LivePerson (LPSN) 10-Q 9 Nov 20 2020 Q3 Quarterly report Financial data

Cover

Cover - shares	9 Months Ended
	Sep. 30, 2020	Nov. 04, 2020
Cover [Abstract]
Document Type	10-Q
Document Quarterly Report	true
Document Period End Date	Sep. 30, 2020
Document Transition Report	false
Entity File Number	000-30141
Entity Registrant Name	LIVEPERSON, INC.
Entity Central Index Key	0001102993
Current Fiscal Year End Date	--12-31
Document Fiscal Year Focus	2020
Document Fiscal Period Focus	Q3
Amendment Flag	false
Entity Incorporation, State or Country Code	DE
Entity Tax Identification Number	13-3861628
Entity Address, Address Line One	475 Tenth Avenue, 5th Floor
Entity Address, City or Town	New York,
Entity Address, State or Province	NY
Entity Address, Postal Zip Code	10018
City Area Code	212
Local Phone Number	609-4200
Entity Current Reporting Status	Yes
Entity Interactive Data Current	Yes
Entity Filer Category	Large Accelerated Filer
Entity Small Business	false
Entity Emerging Growth Company	false
Entity Shell Company	false
Title of 12(b) Security	Common Stock, par value $0.001 per share
Trading Symbol	LPSN
Security Exchange Name	NASDAQ
Entity Common Stock, Shares Outstanding		66,885,182

CONDENSED CONSOLIDATED BALANCE

CONDENSED CONSOLIDATED BALANCE SHEETS (Unaudited) - USD ($) $ in Thousands	Sep. 30, 2020	Dec. 31, 2019
CURRENT ASSETS:
Cash and cash equivalents	$ 198,694	$ 176,523
Accounts receivable, net of allowances of $8,994 and $4,226 as of September 30, 2020 and December 31, 2019, respectively	66,483	87,620
Prepaid expenses and other current assets	20,112	13,964
Total current assets	285,289	278,107
Operating lease right of use asset	786	15,680
Property and equipment, net	91,081	76,236
Contract acquisition costs	41,095	31,965
Intangibles, net	11,040	11,812
Goodwill	95,086	94,987
Deferred tax assets	2,194	2,179
Other assets	1,754	1,744
Total assets	528,325	512,710
CURRENT LIABILITIES:
Accounts payable	9,629	12,302
Accrued expenses and other current liabilities	100,138	62,778
Deferred revenue	90,359	88,751
Operating lease liability	6,295	6,602
Total current liabilities	206,421	170,433
Deferred revenue, net of current portion	243	438
Convertible senior notes, net	187,147	179,012
Other liabilities	111	72
Operating lease liability, net of current portion	9,310	12,865
Deferred tax liability	1,398	1,355
Total liabilities	404,630	364,175
Commitments and contingencies (Note 11)
STOCKHOLDERS’ EQUITY:
Preferred stock, $0.001 par value - 5,000,000 shares authorized, none issued	0	0
Common stock, $0.001 par value - 200,000,000 shares authorized, 69,457,299 and 66,543,073 shares issued, 66,747,469 and 63,833,243 shares outstanding as of September 30, 2020 and December 31, 2019, respectively	69	67
Additional paid-in capital	505,028	436,557
Treasury stock	(3)	(3)
Accumulated deficit	(378,629)	(283,562)
Accumulated other comprehensive loss	(2,770)	(4,524)
Total stockholders’ equity	123,695	148,535
Total liabilities and stockholders’ equity	$ 528,325	$ 512,710

CONDENSED CONSOLIDATED BALANC_2

CONDENSED CONSOLIDATED BALANCE SHEETS (Unaudited) (Parenthetical) - USD ($) $ in Thousands	Sep. 30, 2020	Dec. 31, 2019
Statement of Financial Position [Abstract]
Accounts receivable, allowance	$ 8,994	$ 4,226
Preferred stock, par value (in dollars per share)	$ 0.001	$ 0.001
Preferred stock, authorized (in shares)	5,000,000	5,000,000
Preferred stock, issued (in shares)	0	0
Common stock, par value (in dollars per share)	$ 0.001	$ 0.001
Common stock, authorized (in shares)	200,000,000	200,000,000
Common stock, issued (in shares)	69,457,299	66,543,073
Common stock, outstanding (in shares)	66,747,469	63,833,243

CONDENSED CONSOLIDATED STATEMEN

CONDENSED CONSOLIDATED STATEMENTS OF OPERATIONS (Unaudited) - USD ($) $ in Thousands	3 Months Ended		9 Months Ended
	Sep. 30, 2020	Sep. 30, 2019	Sep. 30, 2020	Sep. 30, 2019
Revenue	$ 94,804	$ 75,175	$ 264,495	$ 212,536
Costs and expenses
Cost of revenue	27,692	20,120	78,218	56,818
Sales and marketing	32,775	41,774	110,073	114,153
General and administrative	14,891	13,958	47,713	41,889
Product development	27,736	20,577	80,417	58,932
Restructuring costs	26,442	1,425	29,635	1,909
Amortization of purchased intangibles	411	447	1,219	1,346
Total costs and expenses	129,947	98,301	347,275	275,047
Loss from operations	(35,143)	(23,126)	(82,780)	(62,511)
Other (expense) income, net
Interest expense, net	(3,159)	(2,189)	(9,161)	(4,873)
Other (expense) income, net	(508)	379	(2,484)	862
Total other (expense) income, net	(3,667)	(1,810)	(11,645)	(4,011)
Loss before (benefit from) provision for income taxes	(38,810)	(24,936)	(94,425)	(66,522)
(Benefit from) provision for income taxes	(100)	936	(87)	2,227
Net loss	$ (38,710)	$ (25,872)	$ (94,338)	$ (68,749)
Net loss per share of common stock:
Basic net loss per common share (in dollars per share)	$ (0.58)	$ (0.41)	$ (1.44)	$ (1.10)
Diluted net loss per common share (in dollars per share)	$ (0.58)	$ (0.41)	$ (1.44)	$ (1.10)
Weighted-average shares used to compute net loss per share:
Weighted average shares outstanding used in basic net loss per common share calculation (in shares)	66,451,414	63,014,802	65,504,571	62,268,439
Weighted average shares outstanding used in diluted net loss per common share calculation (in shares)	66,451,414	63,014,802	65,504,571	62,268,439
Additional Information on Operating Expenses
Stock-based compensation expense	$ 15,500	$ 9,100	$ 46,200	$ 25,500
Cost of revenue
Additional Information on Operating Expenses
Stock-based compensation expense	2,288	763	5,735	1,911
Depreciation expense	2,710	2,208	7,619	6,192
Amortization of purchased intangibles	286	285	854	854
Sales and marketing
Additional Information on Operating Expenses
Stock-based compensation expense	1,873	2,050	9,536	5,744
Depreciation expense	511	423	1,798	1,210
General and administrative
Additional Information on Operating Expenses
Stock-based compensation expense	3,618	2,605	10,428	7,995
Depreciation expense	53	221	207	677
Product development
Additional Information on Operating Expenses
Stock-based compensation expense	7,753	3,650	20,472	9,889
Depreciation expense	$ 2,674	$ 1,305	$ 7,599	$ 3,726

CONDENSED CONSOLIDATED STATEM_2

CONDENSED CONSOLIDATED STATEMENTS OF COMPREHENSIVE LOSS (Unaudited) - USD ($) $ in Thousands	3 Months Ended		9 Months Ended
	Sep. 30, 2020	Sep. 30, 2019	Sep. 30, 2020	Sep. 30, 2019
Statement of Comprehensive Income [Abstract]
Net loss	$ (38,710)	$ (25,872)	$ (94,338)	$ (68,749)
Foreign currency translation adjustment	2,292	1,676	1,754	1,876
Comprehensive loss	$ (36,418)	$ (24,196)	$ (92,584)	$ (66,873)

CONSOLIDATED STATEMENTS OF STOC

CONSOLIDATED STATEMENTS OF STOCKHOLDERS' EQUITY (unaudited) - USD ($) $ in Thousands	Total	Common Stock	Treasury Stock	Additional Paid-in Capital	Accumulated Deficit	Accumulated Other Comprehensive Loss	ASU 2016-13 AdjustmentAccumulated Deficit
Beginning balance at Dec. 31, 2018	$ 170,729	$ 64	$ (3)	$ 362,590	$ (187,491)	$ (4,431)
Beginning balance (in shares) at Dec. 31, 2018		63,676,046	2,681,285
Increase (Decrease) in Stockholders' Equity [Roll Forward]
Common stock issued upon exercise of stock options	14,728	$ 1		14,727
Common stock issued upon exercise of stock options (in shares)		1,350,507
Common stock issued upon vesting of restricted stock units	1	$ 1
Common stock issued upon vesting of restricted stock units (in shares)		896,410
Common stock as earnout payment in connection with AdvantageTec Inc.	0
Stock-based compensation	18,175			18,175
Bonus cash payment settled in shares of the Company's common stock	0
Common stock issued under Employee Stock Purchase Plan	3,033			3,033
Common stock issued under Employee Stock Purchase Plan (in shares)		112,133
Common stock repurchase	(709)			(709)
Common stock repurchase (in shares)			(23,421)
Equity component of convertible senior notes	52,900			52,900
Equity component of convertible senior notes issuance costs	(1,986)			(1,986)
Purchase of capped call option	(23,184)			(23,184)
Net loss	(68,749)				(68,749)
Other comprehensive loss	(1,876)					(1,876)
Ending balance at Sep. 30, 2019	163,062	$ 66	$ (3)	425,546	(256,240)	(6,307)
Ending balance (in shares) at Sep. 30, 2019		66,035,096	2,704,706
Beginning balance at Dec. 31, 2018	170,729	$ 64	$ (3)	362,590	(187,491)	(4,431)
Beginning balance (in shares) at Dec. 31, 2018		63,676,046	2,681,285
Increase (Decrease) in Stockholders' Equity [Roll Forward]
Purchase of capped call option	(23,200)
Ending balance at Dec. 31, 2019	$ 148,535	$ 67	$ (3)	436,557	(283,562)	(4,524)	$ (729)
Ending balance (in shares) at Dec. 31, 2019	66,543,073	66,543,073	2,709,830
Beginning balance at Jun. 30, 2019	$ 177,317	$ 66	$ (3)	412,253	(230,368)	(4,631)
Beginning balance (in shares) at Jun. 30, 2019		65,398,798	2,704,706
Increase (Decrease) in Stockholders' Equity [Roll Forward]
Common stock issued upon exercise of stock options	5,647			5,647
Common stock issued upon exercise of stock options (in shares)		460,961
Common stock issued upon vesting of restricted stock units	0
Common stock issued upon vesting of restricted stock units (in shares)		142,236
Stock-based compensation	6,486			6,486
Common stock issued under Employee Stock Purchase Plan	1,160			1,160
Common stock issued under Employee Stock Purchase Plan (in shares)		33,101
Net loss	(25,872)				(25,872)
Other comprehensive loss	(1,676)					(1,676)
Ending balance at Sep. 30, 2019	163,062	$ 66	$ (3)	425,546	(256,240)	(6,307)
Ending balance (in shares) at Sep. 30, 2019		66,035,096	2,704,706
Beginning balance at Dec. 31, 2019	$ 148,535	$ 67	$ (3)	436,557	(283,562)	(4,524)	$ (729)
Beginning balance (in shares) at Dec. 31, 2019	66,543,073	66,543,073	2,709,830
Increase (Decrease) in Stockholders' Equity [Roll Forward]
Common stock issued upon exercise of stock options	$ 14,107	$ 1		14,106
Common stock issued upon exercise of stock options (in shares)	1,147,000	1,147,351
Common stock issued upon vesting of restricted stock units	$ 0
Common stock issued upon vesting of restricted stock units (in shares)		664,150
Common stock as earnout payment in connection with AdvantageTec Inc.	293			293
Common stock as earnout payment in connection with AdvantageTec Inc. (in shares)		11,508
Stock-based compensation	26,375			26,375
Bonus cash payment settled in shares of the Company's common stock	24,657	$ 1		24,656
Bonus cash payment settled in shares of the Company's common stock (in shares)		991,905
Common stock issued under Employee Stock Purchase Plan	3,041			3,041
Common stock issued under Employee Stock Purchase Plan (in shares)		99,312
Common stock repurchase	0
Equity component of convertible senior notes	0
Equity component of convertible senior notes issuance costs	0
Purchase of capped call option	0
Net loss	(94,338)				(94,338)
Other comprehensive loss	1,754					1,754
Ending balance at Sep. 30, 2020	$ 123,695	$ 69	$ (3)	505,028	(378,629)	(2,770)
Ending balance (in shares) at Sep. 30, 2020	69,457,299	69,457,299	2,709,830
Beginning balance at Jun. 30, 2020	$ 143,314	$ 69	$ (3)	488,229	(339,919)	(5,062)
Beginning balance (in shares) at Jun. 30, 2020		68,731,477	2,709,830
Increase (Decrease) in Stockholders' Equity [Roll Forward]
Common stock issued upon exercise of stock options	7,072			7,072
Common stock issued upon exercise of stock options (in shares)		544,693
Common stock issued upon vesting of restricted stock units	0
Common stock issued upon vesting of restricted stock units (in shares)		162,346
Stock-based compensation	9,423			9,423
Common stock issued under Employee Stock Purchase Plan	304			304
Common stock issued under Employee Stock Purchase Plan (in shares)		18,783
Net loss	(38,710)				(38,710)
Other comprehensive loss	2,292					2,292
Ending balance at Sep. 30, 2020	$ 123,695	$ 69	$ (3)	$ 505,028	$ (378,629)	$ (2,770)
Ending balance (in shares) at Sep. 30, 2020	69,457,299	69,457,299	2,709,830

