within the code. It is imperative that the experts you choose to include in your grid are members of that specific category. Experts registered for a subcategory are not necessarily rolled-up to the higher level category. For example, if you choose to create an e-commerce Expert Grid, you cannot include experts that are members of the higher category – in this case business and finance- even if they describe themselves as E-commerce Experts, as they may have a profile for e-commerce but not for Business and Finance. To view the CATIDs for all categories, please view Appendix A of the API: http://wizard.liveperson.com/Affiliates/Docs/AffiliateAPI.pdf
If there is a subcategory that you do not see in this document, please contact your Affiliate Manager or email affiliates@liveperson.com
To include a specific Expert in your Grid:
1. Review LivePerson.com for the Experts you want to include, either by searching through the categories or by entering in a phrase within the LivePerson search bar. If you choose to use search, ensure that the Expert’s profile is included within the same exact subcategory as your Expert Grid, or the Expert will not appear.
2. Right click on his/her picture, view properties, and then look for the 6-digit ID shown in the picture’s location. For example, Expert ID for “LP Rachel” is 982018.
3. Insert the Expert’s ID numbers into the code using the parameter “&ExpertIDs=XXXXX,XXXXXX” where XXXXX refers to the Expert ID, as shown below.
Here is an example of an Expert Grid code using specific Experts 982018 and 931031, the E-commerce subcategory (CATID=976), and the affiliate number 6766, noted in red below:
<!–Start of the LivePerson Expert Grid–>
<script type=”text/javascript”><!–
function EG4f6991a2acc7413c96f4f0eb075edd61()
{
this.EG_url=’http://wizard.liveperson.com’;
this.EG_LP_Url=’http://www.liveperson.com’;
this.EG_imageUrl=’http://www.liveperson.com’;
this.EG_height=618;
this.EG_width=500;
this.EG_CatID=976;
this.EG_ViewAllUrl=’/categories/viewcategory.aspx?CatID=976&DesID=1&SortBy=9′;
this.EG_SubCatID=976;
this.EG_titleText=’Live E-commerce Experts’;
this.EG_MainCatID=1;
this.EG_params=’img=177&kbid=6766?=EG’;
}
// –></script>
<div id=”EG4f6991a2acc7413c96f4f0eb075edd61″>
<a onclick=”setHref(” href=”http://wizard.liveperson.com/experts/business-finance/ecommerce/?img=177&kbid=6766″>Live E-commerce Experts</a>
<a onclick=”setHref(” href=”http://wizard.liveperson.com/experts/business-finance/ecommerce/?img=177&kbid=6766″>Powered by LivePerson</a>
<img src=”https://www.myaffiliateprogram.com/u/kasap/se.asp?e=177&id=6766” alt=”" width=”1″ height=”1″ />
</div>
<script src=”http://wizard.liveperson.com/Affiliates/ShowExpertGrid.aspx?CatID=976&PageSize=5&SortBy=9&ParamID=1&Obj=EG4f6991a2acc7413c96f4f0eb075edd61&ExpertIDs= 931031, 982018 ” type=”text/javascript”></script>
<!–End of the LivePerson Expert Grid–>
Q. Can I sort the Experts on my Grid?
A. Yes, we have many options for sorting. Use the parameter “&Sortby=x” where x is one of the numbers below:
0 = highest rank
1 = New expert
2 = LIVE online
3 = lowest price
4 = highest price
6 = Less than $3/min
7 = Less than $5/min
9 = Best converting (default)
For example:
Q. What else do I need to know about Expert Grids?
A.
1. A grid cannot be created in Chrome
2. To add more experts to a default sized grid, simply enlarge the size of the square grid.
3. Within the square grid, the Expert descriptions are shown at greater length than the vertical grids.
4. Two identical grids cannot be placed on the same page. They can be placed on different pages. If you would like to create multiple grids for the same, page, you will need to use the affiliate wizard and create unique grids for each.
Q. What is Bill after Hire? How does this affect me?
A. Currently, when a new client enters LivePerson, the flow of navigation is: Registration page > Billing Page > Chat and Hire and Expert. We’ve been testing an alternative flow of which initial results are very positive, increasing conversions as much as 5-10%. This flow is as follows:
Registration page > Chat and Hire Expert > Billing Page.
If you would like us to change the flow path of your clients, you must:
1. Choose the promotion “Free Until Ready” for all of the Expert Grids on your website (rather than “3 Free minutes”)
2. Inform us by sending an email to your affiliate manager or affiliates@liveperson.com
Q How do I create a link to LivePerson?
A. To link to LivePerson using any word or phrase in your website/email/SEM campaign, simply find the page on LivePerson that you want to link to and add the parameter ?kbid=XXXX to the end of the URL string, replacing the XXXX with your 4-digit Affiliate ID. Note, if there is already a question mark in the URL string, then use the Ampersand (&) instead of the question mark for all parameters following the question mark. Note: If you create a direct link, the impression and click parameters will not be in this link. In order to have your link track impressions and clicks you will need to use the links available in the affiliate network.
To customize text links and track impression and click data:
1. Login to your account affiliate account
2. In MyAp, click Get Links > Customizable Expert Grid, Public Board Box, Search Box, or Text link > Click here for the LivePerson Affiliate Wizard. Then under “Text Link” click “Create Ad Now”. Choose Category you would like to link to, choose from a number of given link text options or choose to create your own. Pick the link color and click next to view the code.
In Commission Junction, enter the LivePerson page in your CJ account and choose Smartlinks under the linking options menu. Choose text links.
A. In MyAP, a SubID is a parameter you can add to any banner, link or website in order to track the performance of each.
Q. How do I add a SubID to my links?
A. To add a SubID you simply add “&=subid”, where the XXX can be any term you want to use to recognize each separate link. For example, http://www.liveperson.com/experts/professional-counseling/?kbid=1234&=Health-GRID, where Health-Grid can refer to a Health Expert Grid you are using on your page.
Q. How do I track performance of each SubID?
A. There are 2 options to check how well a particular SubID is performing. You can either view the MTD Transaction History report which breaks down each sale and its corresponding subID. The second option is to view the Manage SubID report. This option shows each subID and its impressions, clicks, sales, and commissions. In order to access these reports following the steps below:
1) Login to your affiliate account
2) Go to View Reports
3) Either click on Manage Sub IDs or MTD Transaction History
A. You will only receive commissions for sessions that are paid. If a client enters into a chat with an Expert but does not hire that Expert, you will not be paid. If the session is paid, you will receive commissions.
Q. Why do impressions seem off?
A. Some affiliates in MyAp have noticed that their Expert Grids are not tracking impressions correctly. We are aware that there is a tracking issue with the Expert Grid in terms of impression data and are working to solve the problem. However, sales are tracking correctly and you will be paid correctly.
Q. How do I know that my banners are tracking correctly?
A. For MyAp affiliates, test your banners by clicking on the links and checking the URL string for your affiliate ID number. It will appear within the parameter “KBID=XXXX”, where XXXX is your affiliate ID. If you are checking if your Expert Grid is tracking properly, do not click on the “Chat Now” button as your ID will not be visible in the URL string. Click through to the Expert’s profile page instead
Q. What is Kasamba? Why do some of my banners include the name Kasamba?
A. LivePerson’s consumer platform was purchased from Kasamba in November 2008. We’ve been working on updating all of our banners to reflect this change. The banners on your page will soon be seamlessly updated to include the LivePerson branding.
