Who this comparison is for
LiveConnect highlights
- Cross-channel SLA timers + surge controls
- Native PayStream + VoiceLink inside the same session
Kustomer (by Meta) highlights
- Deep Meta integration & timelines
Capability matrix
| Capability | LiveConnect | Kustomer (by Meta) | Notes |
|---|---|---|---|
| WhatsApp Business (templates, consent) | Full | Full | Both support; consent logging differs |
| IG/FB DMs, SMS, web chat in one queue | Full | Full | Icons, presence, typing indicators |
| SLA timers + breach automations | Native | Partial | Breach hooks to FlowForge |
| Payments & refunds in conversation | Native | Add-on | Hosted checkout + webhooks |
| Voice escalation with transcript attach | Native | Add-on | Same-session continuity |
| QA & coaching (observe/whisper/barge) | Full | Partial | Supervisor tools built-in |
- Regional policies (e.g., WhatsApp templates) apply to both products.
Total cost of ownership
For multi-channel orgs, LiveConnect’s native payments/voice and SLA coaching reduce third-party add-ons and context switching—lowering operational cost.
Assumptions
- 5+ channels; payment or refund intents in chat
Migration plan
From Kustomer · Connector parity → wallboard setup → staged brand cutover
-
1
Add Meta connectors in PulseGate; verify event delivery
-
2
Configure SLA targets and wallboard tiles
-
3
Enable PayStream/VoiceLink and cut over by brand
Security
- Consent logs in Chronicle; export with checksum
- DLP masking & retention windows per workspace
Evidence & sources
| Claim | Value | Source |
|---|---|---|
| Payments in chat | Hosted checkout + auto-tag/resolve | product_docs |
| Voice escalation | Call-me links + transcripts | product_docs |
About LiveConnect
LiveConnect brings every customer conversation into one queue—web chat, Instagram/Facebook DMs, WhatsApp/SMS, Telegram, and email handoff—so teams never miss a moment. Agents work faster with AI reply drafts, KB suggestions, and one-click ticket creation in Agent Desk. Supervisors manage skills routing, concurrency, SLAs, and wallboards. All messages, files, and actions are logged to Chronicle; attachments are virus-scanned via SecureStore. Built on Chat Core orchestration for reliable routing, triage, and guardrails.