CONDENSED CONSOLIDATED STATEM_3

CONDENSED CONSOLIDATED STATEMENTS OF CASH FLOWS (Unaudited) - USD ($) $ in Thousands	3 Months Ended		9 Months Ended		12 Months Ended
	Sep. 30, 2020	Sep. 30, 2019	Sep. 30, 2020	Sep. 30, 2019	Dec. 31, 2019
OPERATING ACTIVITIES:
Net loss	$ (38,710)	$ (25,872)	$ (94,338)	$ (68,749)
Adjustments to reconcile net loss to net cash provided by (used in) operating activities:
Stock-based compensation expense			46,171	25,539
Depreciation and amortization			17,223	11,805
Non-cash restructuring costs			19,085	0
Amortization of tenant allowance			0	(387)
Amortization of purchased intangibles			2,073	2,200
Amortization of debt issuance costs			908	663
Accretion of debt discount on convertible senior notes			7,227	5,278
Changes in fair value of contingent consideration			(263)	(328)
Provision for doubtful accounts			2,627	1,570
Deferred income taxes			47	198
Changes in operating assets and liabilities:
Accounts receivable			19,231	(9,334)
Prepaid expenses and other current assets			(6,055)	(7,880)
Contract acquisition costs noncurrent			(8,156)	(11,312)
Other assets			(35)	(144)
Accounts payable			(4,572)	(419)
Accrued expenses and other current liabilities			36,904	(7,300)
Deferred revenue			(164)	17,942
Operating lease liabilities			(287)	0
Other liabilities			29	214
Net cash provided by (used in) operating activities			37,655	(40,444)
INVESTING ACTIVITIES:
Purchases of property and equipment, including capitalized software			(32,904)	(33,559)
Payments for intangible assets			(1,259)	(695)
Net cash used in investing activities			(34,163)	(34,254)
FINANCING ACTIVITIES:
Repurchase of common stock			0	(709)
Proceeds from issuance of common stock in connection with the exercise of options and ESPP			17,147	17,761
Proceeds from issuance of convertible senior notes			0	230,000
Payment of issuance costs in connection with convertible senior notes			0	(8,618)
Payments related to contingent consideration			0	(487)
Purchase of capped call option			0	(23,184)
Net cash provided by financing activities			17,147	214,763
EFFECT OF FOREIGN EXCHANGE RATE CHANGES ON CASH AND CASH EQUIVALENTS			1,532	(1,361)
CHANGE IN CASH AND CASH EQUIVALENTS			22,171	138,704
CASH AND CASH EQUIVALENTS - Beginning of the period			176,523	66,449	$ 66,449
CASH AND CASH EQUIVALENTS - End of the period	$ 198,694	$ 205,153	198,694	205,153	$ 176,523
SUPPLEMENTAL DISCLOSURE OF OTHER CASH FLOW INFORMATION:
Cash paid for income taxes			4,321	2,126
SUPPLEMENTAL DISCLOSURE OF NON-CASH INVESTING AND FINANCING ACTIVITIES:
Purchase of property and equipment recorded in accounts payable			1,273	1,694
Issuance of 11,508 shares of common stock as earnout payment in connection with AdvantageTec Inc.			$ 294	0
Issuance of 11,508 shares of common stock as earnout payment in connection with AdvantageTec Inc. (shares)			11,508
Issuance of 991,905 shares of common stock to settle cash awards			$ 24,656	0
Supplemental Cash Flow, Disposal Of Property And Equipment			$ 16,713	0
Issuance of 991,905 shares of common stock to settle cash awards (shares)			991,905
Operating lease right of use asset			$ (19,024)	5,593
Operating lease liabilities- short-term and long term			(3,861)	1,763
Debt offering costs, accrued but not paid			$ 0	$ 18

Description of Business and Bas

Description of Business and Basis of Presentation	9 Months Ended
	Sep. 30, 2020
Accounting Policies [Abstract]
Description of Business and Basis of Presentation	Description of Business and Basis of Presentation LivePerson, Inc. (the “Company” or “LivePerson”) makes life easier for people and brands everywhere through messaging powered by AI making Conversational Commerce possible, and humans. During the past decade, the consumers have made the mobile device the center of their digital lives, and they have made mobile messaging the center of communication with friends, family and peers. The Company’s technology enables consumers to connect with businesses through these same preferred conversational interfaces, including Facebook Messenger, SMS, WhatsApp, Apple Business Chat, Google Rich Business Messenger and Alexa. These messaging conversations harness human agents, bots and Artificial Intelligence (AI) to power convenient, personalized and content-rich journeys across the entire consumer lifecycle, from discovery and research, to sales, service and support, and even marketing, social and brick and mortar engagements. For example, consumers can look up product info like ratings, images and pricing, search for stores, see product inventory, schedule appointments, apply for credit, approve repairs, make purchases or payments - all without ever leaving the messaging channel. These AI and human-assisted conversational experiences constitute the Conversational Space. The Conversational Cloud (formerly "LiveEngage"), the Company’s enterprise-class cloud-based platform, enables businesses to become conversational by securely deploying messaging, coupled with bots and AI, at scale for brands with tens of millions of customers and many thousands of customer care agents. The Conversational Cloud powers conversations across each of a brand’s primary digital channels, including mobile apps, mobile and desktop web browsers, short message service (SMS), social media and third-party consumer messaging platforms. Brands can also use Conversational Cloud to message consumers when they dial a 1-800 number instead of forcing them to navigate interactive voice response systems (IVRs) and wait on hold. Similarly, Conversational Cloud can receive traditional emails and convert them into messaging conversations, or embed messaging conversations directly into web advertisements, rather than redirect consumers to static website landing pages. LivePerson's robust, cloud-based suite of rich messaging, real-time chat, AI and automation offerings features consumer and agent facing bots, intelligent routing and capacity mapping, real-time intent detection and analysis, queue prioritization, customer sentiment, analytics and reporting, content delivery, Payment Card Industry (PCI) compliance, cobrowsing and a sophisticated proactive targeting engine. With Conversational Cloud, agents can manage all conversations with consumers through a single console interface, regardless of which disparate messaging endpoints the consumers originate from -- i.e., WhatsApp, Line, Apple Business Chat, IVR, social, email, Alexa, or WeChat. An extensible application programming interface (API) stack facilitates a lower cost of ownership by facilitating robust integration into back-end systems, as well as enabling developers to build their own programs and services on top of the platform. More than 40 APIs and software development kits are available on Conversational Cloud. LivePerson’s Conversational AI offerings put the power of bot development, training, management and analysis into the hands of the contact center and its agents, the teams most familiar with how to structure sales and service conversations to drive successful outcomes. The platform enables what we call “the tango” of humans, AI and bots, whereby human agents act as bot managers, overseeing AI-powered conversations and seamlessly stepping into the flow when a personal touch is needed. Agents become ultra-efficient, leveraging the AI engine to serve up relevant content, define next-best actions and take over repetitive transactional work, so that the agent can focus on relationship building. By seamlessly integrating messaging with the Company’s proprietary Conversational AI, as well as third-party bots, Conversational Cloud offers brands a comprehensive approach to scaling automations across their millions of customer conversations. Complementing the Company’s proprietary messaging and Conversational AI offerings are teams of technical, solutions and consulting professionals that have developed deep domain expertise in the implementation and optimization of conversational services across industries and messaging endpoints. LivePerson is a leading authority in the Conversational Space. LivePerson’s products, coupled with the Company’s domain knowledge, industry expertise and professional services, have been proven to maximize the effectiveness of the Conversational Space and deliver measurable return on investment. Certain of the Company’s customers have achieved the following advantages from the Company’s offerings: • the ability for each agent to manage as many as 40 messaging conversations at a time, as compared to one at a time for a voice agent and two to four at a time for a good chat agent. Adding AI and bots provides even greater scale to the number of conversations managed; • labor efficiency gains of at least two times that of a voice agents, effectively cutting labor costs by at least 50%; • improving the overall customer experience, thereby fueling customer satisfaction increases of up to 20 percentage points, and enhancing retention and loyalty; • more convenient, personalized and content-rich conversations that increase sales conversion by up to 20%, increase average order value and reduce abandonment; • more satisfied contact center agents, thereby reducing agent churn by up to 50%; • maintain a valued connection with consumers via mobile devices, either through native applications, websites, text messages, or third-party messaging platforms; • leverage spending that drives visitor traffic by increasing visitor conversions; • refine and improve performance by understanding which initiatives deliver the highest rate of return; and • increase lead generation by providing a single platform that engages consumers through advertisements and listings on branded and third-party websites. As a “cloud computing” or software-as-a-service (SaaS) provider, LivePerson provides solutions on a hosted basis. This model offers significant benefits over premise-based software, including lower up-front costs, faster implementation, lower total cost of ownership, scalability, cost predictability, and simplified upgrades. Organizations that adopt a fully-hosted, multi-tenant architecture that is maintained by LivePerson eliminate the majority of the time, server infrastructure costs, and IT resources required to implement, maintain, and support traditional on-premise software. To further enhance our platform, in September 2020 we signed a partnership with Infosys, a leader in next-generation digital services and consulting. We will work with Infosys to transform our technology infrastructure on the public cloud, to build integrated solutions and a global practice around our Conversational Cloud to sell into their channels and global enterprise customer base, and to redefine how the world's top brands communicate. More than 18,000 businesses, including HSBC, Orange, The Home Depot, and GM Financial use our conversational solutions to orchestrate humans and AI, at scale, and create a convenient, deeply personal relationship with their customers. LivePerson's consumer services offering is an online marketplace that connects independent service providers (Experts) who provide information and knowledge for a fee via mobile and online messaging with individual consumers (Users). Users seek assistance and advice in various categories including personal counseling and coaching, computers and programming, education and tutoring, spirituality and religion, and other topics. LivePerson was incorporated in the State of Delaware in November 1995 and the LivePerson service was introduced in November 1998. In April 2000, the Company completed an initial public offering and is currently traded on the NASDAQ Global Select Market and the Tel Aviv Stock Exchange. LivePerson is headquartered in New York City, and maintains a globally distributed, remote workforce. In 2020, due to health concerns related to the global novel coronavirus disease ("COVID-19") pandemic, the Company vacated its physical offices around the world, and began transitioning to a work-from-anywhere model, leveraging its expertise in AI and asynchronous communication to support operations, culture and productivity in this new environment. Basis of Presentation The accompanying condensed consolidated financial statements as of September 30, 2020 and for the three and nine months ended September 30, 2020 and 2019 are unaudited. In the opinion of management, the unaudited condensed consolidated financial statements have been prepared on the same basis as the annual financial statements and reflect all adjustments, which include only normal recurring adjustments, necessary to present fairly the consolidated financial position of LivePerson as of September 30, 2020 , and the consolidated results of operations, comprehensive loss and cash flows for the interim periods ended September 30, 2020 and 2019 . The financial data and other information disclosed in these notes to the condensed consolidated financial statements related to these periods are unaudited. The results of operations for any interim period are not necessarily indicative of the results of operations for any other future interim period or for a full fiscal year. The condensed consolidated balance sheet at December 31, 2019 has been derived from audited consolidated financial statements at that date. Certain information and note disclosures normally included in financial statements prepared in accordance with generally accepted accounting principles in the United States (“GAAP”) have been condensed or omitted pursuant to the rules and regulations of the Securities and Exchange Commission (the “SEC”). These unaudited interim condensed consolidated financial statements should be read in conjunction with the Company’s audited consolidated financial statements and notes thereto for the year ended December 31, 2019 included in the Company’s Annual Report on Form 10-K filed with the SEC on March 2, 2020 . Principles of Consolidation The condensed consolidated financial statements include the Company and its wholly-owned subsidiaries. All intercompany balances and transactions have been eliminated. Use of Estimates The preparation of the Company’s condensed consolidated financial statements in conformity with GAAP requires management to make estimates and assumptions that affect the reported amounts of assets and liabilities and disclosure of contingent assets and liabilities at the date of the condensed consolidated financial statements and the reported amounts of income and expenses during the reporting period. These estimates are based on information available as of the date of the condensed consolidated financial statements; therefore, actual results could differ from management’s estimates. Many of our estimates require increased judgment due to the significant volatility, uncertainty and economic disruption of the COVID-19 pandemic. We will continue to monitor the effects of the COVID-19 pandemic, and our estimates and judgments may change materially as new events occur or additional information becomes available to us. Recently Issued Accounting Standards In August 2020, the Financial Accounting Standards Board (“FASB”) issued ASU 2020-06, “Debt - Debt with Conversion and Other Options (Subtopic 470-20) and Derivatives and Hedging - Contracts in Entity's Own Equity (Subtopic 815-40): Accounting for Convertible Instruments and Contracts in an Entity's Own Equity”, which simplifies the accounting for convertible instruments by eliminating existing accounting models that require separation of a cash conversion or beneficial conversion feature from the host contract. Accordingly, a convertible debt instrument will be accounted as a single liability measured at its amortized cost and a convertible preferred stock will be accounted as a single equity instrument measured at its historical cost, as long as no other embedded features require bifurcation as derivatives and the convertible debt was not issued at a substantial premium. The ASU also simplifies the derivative scope exception for accounting for contracts in an entity's own equity by: • Removing certain conditions required to meet the settlement criterion • Clarifying that Instruments that are not indexed to the issuer's own stock must be remeasured at fair value through earnings at each reporting period • Clarifying the scope of reassessment guidance and disclosure requirements in Subtopic 815-40. The ASU also makes targeted improvements to the disclosure requirements for convertible instruments and earnings-per-share guidance. For SEC filers, excluding smaller reporting companies, the ASU is effective for fiscal years beginning after December 15, 2021, including interim periods within those fiscal years. The ASU specifies that the guidance should be adopted as of the beginning of the annual fiscal year. The Company is assessing what impact ASU 2020-06 will have on its condensed consolidated financial statements. In December 2019, the FASB issued ASU 2019-12, “Income Taxes (Topic 740): Simplifying the Accounting for Income Taxes.” The new guidance is intended to simplify the accounting for income taxes by removing certain exceptions and by updating accounting requirements around franchise taxes, goodwill recognized for tax purposes, the allocation of current and deferred tax expense among legal entities, among other minor changes. The ASU is effective for fiscal years beginning after December 15, 2020, including interim periods within those fiscal years. Early adoption is permitted. The Company is assessing what impact ASU 2019-12 will have on its condensed consolidated financial statements. Recently Adopted Accounting Pronouncements In June 2016, the FASB issued Accounting Standards Update ASU 2016-13, “Financial Instruments-Credit Losses (Topic 326)”, in order to improve financial reporting of expected credit losses on financial instruments and other commitments to extend credit. ASU 2016-13 requires that an entity measure and recognize expected credit losses for financial assets held at amortized cost and replaces the incurred loss impairment methodology in prior GAAP with a methodology that requires consideration of a broader range of information to estimate credit losses. Such required disclosures include, but are not limited to, the Company's methodology for estimating its allowance for credit losses. The Company adopted ASU 2016-13 effective January 1, 2020 and applied the guidance using a modified retrospective approach requiring that the Company recognize the cumulative effect of initially applying the impairment standard as an adjustment to opening accumulated deficit for the incremental increase in its allowance for credit losses as of January 1, 2020 over its allowance for bad debts as of December, 31, 2019, which amounted to $0.7 million. The Company will continue to actively monitor the impact of the recent COVID-19 pandemic on expected credit losses. In January 2017, the FASB issued Accounting Standards Update ASU 2017-04, “Simplifying the Test for Goodwill Impairment”, which eliminates the computation of the implied fair value of goodwill to measure a goodwill impairment charge. Instead, entities will record a goodwill impairment charge based on the excess of a reporting unit’s carrying amount over its fair value. The guidance is effective for interim and annual reporting periods beginning after December 15, 2019, with early adoption permitted. The Company adopted ASU 2017-04 in the first quarter of 2020 which reduced the complexity surrounding the evaluation of goodwill for impairment. The adoption of this guidance did not have a material impact on the Company’s condensed consolidated financial statements. In August 2018, the FASB issued ASU 2018-15, “Customer’s Accounting for Implementation Costs Incurred in a Cloud Computing Arrangement That Is a Service Contract,” which clarifies the accounting for implementation costs in cloud computing arrangements. The new standard aligns the treatment of implementation costs incurred by customers in cloud computing arrangements that are service contracts with the treatment of similar costs incurred to develop or obtain internal-use software. Under the new standard, implementation costs are deferred and presented in the same financial statement caption on the condensed consolidated balance sheet as a prepayment of related arrangement fees. The deferred costs are recognized over the term of the arrangement in the same financial statement caption in the condensed consolidated income statement as the related fees of the arrangement. The Company adopted ASU 2018-15 in the first quarter of 2020 and the impact of the adoption was not material to the Company's condensed consolidated financial statements.

Revenue Recognition

Revenue Recognition	9 Months Ended
	Sep. 30, 2020
Revenue from Contract with Customer [Abstract]
Revenue Recognition	Revenue Recognition The majority of the Company’s revenue is generated from monthly service revenues and related professional services from the sale of the LivePerson services. Revenues are recognized when control of these services is transferred to the Company's customers, in an amount that reflects the consideration the Company expects to be entitled to in exchange for those services. No single customer accounted for or exceeded 10% of our total revenue for the three and nine months ended September 30, 2020 . The Company determines revenue recognition through the following steps: • Identification of the contract, or contracts, with a customer; • Identification of the performance obligations in the contract; • Determination of the transaction price; • Allocation of the transaction price to the performance obligations in the contract; and • Recognition of revenue when, or as, the Company satisfies a performance obligation. Total revenue of $94.8 million and $75.2 million was recognized during the three months ended September 30, 2020 and 2019 , respectively, and $264.5 million and $212.5 million was recognized during the nine months ended September 30, 2020 and 2019 , respectively. Under Topic 606, the Company defers all incremental commission costs (contract acquisition costs) to obtain the contract. The contract acquisition costs, which are comprised of prepaid sales commissions, have balances at September 30, 2020 and December 31, 2019 of $41.1 million and $32.0 million , respectively. The Company amortizes these costs over the related period of benefit using the customers expected life that the Company determines to be three to five years, which is consistent with the transfer to the customer of the services to which the asset relates. The Company classifies contract acquisition costs as long-term unless they have an original amortization period of one year or less. Hosted Services- Business Revenue Hosted Services Business revenue is reported at the amount that reflects the ultimate consideration expected to be received and primarily consist of fees that provide customers access to Conversational Cloud, the Company’s enterprise-class, cloud-based platform. The Company has determined such access represents a stand-ready service provided continually throughout the contract term. As such, control and satisfaction of this stand-ready performance obligation is deemed to occur over time. The Company recognizes this revenue over time on a ratable basis over the contract term, beginning on the date that access to the Conversational Cloud platform is made available to the customer. The passage of time is deemed to be the most faithful depiction of the transfer of control of the services as the customer simultaneously receives and consumes the benefit provided by the Company’s performance. Subscription contracts are generally one year or longer in length, billed, monthly, quarterly or annually in advance. There is no significant variable consideration related to these arrangements. Additionally, for certain of the Company's larger customers, the Company may provide call center labor through an arrangement with one or more of several qualified vendors. For most of these customers, the Company passes the fee it incurs with the labor provider and its fee for the hosted services through to its customers in the form of a fixed fee for each order placed via the Company's online engagement solutions. For these Gainshare (formerly Pay for Performance) arrangements in accordance with ASC-606, “Principal Agent Considerations,” the Company acts as a principal in a transaction if it controls the specified goods or services before they are transferred to the customer. Professional Services Revenues Professional services revenue primarily consists of fees for deployment and optimization services, as well as training delivered on an on-demand basis which is deemed to represent a distinct stand-ready performance obligation. Professional Services Revenues are reported at the amount that reflects the ultimate consideration the Company expects to receive in exchange for such services. Control for the majority of the Company's Professional Services contracts passes over time to the customer and is recognized ratably over the contracted period, as the passage of time is deemed to be the most faithful depiction of the transfer of control. For certain deployment services, which are not deemed to represent a distinct performance obligation, revenue will be recognized in the same manner as the fee for access to the Conversational Cloud platform, and as such will be recognized on a straight-line basis over the contract term. For services billed on a fixed price basis, revenue is recognized over time based on the proportion performed using inputs as the measure of progress toward complete satisfaction of the performance obligation. Professional service contracts are generally one year or longer in length, billed, monthly, quarterly or annually in advance. There is no significant variable consideration related to these arrangements. Remaining Performance Obligation As of September 30, 2020 , the aggregate amount of the total transaction price allocated in contracts with original duration of greater than one year to the remaining performance obligations was $237.3 million . Approximately 90% of the Company’s remaining performance obligations is expected to be recognized during the next 24 months, with the balance recognized thereafter. The aggregate balance of unsatisfied performance obligations represents contracted revenue that has not yet been recognized, and does not include contract amounts that are cancelable by the customer, amounts associated with optional renewal periods, and any amounts related to performance obligations, which are billed and recognized as they are delivered. The Company has elected the optional exemption, which allows for the exclusion of the amounts for remaining performance obligations that are part of contracts with an original expected duration of one year or less. Such remaining performance obligations represent unsatisfied or partially unsatisfied performance obligation pursuant to ASC 606. Contracts with Multiple Performance Obligations Some of the Company's contracts with customers contain multiple performance obligations. For these contracts, the Company accounts for individual performance obligations separately if they are distinct. The transaction price is allocated to the separate performance obligations on a relative standalone selling price basis. The Company determines the standalone selling prices based on its overall pricing objectives, taking into consideration market conditions and other factors, including the value of its contracts, the cloud applications sold, and the number and types of users within its contracts. Hosted Services- Consumer Revenue For revenue from the Company's Consumer segment generated from online transactions between Experts and Users, revenue is recognized at an amount net of Expert fees in accordance with ASC 606, “Principal Agent Considerations,” due primarily to the fact that the Expert is the primary obligor. Additionally, the Company performs as an agent without any risk of loss for collection, and is not involved in selecting the Expert or establishing the Expert’s fee. The Company collects a fee from the consumer and retains a portion of the fee, and then remits the balance to the Expert. Revenue from these transactions is recognized at the point in time when the transaction is complete and no significant performance obligations remain. Deferred Revenues The Company records deferred revenues when cash payments are received or due in advance of the Company’s performance. The increase in the deferred revenue balance as of September 30, 2020 is primarily driven by cash payments received or due in advance of satisfying the Company’s performance obligations, partially offset by $84.9 million of revenues recognized that were included in the deferred revenue balance as of December 31, 2019 . The following table presents deferred revenue by revenue source (amounts in thousands): Deferred Revenue As of September 30, 2020 As of December 31, 2019 Hosted services – Business $ 87,466 $ 82,892 Hosted services – Consumer 815 687 Professional services – Business 2,078 5,172 Total deferred revenue - short term $ 90,359 $ 88,751 Hosted services – Business — — Professional services – Business 243 438 Total deferred revenue - long term $ 243 $ 438 Disaggregated Revenue The following table presents the Company's revenues disaggregated by revenue source (amounts in thousands): Three Months Ended Nine Months Ended September 30, September 30, 2020 2019 2020 2019 Revenue: Hosted services – Business $ 74,396 $ 57,824 $ 207,832 $ 163,033 Hosted services – Consumer 7,881 6,704 21,707 18,235 Professional services 12,527 10,647 34,956 31,268 Total revenue $ 94,804 $ 75,175 $ 264,495 $ 212,536 Revenue by Geographic Location The following table presents the Company’s revenues attributable to domestic and foreign operations for the periods presented (amounts in thousands): Three Months Ended Nine Months Ended September 30, September 30, 2020 2019 2020 2019 United States $ 58,561 $ 44,130 $ 166,668 $ 124,034 Other Americas (1) 3,979 3,814 9,047 8,466 Total Americas 62,540 47,944 175,715 132,500 EMEA (2) (4) 22,290 19,308 61,473 57,332 APAC (3) 9,974 7,923 27,307 22,704 Total revenue $ 94,804 $ 75,175 $ 264,495 $ 212,536 (1) Canada, Latin America and South America (2) Europe, the Middle East and Africa (“EMEA”) (3) Asia-Pacific (“APAC”) (4) Includes revenues from the United Kingdom of $ 14.6 million and $12.3 million for the three months ended September 30, 2020 and 2019 , respectively, and from the Netherlands of $ 0.6 million and $2.4 million for the three months ended September 30, 2020 and 2019 , respectively. Includes revenues from the United Kingdom of $39.7 million and $36.9 million for the nine months ended September 30, 2020 and 2019 , respectively, and from Netherlands of $2.5 million and $7.5 million for the nine months ended September 30, 2020 and 2019 , respectively. Information about Contract Balances Amounts collected in advance of services being provided are accounted for as deferred revenue. Nearly all of the Company's deferred revenue balance is related to Hosted Services - Business Revenue. In some arrangements, the Company allows customers to pay for access to the Conversational Cloud over the term of the software license. The Company refers to these as subscription transactions. Amounts recognized as revenue in excess of amounts billed are recorded as unbilled receivables. Unbilled receivables, anticipated to be invoiced in the next twelve months, are included in accounts receivable on the condensed consolidated balance sheet. Contract acquisition costs represent prepaid sales commissions. The opening and closing balances of the Company's accounts receivable, unbilled receivables, contract acquisition costs and deferred revenues are as follows (amounts in thousands): Accounts Receivable (1) Unbilled Receivable (1) Contract Acquisition Costs noncurrent Deferred Revenue (current) Deferred Revenue (long term) Opening Balance as of December 31, 2019 $ 70,318 $ 17,302 $ 31,965 $ 88,751 $ 438 (Decrease) Increase, net (15,461 ) (5,676 ) 9,130 1,608 (195 ) Ending Balance as of September 30, 2020 $ 54,857 $ 11,626 $ 41,095 $ 90,359 $ 243 (1) These accounts include the $0.7 million adjustment in connection with the adoption of ASU 2016-13 (Topic 326). Accounts Receivable, Net The timing of revenue recognition, billings and cash collections results in billed accounts receivable, unbilled receivables (contract assets), and customer advances and deposits (contract liabilities, which are included in accrued liabilities and other long-term liabilities) on the condensed consolidated balance sheet. Under the typical payment terms of our over time contracts, the customer pays us either performance-based payments or progress payments. Amounts billed and due from our customers are classified as receivables on the condensed consolidated balance sheet. Accounts receivable is presented net of an allowance for doubtful accounts and sales reserve of $ 5.0 million and $ 4.0 million at September 30, 2020 , respectively and $3.1 million and $1.1 million at December 31, 2019 , respectively. An allowance for doubtful accounts is established to recognize expected credit losses on accounts receivable balances. Judgment is required in the estimation of the allowance and the Company evaluates the collectability of its accounts receivable based on a combination of factors. If the Company becomes aware of a customer’s inability to meet its financial obligations, a specific allowance is recorded to reduce the net receivable to the amount reasonably believed to be collectible from the customer. For all other customers, the Company uses an aging schedule and recognize allowances for doubtful accounts based on the creditworthiness of the debtor, the age and status of outstanding receivables, the current business environment and its historical collection experience adjusted for current expectations for the customers or industry. Accounts receivable are written off against the allowance for uncollectible accounts when the Company determines amounts are no longer collectible. Allowance for doubtful accounts (in thousands): As of September 30, 2020 Balance at beginning of year, as adjusted for the adoption of ASU 2016-13 (Topic 326) $ 3,799 Accruals for credit loss charged to expense, net 1,154 Balance at end of period $ 4,953

Net Loss Per Share

Net Loss Per Share	9 Months Ended
	Sep. 30, 2020
Earnings Per Share [Abstract]
Net Loss Per Share	Net Loss Per Share The Company calculates earnings per share (“EPS”) in accordance with the provisions of ASC 260-10. Under the guidance, basic EPS excludes dilution for common stock equivalents and is computed by dividing net income or loss attributable to common shareholders by the weighted average number of common shares outstanding for the period. All options, warrants or other potentially dilutive instruments issued for nominal consideration are required to be included in the calculation of basic and diluted net income attributable to common stockholders. Diluted EPS is calculated using the treasury stock method and reflects the potential dilution that could occur if securities or other contracts to issue common stock were exercised or converted into common stock and resulted in the issuance of common stock. Diluted net loss per common share for the three and nine months ended September 30, 2020 does not include the effect of 8,061,415 outstanding common stock awards, as the effect of their inclusion is anti-dilutive. Diluted net loss per common share for the three and nine months ended September 30, 2019 does not include the effect of 8,905,707 outstanding common stock awards, as the effect of their inclusion is anti-dilutive. A reconciliation of shares used in calculating basic and diluted net loss per share follows: Three Months Ended Nine Months Ended September 30, September 30, 2020 2019 2020 2019 Basic 66,451,414 63,014,802 65,504,571 62,268,439 Effect of assumed exercised options — — — — Diluted 66,451,414 63,014,802 65,504,571 62,268,439 In March 2019, the Company issued $230.0 million aggregate principal amount of 0.750% Convertible Senior Notes due 2024 in a private placement, which amount includes $30.0 million aggregate principal amount of such Notes pursuant to the exercise in full of the over-allotment options of the initial purchasers (collectively, the “Notes”). The Company expects to settle the principal amount of its outstanding Notes in cash and any excess in shares of the Company’s common stock. The Company uses the treasury stock method for calculating any potential dilutive effect of the conversion spread on diluted net income per share, if applicable. The conversion spread will have a dilutive impact on diluted net income per share of common stock when the average market price of the Company’s common stock for a given period exceeds the initial conversion price of 130% of $38.58 per share for the Notes. The conversion rate is subject to adjustment upon the occurrence of certain specified events but will not be adjusted for any accrued and unpaid interest. Holders of the Notes may convert their Notes at their option at any time prior to the close of business on the business day immediately preceding November 1, 2023, in multiples of $1,000 principal amount, only under the following circumstances: (1) during any calendar quarter commencing after the calendar quarter ending on June 30, 2019 (and only during such calendar quarter), if the last reported sale price of the Company’s common stock for at least 20 trading days (whether or not consecutive) during a period of 30 consecutive trading days ending on, and including, the last trading day of the immediately preceding calendar quarter is greater than or equal to 130% of the conversion price for the Notes on each applicable trading day as determined by the Company; (2) during the five business day period after any five consecutive trading day period (the “measurement period”) in which the “trading price” (as defined in the indenture governing the Notes) per $1,000 principal amount of Notes for each trading day of the measurement period was less than 98% of the product of the last reported sale price of the Company’s common stock and the conversion rate for the Notes on each such trading day; or (3) upon the occurrence of specified corporate events. On or after November 1, 2023, holders may convert all or any portion of their Notes at any time prior to the close of business on the second scheduled trading day immediately preceding the maturity date, regardless of the foregoing circumstances. Upon conversion, the Company will pay or deliver, as the case may be, cash, shares of its common stock or a combination of cash and shares of its common stock, at the Company’s election. See Note 8 of the Notes to condensed consolidated financial statements for a full description of the Notes.

Segment Information

Segment Information	9 Months Ended
	Sep. 30, 2020
Segment Reporting [Abstract]
Segment Information	Segment Information The Company accounts for its segment information in accordance with the provisions of ASC 280-10, “Segment Reporting.” ASC 280-10 establishes annual and interim reporting standards for operating segments of a company. ASC 280-10 requires disclosures of selected segment-related financial information about products, major customers, and geographic areas based on the Company’s internal accounting methods. The Company is organized into two operating segments for purposes of making operating decisions and assessing performance. The Business segment enables brands to leverage Conversational Cloud’s sophisticated intelligence engine to connect with consumers through an integrated suite of mobile and online business messaging technologies. The Consumer segment facilitates online transactions between independent service providers (“Experts”) and individual consumers (“Users”) seeking information and knowledge for a fee via mobile and online messaging. Both segments currently generate their revenue primarily in the United States. The chief operating decision maker, who is the chief executive officer, evaluates performance, makes operating decisions, and allocates resources based on the operating income of each segment. The reporting segments follow the same accounting polices used in the preparation of the Company’s condensed consolidated financial statements which are described in the summary of Critical Accounting Policies and Estimates. The Company allocates cost of revenue, sales and marketing and amortization of purchased intangibles to the segments, but it does not allocate product development expenses, general and administrative expenses, restructuring costs and income tax expense because management does not use this information to measure performance of the operating segments. There are currently no inter-segment sales. Summarized financial information by segment for the three months ended September 30, 2020 , based on the Company’s internal financial reporting system utilized by the Company’s chief operating decision maker, follows (amounts in thousands): Business Consumer Corporate Consolidated Revenue: Hosted services – Business $ 74,396 $ — $ — $ 74,396 Hosted services – Consumer — 7,881 — 7,881 Professional services 12,527 — — 12,527 Total revenue 86,923 7,881 — 94,804 Cost of revenue 25,862 1,830 — 27,692 Sales and marketing 27,525 5,250 — 32,775 Amortization of purchased intangibles 411 — — 411 Unallocated corporate expenses — — 69,069 69,069 Operating income (loss) $ 33,125 $ 801 $ (69,069 ) $ (35,143 ) Summarized financial information by segment for the three months ended September 30, 2019 , based on the Company’s internal financial reporting system utilized by the Company’s chief operating decision maker, follows (amounts in thousands): Business Consumer Corporate Consolidated Revenue: Hosted services – Business $ 57,824 $ — $ — $ 57,824 Hosted services – Consumer — 6,704 — 6,704 Professional services 10,647 — — 10,647 Total revenue 68,471 6,704 — 75,175 Cost of revenue 18,950 1,170 — 20,120 Sales and marketing 37,512 4,262 — 41,774 Amortization of purchased intangibles 447 — — 447 Unallocated corporate expenses — — 35,960 35,960 Operating income (loss) $ 11,562 $ 1,272 $ (35,960 ) $ (23,126 ) Summarized financial information by segment for the nine months ended September 30, 2020 , based on the Company’s internal financial reporting system utilized by the Company’s chief operating decision maker, follows (amounts in thousands): Business Consumer Corporate Consolidated Revenue: Hosted services – Business $ 207,832 $ — $ — $ 207,832 Hosted services – Consumer — 21,707 — $ 21,707 Professional services 34,956 — — $ 34,956 Total revenue 242,788 21,707 — 264,495 Cost of revenue 73,291 4,927 — $ 78,218 Sales and marketing 93,920 16,153 — $ 110,073 Amortization of purchased intangibles 1,219 — — $ 1,219 Unallocated corporate expenses — — 157,765 $ 157,765 Operating income (loss) $ 74,358 $ 627 $ (157,765 ) $ (82,780 ) Summarized financial information by segment for the nine months ended September 30, 2019 , based on the Company’s internal financial reporting system utilized by the Company’s chief operating decision maker, follows (amounts in thousands): Business Consumer Corporate Consolidated Revenue: Hosted services – Business $ 163,033 $ — $ — $ 163,033 Hosted services – Consumer — 18,235 — 18,235 Professional services 31,268 — — 31,268 Total revenue 194,301 18,235 — 212,536 Cost of revenue 53,572 3,246 — 56,818 Sales and marketing 103,171 10,982 — 114,153 Amortization of purchased intangibles 1,346 — — 1,346 Unallocated corporate expenses — — 102,730 102,730 Operating income (loss) $ 36,212 $ 4,007 $ (102,730 ) $ (62,511 ) Geographic Information The Company is domiciled in the United States and has international operations in Israel, the United Kingdom, Asia-Pacific and Australia, Latin America and Western Europe, particularly France, Germany and the Netherlands. The following table presents the Company’s long-lived assets by geographic region as of the dates presented (amounts in thousands): September 30, December 31, 2020 2019 United States $ 184,210 $ 177,776 Israel 16,631 16,680 Australia 13,030 13,765 Netherlands 8,267 7,705 Other (1) 20,898 18,677 Total long-lived assets $ 243,036 $ 234,603 (1) United Kingdom, Germany, Japan, France and Italy

Goodwill and Intangible Assets

Goodwill and Intangible Assets	9 Months Ended
	Sep. 30, 2020
Goodwill and Intangible Assets Disclosure [Abstract]
Goodwill and Intangible Assets	Goodwill and Intangible Assets Goodwill The changes in the carrying amount of goodwill for the nine months ended September 30, 2020 are as follows (amounts in thousands): Business Consumer Consolidated Balance as of December 31, 2019 $ 86,963 $ 8,024 $ 94,987 Adjustments to goodwill: Foreign exchange adjustment 99 — 99 Balance as of September 30, 2020 $ 87,062 $ 8,024 $ 95,086 Intangible Assets Intangible assets are summarized as follows (amounts in thousands): As of September 30, 2020 Gross Carrying Amount Accumulated Amortization Net Carrying Amount Weighted Average Amortization Period Amortizing intangible assets: Technology $ 30,451 $ (26,391 ) $ 4,060 5.3 years Customer relationships 16,973 (13,722 ) 3,251 8.4 years Patents 4,500 (850 ) 3,650 13.1 years Other 314 (235 ) 79 2.2 years Total $ 52,238 $ (41,198 ) $ 11,040 As of December 31, 2019 Gross Carrying Amount Accumulated Amortization Net Carrying Amount Weighted Average Amortization Period Amortizing intangible assets: Technology $ 30,413 $ (25,187 ) $ 5,226 5.3 years Customer relationships 16,964 (12,958 ) 4,006 8.4 years Patents 3,267 (714 ) 2,553 12.8 years Other 262 (235 ) 27 2.7 years Total $ 50,906 $ (39,094 ) $ 11,812 Amortization expense is calculated over the estimated useful life of the asset. Aggregate amortization expense for intangible assets was $0.7 million for the three months ended September 30, 2020 and 2019 , respectively, and $ 2.1 million and $ 2.2 million for the nine months ended September 30, 2020 and 2019 , respectively. For the three and nine months ended September 30, 2020 and 2019 , respectively, a portion of this amortization is included in cost of revenue. Estimated amortization expense for the next five years is as follows (amounts in thousands): Estimated Amortization Expense Remaining 2020 $ 694 2021 2,563 2022 2,210 2023 929 2024 728 Thereafter 3,916 Total $ 11,040

Property and Equipment

Property and Equipment	9 Months Ended
	Sep. 30, 2020
Property, Plant and Equipment [Abstract]
Property and Equipment	Property and Equipment The following table presents the detail of property and equipment for the periods presented (amounts in thousands): September 30, December 31, Computer equipment and software $ 103,443 $ 92,493 Furniture, equipment and building improvements — 16,487 Internal-use software development costs 78,887 52,544 182,330 161,524 Less: accumulated depreciation (91,249 ) (85,288 ) Total $ 91,081 $ 76,236

Accrued Expenses and Other Curr

Accrued Expenses and Other Current Liabilities	9 Months Ended
	Sep. 30, 2020
Payables and Accruals [Abstract]
Accrued Expenses and Other Current Liabilities	Accrued Expenses and Other Current Liabilities The following table presents the detail of accrued expenses and other current liabilities for the periods presented (amounts in thousands): September 30, December 31, Payroll and other employee related costs $ 34,784 $ 27,920 Professional services and consulting and other vendor fees 41,425 20,382 Unrecognized tax benefits 2,058 2,053 Sales commissions 9,642 9,654 Contingent earn-out (see Notes 9 and 10) — 557 Restructuring (see Note 13) 7,157 314 Sales tax liabilities 2,623 — Other 2,449 1,898 Total $ 100,138 $ 62,778

Convertible Senior Notes and Ca

Convertible Senior Notes and Capped Call Transactions	9 Months Ended
	Sep. 30, 2020
Debt Disclosure [Abstract]
Convertible Senior Notes and Capped Call Transactions	Convertible Senior Notes and Capped Call Transactions In March 2019, the Company issued $230.0 million aggregate principal amount of 0.750% Convertible Senior Notes due 2024 in a private placement, which amount includes $30.0 million aggregate principal amount of such Notes pursuant to the exercise in full of the over-allotment options of the initial purchasers (collectively, the “Notes”). The interest on the Notes is payable semi-annually in arrears on March 1 and September 1 of each year, beginning on September 1, 2019. The Notes will mature on March 1, 2024, unless earlier repurchased or redeemed by the Company or converted pursuant to their terms. The total net proceeds from the debt offering, after deducting debt issuance costs, paid or payable by us, was approximately $221.0 million . Each $1,000 principal amount of the Notes is initially convertible into 25.9182 shares of the Company’s common stock par value $0.001 , which is equivalent to an initial conversion price of approximately $38.58 per share. The conversion rate is subject to adjustment upon the occurrence of certain specified events but will not be adjusted for any accrued and unpaid interest. In addition, following certain corporate events that occur prior to the maturity date, the Company will increase the conversion rate for a holder who elects to convert its Notes in connection with such a corporate event. The Notes are not redeemable prior to the maturity date of the Notes and no sinking fund is provided for the Notes. If we undergo a fundamental change (as defined in the indenture governing the Notes) prior to the maturity date, holders may require us to repurchase for cash all or any portion of their Notes in principal amounts of $1,000 or a multiple thereof at a fundamental change repurchase price equal to 100% of the principal amount of the Notes to be repurchased, plus accrued and unpaid interest to, but excluding, the fundamental change repurchase date. Holders of the Notes may convert their Notes at their option at any time prior to the close of business on the business day immediately preceding November 1, 2023, in multiples of $1,000 principal amount, only under the following circumstances: (1) during any calendar quarter commencing after the calendar quarter ending on June 30, 2019 (and only during such calendar quarter), if the last reported sale price of the Company’s common stock for at least 20 trading days (whether or not consecutive) during a period of 30 consecutive trading days ending on, and including, the last trading day of the immediately preceding calendar quarter is greater than or equal to 130% of the conversion price for the Notes on each applicable trading day as determined by the Company; (2) during the five business day period after any five consecutive trading day period (the “measurement period”) in which the “trading price” (as defined in the indenture governing the Notes) per $1,000 principal amount of Notes for each trading day of the measurement period was less than 98% of the product of the last reported sale price of the Company’s common stock and the conversion rate for the Notes on each such trading day; or (3) upon the occurrence of specified corporate events. On or after November 1, 2023, holders may convert all or any portion of their Notes at any time prior to the close of business on the second scheduled trading day immediately preceding the maturity date, regardless of the foregoing circumstances. Upon conversion, the Company will pay or deliver, as the case may be, cash, shares of its common stock or a combination of cash and shares of its common stock, at the Company’s election. It is the Company’s current intent to settle the principal amount of its outstanding Notes in cash and any excess in shares of the Company’s common stock. During the quarter ended September 30, 2020 , the conditions allowing holders of the Notes to convert were met and, thus, holders of the Notes maintain the option to convert their Notes during the quarter ending December 31, 2020. The Notes are senior unsecured obligations and will rank senior in right of payment to any of the Company’s indebtedness that is expressly subordinated in right of payment to the Notes; equal in right of payment with the Company’s existing and future liabilities that are not so subordinated; effectively subordinated to any of the Company’s secured indebtedness to the extent of the value of the assets securing such indebtedness; and structurally junior to all indebtedness and other liabilities (including trade payables) of current or future subsidiaries of the Company. In accounting for the issuance of the Notes, the Company separated the Notes into liability and equity components. The carrying amount of the liability component was calculated by measuring the fair value of a similar debt instrument that does not have an associated convertible feature. The carrying amount of the equity component representing the conversion option was $52.9 million and was determined by deducting the fair value of the liability component from the par value of the Notes. The equity component is not remeasured as long as it continues to meet the conditions for equity classification. The excess of the principal amount of the liability component over its carrying amount, or the debt discount, is amortized to interest expense at an effective interest rate over the contractual terms of the Notes. In accounting for the transaction costs related to the Notes, the Company allocated the total amount incurred of approximately $8.6 million to the liability and equity components of the Notes based on the proportion of the proceeds allocated to the debt and equity components. Issuance costs attributable to the liability component were approximately $6.6 million , were recorded as an additional debt discount and are amortized to interest expense using the effective interest method over the contractual terms of the Notes. Issuance costs attributable to the equity component were approximately $2.0 million and recorded as a reduction of additional paid in capital in stockholders’ equity. The net carrying amount of the liability component of the Notes was as follows (in thousands): As of September 30, 2020 As of December 31, 2019 Principal $ 230,000 $ 230,000 Unamortized discount (38,068 ) (45,295 ) Unamortized issuance costs (4,785 ) (5,693 ) Net carrying amount $ 187,147 $ 179,012 The net carrying amount of the equity component of the Notes was as follows (in thousands): As of September 30, 2020 Proceeds allocated to the conversion options (debt discount) $ 52,900 Issuance costs (1,986 ) Net carrying amount $ 50,914 The following table sets forth the interest expense recognized related to the Notes (in thousands): Three Months Ended September 30, Nine Months Ended September 30, 2020 2019 2020 2019 Contractual interest expense $ 431 $ 417 $ 1,294 $ 992 Amortization of issuance costs 308 287 908 663 Amortization of debt discount 2,450 2,288 7,227 5,278 Total interest expense $ 3,189 $ 2,992 $ 9,429 $ 6,933 The remaining term over which the debt discount and debt issuance costs will be amortized is 3.4 years and 4.4 years as of September 30, 2020 and 2019, respectively. The effective interest rate on the debt was 4.97% and 6.18% for the periods September 30, 2020 and 2019, respectively. Interest expense is reflected as a component of interest (expense) income, net in the accompanying condensed consolidated statements of operations for the three and nine months ended September 30, 2020 and 2019. In connection with the offering of the Notes, the Company entered into privately-negotiated capped call option transactions with certain counterparties (the “capped calls”). The capped calls each have an initial strike price of approximately $38.58 per share, subject to certain adjustments, which corresponds to the initial conversion price of the Notes. The capped calls have initial cap prices of $57.16 per share, subject to certain adjustment events. The capped calls cover, subject to anti-dilution adjustments, approximately 5.96 million shares of common stock. The capped calls are generally intended to reduce or offset the potential dilution to the common stock upon any conversion of the Notes with such reduction or offset, as the case may be, subject to a cap based on the cap price. The capped calls expire on March 1, 2024, subject to earlier exercise. The capped calls are subject to either adjustment or termination upon the occurrence of specified extraordinary events affecting the Company, including a merger event, a tender offer, and a nationalization, insolvency or delisting involving the Company. In addition, the capped calls are subject to certain specified additional disruption events that may give rise to a termination of the capped calls, including changes in law, failure to deliver, and hedging disruptions. The capped calls are recorded in stockholders’ equity and are not accounted for as derivatives. The net cost of $23.2 million incurred to purchase the capped calls was recorded as a reduction to additional paid-in capital in the accompanying December 31, 2019 condensed consolidated balance sheet.

Acquisitions

Acquisitions	9 Months Ended
	Sep. 30, 2020
Business Combinations [Abstract]
Acquisitions	Acquisitions AdvantageTec Inc. In October 2018, the Company entered into a stock purchase agreement to acquire the outstanding equity interest of AdvantageTec Inc. (“AdvantageTec”), a leading provider of texting solutions for service departments of automotive dealerships that helps enable Conversational Commerce across the entire dealership, including both front end/variable operations (new and used vehicle sales) and back end/fixed operations (parts and services). The purchase agreement was for total consideration of approximately $11.2 million , which included approximately $6.0 million in cash, approximately $4.3 million in shares of common stock, and approximately $0.9 million of potential earn-out consideration in cash and shares of common stock. The earn-out was contingent upon achieving certain targeted financial, strategic and integration objectives and milestones and is included as part of the purchase price. During 2019, the Company recorded a $0.2 million fair value re-measurement adjustment and made payments of $0.5 million in earn-out consideration. During the nine months ended September 30, 2020 , the Company recorded a $0.3 million fair value re-measurement adjustment, which was recorded in loss from operations as a decrease in general and administrative expenses. The Company settled the remaining contingent earn-out of approximately $0.3 million in stock. As of September 30, 2020 , there are no additional contingent earn-out payments. The purchase price allocation resulted in approximately $9.1 million of goodwill and approximately $2.2 million of intangible assets. The goodwill will not be deductible for tax purposes. The intangible assets are being amortized over their expected period of benefit. A deferred tax liability for the identified intangibles has been recorded. AdvantageTec Inc. enhances the Company’s messaging platform available for the automotive industry and is included in the Company's business segment. Conversable, Inc. In September 2018, the Company acquired the employees and technology assets of Conversable, Inc. a SaaS based Artificial Intelligence powered conversational platform, headquartered in Austin, Texas, for an aggregate estimated purchase price of $5.7 million . The estimated purchase price consisted of $1.3 million in cash, approximately $2.9 million in shares of common stock of the Company, and a potential earn-out consideration of $1.5 million in cash, which was based on achieving certain targeted financial, strategic, and integration objectives and milestones and was included as part of the purchase price. During 2019, the Company recorded a $0.5 million fair value re-measurement adjustment and settled the remaining contingent earn-out in stock. The purchase price allocation resulted in approximately $5.5 million of goodwill and approximately $0.5 million of intangible assets. The goodwill will be deductible for tax purposes. The intangible assets are being amortized over their expected period of benefit. The allocation of the purchase price to net book value of acquired assets and liabilities resulted in a net liability of $0.3 million , which includes accounts receivable, property and equipment, accrued expenses, and deferred revenue. Conversable Inc.’s capabilities will accelerate the ongoing expansion of the Company's Conversational Commerce solutions and enhance the Company’s ability to deliver proactive and personalized content and services when and where the customer needs it, helping consumers find immediate service through messaging. Conversable, Inc. is included in the Company's business segment. BotCentral, Inc. In January 2018, the Company acquired the employees and technology assets of BotCentral, Inc., a Silicon Valley based startup, for a purchase price of approximately $1.0 million in common stock of the Company. The Company incurred an additional $0.2 million related to acquisition costs. This transaction was accounted for as an asset purchase. The aggregate amount of approximately $1.2 million

Fair Value Measurements

Fair Value Measurements	9 Months Ended
	Sep. 30, 2020
Fair Value Disclosures [Abstract]
Fair Value Measurements	Fair Value Measurements The Company measures its cash equivalents at fair value based on an expected exit price as defined by the authoritative guidance on fair value measurements, which represents the amount that would be received on the sale of an asset or paid to transfer a liability, as the case may be, in an orderly transaction between market participants. As such, fair value may be based on assumptions that market participants would use in pricing an asset or liability. The authoritative guidance on fair value measurements establishes a consistent framework for measuring fair value on either a recurring or nonrecurring basis whereby inputs, used in valuation techniques, are assigned a hierarchical level. The following are the hierarchical levels of inputs to measure fair value: • Level 1: Observable inputs that reflect quoted prices (unadjusted) for identical assets or liabilities in active markets. • Level 2: Inputs reflect: quoted prices for identical assets or liabilities in markets that are not active; quoted prices for similar assets or liabilities in active markets; inputs other than quoted prices that are observable for the assets or liabilities; or inputs that are derived principally from or corroborated by observable market data by correlation or other means. • Level 3: Unobservable inputs reflecting the Company’s assumptions incorporated in valuation techniques used to determine fair value. These assumptions are required to be consistent with market participant assumptions that are reasonably available. Financial Assets and Liabilities The carrying amount of cash, accounts receivable, and accounts payable approximate their fair value due to their short-term nature. The Company’s assets and liabilities that are measured at fair value on a recurring basis, by level, within the fair value hierarchy as of September 30, 2020 and December 31, 2019 , are summarized as follows (amounts in thousands). September 30, 2020 December 31, 2019 Level 1 Level 2 Level 3 Total Level 1 Level 2 Level 3 Total Assets: Cash equivalents: Money market funds $ 3,195 $ — $ — $ 3,195 $ 2,899 $ — $ — $ 2,899 Total assets $ 3,195 $ — $ — $ 3,195 $ 2,899 $ — $ — $ 2,899 Liabilities: Contingent earn-out $ — $ — $ — $ — $ — $ — $ 557 $ 557 Total liabilities $ — $ — $ — $ — $ — $ — $ 557 $ 557 In determining fair value, the Company utilizes valuation techniques that maximize the use of observable inputs and minimize the use of unobservable inputs to the extent possible as well as considers counterparty credit risk in its assessment of fair value. Observable or market inputs reflect market data obtained from independent sources, while unobservable inputs reflect the Company’s assumptions based on the best information available. The Company's money market funds are measured at fair value on a recurring basis based on quoted market prices in active markets and are classified as level 1 within the fair value hierarchy. The Company's contingent earn-out liability is measured at fair value on a recurring basis and is classified as level 3 within the fair value hierarchy. On a nonrecurring basis, the Company uses fair value measures when analyzing asset impairment. Long-lived tangible assets are reviewed for impairment whenever events or changes in circumstances indicate that the carrying amount of an asset may not be recoverable. If it is determined such indicators are present and the review indicates that the assets will not be fully recoverable, based on undiscounted estimated cash flows over the remaining amortization periods, their carrying values are reduced to estimated fair value. The Company uses an income approach and inputs that constitute level 3. During the third quarter of each year, the Company evaluates goodwill for impairment at the reporting unit level. The Company uses qualitative factors in accordance with ASC-350 to determine whether it is “more likely than not” that the fair value of a reporting unit is less than its carrying amount as a basis for determining whether it is necessary to perform a goodwill impairment test. This measurement is classified based on level 3 input. As of September 30, 2020 , the fair value of the Notes, as further described in Note 8 above, was approximately $195 million . Management determines the fair value by utilizing an independent valuation specialist using the antithetic variable technique and is considered a level 2 fair value measurement. The Company recorded a contingent earn-out of $2.4 million in December 2018 in connection with the acquisitions of Conversable, Inc. and AdvantageTec Inc. The contingent earn-out is based on achieving certain targeted financial, strategic, and integration objectives. The unobservable inputs considered are probability factors and the time value of money. During the year ended December 31, 2019, the contingent earn-out decreased by $1.8 million due to a decrease in re-measurement to fair value of Conversable, Inc. of $0.5 million and payments of $0.5 million in cash and $1.0 million in shares, offset in part by an increase of re-measurement to fair value of AdvantageTec Inc. of $0.2 million . During the nine months ended September 30, 2020 , the contingent earn-out decreased by $0.6 million due to a decrease in re-measurement in fair value of AdvantageTec Inc. of $0.3 million and payments of $0.3 million in shares. As a result, there was no remaining contingent earn-out balance as of September 30, 2020 . See Note 9 of the Notes to condensed consolidated financial statements for a full description of the acquisition. The changes in fair value of the level 3 liabilities are as follows (amounts in thousands): Contingent Earn-Out September 30, 2020 December 31, 2019 Balance, Beginning of period $ 557 $ 2,372 Conversable, Inc. fair value adjustment (see Note 9) — (496 ) AdvantageTec Inc. fair value adjustment (see Note 9) (263 ) 168 Payments (294 ) (1,487 ) Balance, End of period $ — $ 557

Commitments and Contingencies

Commitments and Contingencies	9 Months Ended
	Sep. 30, 2020
Commitments and Contingencies Disclosure [Abstract]
Commitments and Contingencies	Commitments and Contingencies Contractual Obligations The Company leases facilities and certain car leases (the “leases”) under agreements accounted for as operating leases. The leases have initial lease terms ranging from 1 years to 12 years. Payments due under the lease contracts include primarily fixed payments. The lease terms include periods under options to extend or terminate the lease when it is reasonably certain that we will exercise that option. Currently, there are no operating leases where we believe it is reasonably certain that the Company will exercise any option to extend the initial term. The Company has evaluated its facility leases and determined which leases met the definition of the new standard in accordance with Topic 842. The Company also performed an evaluation of their other contracts with suppliers in accordance with Topic 842 and have determined that, except for the facilities and car leases described above, none of its supply contracts contain a lease. Further, the Company has made an accounting policy election to keep leases with a term of twelve months or less off the balance sheet. This policy applies to all classes of the underlying assets. The Company will recognize those lease payments and associated interest expense in the consolidated statement of operations evenly over the lease term. The Company elected the “package of practical expedients,” which permits the Company not to reassess under ASC 842 its prior conclusions about lease identification, lease classification and initial direct costs. The Company also made a policy election not to separate non-lease components from lease components. Furthermore, the Company elected to not capitalize leases with a term of 12 months or less and recognize the lease expense for such leases generally on a straight-line basis over the lease term. In connection with the leases, the Company recognized operating lease right-of-use assets of $0.8 million and $15.7 million and an aggregate lease liability of $15.6 million and $19.5 million in its condensed consolidated balance sheet as of September 30, 2020 and December 31, 2019 , respectively. The determination of the discount rate used to calculate the present value of the right-of-use assets and lease liabilities depends on whether an interest rate is specified in the lease or not. If the lease specifies a rate, that rate is used when calculating the present value of lease payments. If the rate is not readily determinable, which is generally the case for the Company, the Company’s incremental borrowing rate (“IBR”) as of the date of inception of the lease is used (for initial measurement, the IBR was determined as of the adoption date of the standard). The IBR is the rate of interest that the Company would have to pay to borrow on a collateralized basis over a similar term and amount equal to the lease payments in a similar economic environment. The Company used a ratings benchmark report against its peers in the technology sector. The Company has operating leases for its corporate offices and other service agreements. The Company's leases have remaining lease terms of 1 to 12 years, some of which include options to extend. The Company's lease expense for the three months ended September 30, 2020 and 2019 , consisting entirely of operating leases, was approximately $2.5 million and $3.3 million , respectively. The Company's lease expense for the nine months ended September 30, 2020 and 2019 was approximately $9.4 million and $9.3 million , respectively. Operating lease payments, which reduced operating cash flows, amounted to $4.3 million and $5.0 million for the nine months ended September 30, 2020 and 2019, respectively. During the nine months ended September 30, 2020 , the Company decided to abandon the Berlin office. The cease use date was March 31, 2020. According to ASC 842, the Company elected to apply the “loss of straight-line lease cost”, amortizing the remaining right-of-use asset of approximately $0.4 million from the decision date to the cease use date. This expense is included in restructuring costs in the condensed consolidated statements of operations for the nine months ended September 30, 2020. On July 13, 2020, the Company announced its decision to transition to an employee-centric model under which employees will work remotely rather than in traditional offices. In connection with this decision, the Company abandoned 14 leases in its global portfolio of office leases during the three months ended September 30, 2020. As a result, the Company recognized accelerated amortization to fully reduce the carrying value of the associated right of use assets (“ROU assets”) between the decision date, which was determined to be July 13, 2020 and the cease use date. There were no changes to the accounting for the lease liabilities associated with the leased office spaces. Additionally, the Company recognized accelerated depreciation of fixed assets that were determined to no longer be of future economic benefit to the Company based on the decision to vacate the leased office space. Lease restructuring expenses of $24.1 million are included in restructuring costs in the condensed consolidated statements of operations for the three and nine months ended September 30, 2020. The Company also incurred other non-recurring expenses of $2.4 million and $5.6 million in restructuring costs in the condensed consolidated statements of operations for the three and nine months ended September 30, 2020 associated with the transition to the employee-centric model. These expenses include termination penalties, moving expenses, storage expenses and incremental legal and consulting fees. The associated liability is presented on the condensed consolidated balance sheets within accrued expenses and other current liabilities as of September 30, 2020. Subsequent adjustments to these liabilities, including final settlement of the amounts, will be reflected in future period earnings. The Company continues to actively assess its global lease portfolio. However, any additional derecognition of ROU assets and incurrence of various one-time expenses in connection with early termination of additional leases is not expected to be material to our financial condition or results of operations. Supplemental balance sheet information related to leases was as follows: As of September 30, 2020 As of December 31, 2019 Operating Leases (in thousands, except lease term and discount rate) Right-of-use asset $ 786 $ 15,680 Current operating lease liability 6,295 6,602 Long term operating lease liability 9,310 12,865 Total operating lease liability $ 15,605 $ 19,467 Weighted Average Remaining Lease Term Operating leases 3.5 years 3.5 years Weighted Average Discount Rate Operating leases 7 % 7 % Future minimum lease payments under non-cancellable operating leases (with an initial or remaining lease terms in excess of one year) are as follows (amounts in thousands): Year ending December 31: As of September 30, 2020 As of December 31, 2019 2020 (remaining three months for September 30, 2020) $ 1,807 $ 7,787 2021 6,778 6,530 2022 4,006 3,746 2023 2,148 1,925 2024 1,367 1,148 Thereafter 1,247 864 Total undiscounted lease payments 17,353 22,000 Less: present value adjustment (1,748 ) (2,533 ) Total operating lease liability $ 15,605 $ 19,467 The timing and amounts of future minimum lease payments under non-cancellable operating leases in the above table may be subject to change as a result of the restructuring (see Note 13). Employee Benefit Plans In 2019, the Company's 401(k) policy was changed to a Safe Harbor Plan, whereby the Company matches 100% of the first 3% of eligible compensation and 50% of the next 2% of eligible compensation. Furthermore, the match is immediately vested. Salaries and related expenses include $0.7 million and $0.8 million of employer matching contributions for the three months ended September 30, 2020 and 2019 , respectively, and $2.5 million for the nine months ended September 30, 2020 and 2019 . Letters of Credit As of September 30, 2020 , the Company has a $0.5 million letter of credit outstanding substantially in favor of a certain landlord for office space. In addition, the Company has a letter of credit totaling $0.1 million as a security deposit for the due performance by the Company of the terms and conditions of a supply contract. As a result of our transition to an employee-centric model, there were two draws against our letter of credit in the aggregate amount of $1.3 million in connection with exiting leases in Alpharetta, Georgia and Israel during the nine months ended September 30, 2020 . Non Income Tax Matters The Company is in the process of finalizing its sales tax liability analysis for states in which it has economic nexus. During the first quarter of 2020, the Company determined it was probable the Company would be subject to sales tax liabilities plus applicable interest in these states and has estimated the potential exposure to range between $2.5 million to $6.3 million . The Company determined that its best estimate of what would be reasonably expected for the Company to settle the potential exposure was $2.5 million and accordingly, the Company accrued this amount with a corresponding charge to earnings as of and for the three months ended March 31, 2020. Through September 30, 2020 , there has not been any significant changes in the Company’s process of finalizing its sales tax liability nor in the overall accrued amount. COVID-19 Pandemic In December 2019, a novel coronavirus disease (“COVID-19”) was first reported. On March 11, 2020, due to worldwide spread of the virus, the World Health Organization characterized COVID-19 as a pandemic. The COVID-19 global pandemic has resulted in a widespread health crisis, and the resulting impact on governments, businesses and individuals and actions taken by them in response to the situation have resulted in widespread economic disruptions, significantly affecting broader economies, financial markets, and overall demand for the Company’s products. The COVID-19 outbreak also has caused increased uncertainty in estimates and assumptions affecting the reported amounts of assets and liabilities, and the disclosure of contingent assets and liabilities in the Company’s Condensed Consolidated Financial Statements as the extent and period of recovery from the COVID-19 outbreak and related economic disruption is difficult to forecast. The extent to which COVID-19 impacts the Company’s business and financial results will depend on numerous evolving factors including, but not limited to, the magnitude and duration of COVID-19, the extent to which it will impact worldwide macroeconomic conditions, the speed of the anticipated recovery, and governmental and business reactions to the pandemic. The Company assessed certain accounting matters that generally require consideration of forecasted financial information in context with the information reasonably available to the Company and the unknown future impacts of COVID-19. The accounting matters assessed included, but were not limited to, the Company’s allowance for credit losses and the carrying value of the goodwill and other long-lived assets. While there was not any significant impact to the operations of the Company, during the three months ended September 30, 2020 , the Company moved to an employee-centric model under which employees will work remotely rather than in traditional offices due to concerns about COVID-19. As a result of this decision, the Company recognized accelerated amortization to fully reduce the carrying value of the associated right of use assets (“ROU assets”) for 14 leases within its global lease portfolio, which is a material impact to the Company’s consolidated financial statements as of and for the nine months ended September 30, 2020 . Refer to earlier paragraphs of this Note 11 for a detailed discussion of the impacts of this lease restructuring. The Company’s future assessment of the magnitude and duration of COVID-19, as well as other factors, could result in other material impacts to the Company’s consolidated financial statements in future reporting periods.

Stockholders' Equity

Stockholders' Equity	9 Months Ended
	Sep. 30, 2020
Share-based Payment Arrangement [Abstract]
Stockholders' Equity	Stockholders ’ Equity Common Stock As of September 30, 2020 , there were 200,000,000 shares of common stock authorized, 69,457,299 shares issued, and 66,747,469 shares outstanding. As of December 31, 2019 , there were 200,000,000 shares of common stock authorized, 66,543,073 shares issued and 63,833,243 shares outstanding. The par value for common shares is $0.001 per share. On June 6, 2019, the Company’s stockholders approved an amendment to the Company’s certificate of incorporation to increase the number of shares of our common stock that the Company is authorized to issue from 100,000,000 to 200,000,000 shares. On November 12, 2019, the Company filed a charter amendment with the State of Delaware to effectuate the increase in the number of shares of the Company’s common stock that the Company is authorized to issue. Preferred Stock As of September 30, 2020 and December 31, 2019 , there were 5,000,000 shares of preferred stock authorized, and zero shares issued and outstanding. The par value for preferred shares is $0.001 per share. Stock Repurchase Program From 2012 through 2018, the Company had a stock repurchase program in place pursuant to which the Company was authorized to repurchase shares of its common stock, in the open market or privately negotiated transactions, at times and prices considered appropriate by the Board of Directors depending upon prevailing market conditions and other corporate considerations. The timing and actual number of shares repurchased depended on a variety of factors including the timing of open trading windows, price, corporate and regulatory requirements and other market conditions. The program was discontinued at the end of 2018. The Company may or may not enter into a new stock repurchase program in the future. Stock-Based Compensation The Company follows FASB ASC 718-10, “Stock Compensation,” which addresses the accounting for transactions in which an entity exchanges its equity instruments for goods or services, with a primary focus on transactions in which an entity obtains employee services in share-based payment transactions. ASC 718-10 requires measurement of the cost of employee services received in exchange for an award of equity instruments based on the grant-date fair value of the award. Incremental compensation costs arising from subsequent modifications of awards after the grant date must be recognized. Our forfeiture rate assumptions, which estimate the share-based awards that will ultimately vest, requires judgment, and to the extent actual results or updated estimates differ from our current estimates, such amounts will be recorded as a cumulative adjustment in the period of change and could be materially different from share-based compensation expense recorded in prior periods. Effective January 1, 2020, the Company changed its forfeiture rate estimate which resulted in an increase in stock compensation expense of $2.3 million as of March 31, 2020. The per share weighted average fair value of stock options granted was $17.73 and $13.07 during the three months ended September 30, 2020 and 2019 , respectively. The per share weighted average fair value of stock options granted was $12.67 and $11.58 during the nine months ended September 30, 2020 and 2019 , respectively. The fair value of each option grant is estimated on the date of grant, adjusted for estimated forfeitures, using the Black-Scholes option-pricing model with the following weighted average assumptions: Three Months Ended September 30, Nine Months Ended September 30, 2020 2019 2020 2019 Dividend yield 0.0% 0.0% 0.0% 0.0% Risk-free interest rate 0.26%-0.29% 1.83% 0.26%-0.66% 1.88% - 2.57% Expected life (in years) 5 5 5 5 Historical volatility 52.26%-52.43% 43.71% 46.50%-52.43% 43.42% A description of the methods used in the significant assumptions used to estimate the fair value of stock-based compensation awards follows: Dividend yield – The Company uses 0% as it has never issued dividends and does not anticipate issuing dividends in the near term. Risk-free interest rate – The Company uses the market yield on U.S. Treasury securities at five years with constant maturity, representing the current expected life of stock options in years. Expected life – The Company uses historical data to estimate the expected life of a stock option. Historical volatility – The Company uses a trailing five year from grant date to determine volatility. Stock Option Plans During 1998, the Company established the Stock Option and Restricted Stock Purchase Plan (the “1998 Plan”). Under the 1998 Plan, the Board of Directors could issue incentive stock options or nonqualified stock options or other equity-based awards in respect of up to 5,850,000 shares of common stock. The 2000 Stock Incentive Plan (the “2000 Plan”) succeeded the 1998 Plan. Under the 2000 Plan, the options which had been outstanding under the 1998 Plan were incorporated in the 2000 Plan increasing the number of shares available for issuance under the 2000 Plan by approximately 4,150,000 , thereby reserving for issuance 10,000,000 shares of common stock in the aggregate. The Company established the 2009 Stock Incentive Plan (the “2009 Plan”) as a successor to the 2000 Plan. Under the 2009 Plan, the options which had been outstanding under the 2000 Plan were incorporated into the 2009 Plan and the Company increased the number of shares available for issuance under the plan by 6,000,000 . The Company amended the 2009 Plan (the “Amended 2009 Plan”) effective June 7, 2012. The Amended 2009 Plan increased the number of shares authorized for issuance under the plan by an additional 4,250,000 . On June 2, 2017, the Company's Board of Directors amended and restated the Amended 2009 Plan effective April 30, 2017. The amended and restated plan increased the number of shares authorized for issuance under the plan by an additional 4,000,000 . On April 11, 2019, the Company's Board of Directors adopted, and on June 6, 2019, the Company's stockholders approved, the 2019 Stock Incentive Plan (“2019 Stock Incentive Plan”) to replace the Amended 2009 Plan, which was set to expire under its terms on June 9, 2019. Under the 2019 Stock Incentive Plan, the number of shares underlying options and other equity awards which remain outstanding, as well as the number of shares that remained available for grant, under the Amended 2009 Plan and under the Amended 2000 Plan were incorporated, as of June 6, 2019, into the 2019 Stock Incentive Plan. In addition, under the 2019 Stock Incentive Plan, 4,250,000 new shares were authorized for issuance. On June 11, 2020, the Company's Board of Directors adopted, and on June 17, 2020, the company's stockholders approved, the amendments to the LivePerson, Inc. 2019 Stock Incentive Plan. In addition, under the 2019 Stock Incentive Plan, 3,000,000 new shares were authorized for issuance. The number of shares authorized for issuance under the 2019 Stock Incentive Plan, the Amended 2009 Plan, and the 2000 Plan is 35,067,744 shares in the aggregate. Options to acquire common stock granted thereunder have 10 -year terms. As of September 30, 2020 , approximately 3.3 million shares of common stock remained available for issuance under the 2019 Stock Incentive Plan (taking into account all option exercises and other equity award settlements through September 30, 2020 ). Employee Stock Purchase Plan In June 2010, the Company’s stockholders approved the 2010 Employee Stock Purchase Plan with 1,000,000 shares of common stock initially reserved for issuance. Subject to stockholder approval, which was obtained on June 2, 2017, the Company's Board of Directors amended and restated the 2010 Employee Stock Purchase Plan effective April 30, 2017. The amended and restated plan increased the number of shares authorized for issuance under the plan by an additional 1,000,000 , thereby reserving for issuance 2,000,000 shares of common stock in the aggregate. On April 11, 2019, the Company's Board of Directors adopted, and on June 6, 2019, the Company's stockholders approved, the 2019 Employee Stock Purchase Plan (the “2019 Employee Stock Purchase Plan”) to replace the Amended and Restated 2010 Employee Stock Purchase Plan which was set to expire under its terms in June 2020. There are 1,000,000 shares authorized and reserved for issuance under the 2019 Employee Stock Purchase Plan. As of September 30, 2020 , approximately 0.8 million shares of common stock remain available for issuance under the 2019 Employee Stock Purchase Plan (taking into account all share purchases through September 30, 2020 ). Inducement Plan During January 2018, the Company established the Inducement Plan (the “2018 Plan”). Under the 2018 Plan, the Board of Directors can issue nonqualified stock options or other equity-based awards in respect of up to 1,500,000 shares of common stock. On April 25, 2018, the Company's Board of Directors amended and restated the 2018 Plan (the “Amended 2018 Plan”). The Amended 2018 Plan increased the number of shares authorized for issuance under the plan by an additional 500,000 shares, and subsequently the Board of Directors has approved and ratified, effective as of July 31, 2018, October 29, 2018 and February 13, 2019, increases of the number of shares authorized for issuance under the Amended 2018 Plan by 500,000 , 250,000 and 618,048 shares, respectively, constituting 3,368,048 shares of common stock in the aggregate being reserved for issuance pursuant to grants under the Amended 2018 Plan. As of September 30, 2020 , approximately 1.2 million shares of common stock remained available for issuance under the Amended 2018 Plan (taking into account all option exercises and other equity award settlements through September 30, 2020 ). Stock Option Activity A summary of the Company’s stock option activity and weighted average exercise prices follows: Stock Option Activity Weighted Average Remaining Contractual Term (in years) Aggregate Intrinsic Value (in thousands) Options (in thousands) Weighted Average Exercise Price Balance outstanding at December 31, 2019 5,799 $ 16.57 6.79 119,064 Granted 671 Exercised (1,147 ) Cancelled or expired (491 ) Balance outstanding at September 30, 2020 4,832 $ 18.59 6.52 $ 161,335 Options vested and expected to vest 1,561 $ 22.29 8.27 $ 46,349 Options exercisable at September 30, 2020 2,612 $ 14.35 4.89 $ 98,314 The total fair value of stock options exercised during the nine months ended September 30, 2020 was approximately $6.3 million . As of September 30, 2020 , there was approximately $18.8 million of total unrecognized compensation cost related to nonvested share-based compensation arrangements. That cost is expected to be recognized over a weighted average period of approximately 2.6 years. Restricted Stock Unit Activity A summary of the Company’s restricted stock units (“RSUs”) activity and weighted average exercise prices follows: Restricted Stock Unit Activity Number of Shares (in thousands) Weighted Average Grant Date Fair Value (Per Share) Aggregate Fair Value (in thousands) Balance outstanding at December 31, 2019 3,049 $ 24.73 $ 112,848 Awarded 2,456 Vested (1,656 ) Forfeited (623 ) Non-vested and outstanding at September 30, 2020 3,226 $ 25.91 $ 167,993 Expected to vest 2,060 $ 25.13 $ 107,115 RSUs granted to employees generally vest over a three to four-year period or upon achievement of certain performance conditions. In accordance with ASU 2017-09, as of September 30, 2020 , total unrecognized compensation cost, adjusted for estimated forfeitures, related to nonvested RSUs was approximately $72.2 million and the weighted-average remaining vesting period was 2.9 years. For the three months ended September 30, 2020 and 2019, the Company accrued approximately $11.3 million and $2.6 million in cash awards, respectively, and for the nine months ended September 30, 2020 and 2019, the Company accrued approximately $18.4 million and $7.4 million in cash awards, respectively, to be settled in shares of the Company's stock and recorded a corresponding expense, which is included as a component of stock-based compensation expense in the accompanying condensed consolidated statements of operations for the three and nine months ended September 30, 2020 and 2019, respectively. Stock-based compensation expense recognized in the Company’s condensed consolidated statements of operations and cash flows was $15.5 million and $9.1 million for the three months ended September 30, 2020 and 2019, respectively, and $46.2 million and $25.5 million for the nine months ended September 30, 2020 and 2019, respectively.

Restructuring

Restructuring	9 Months Ended
	Sep. 30, 2020
Restructuring and Related Activities [Abstract]
Restructuring	Restructuring In response to the COVID-19 pandemic, the Company went through a re-evaluation of our real estate needs. In connection with this re-evaluation, and the success we have had working remotely, it was decided in July 2020 that we would significantly reduce the real estate space we lease. This decision resulted in the significant reduction of the real estate space we lease and the removal of the associated ROU assets. Furthermore, this resulted in various one-time expenses in connection with the abandonment of the majority of our leased facilities. The lease restructuring costs noted below are a result of this transition to an employee-centric model. On top of the lease restructuring costs, the Company went through a further restructuring related to costs associated with re-prioritizing and reallocating resources to focus on areas showing high growth potential. The expenses associated with these restructuring events were approximately $26.4 million and $1.4 million during the three months ended September 30, 2020 and 2019 , respectively and $29.6 million and $1.9 million for the nine months ended September 30, 2020 and 2019 , respectively. The Company expects to incur additional restructuring costs through December 31, 2020. The restructuring liability was approximately $7.2 million and $0.3 million as of September 30, 2020 and December 31, 2019 , respectively. It is classified as accrued expenses and other current liabilities on the condensed consolidated balance sheets. The following table presents the detail of the liability for the Company's restructuring charges for the periods presented (amounts in thousands): As of September 30, 2020 December 31, 2019 Balance, Beginning of the year $ 314 $ 977 Lease restructuring costs 4,765 — Severance and other compensation associated costs 5,574 2,043 Cash payments (3,496 ) (2,706 ) Balance, End of period $ 7,157 $ 314 The following table presents the detail of expenses for the Company's restructuring charges for the three months ended September 30, 2020 (amounts in thousands): September 30, 2020 2019 Lease restructuring costs: ROU assets write down $ 13,938 $ — Abandonment of property and equipment 5,147 — Other lease restructuring costs 4,976 — Total Lease restructuring costs $ 24,061 $ — Severance and other compensation associated costs $ 2,381 $ 1,425 Total restructuring costs $ 26,442 $ 1,425 The following table presents the detail of expenses for the Company's restructuring charges for the nine months ended September 30, 2020 (amounts in thousands): September 30, 2020 2019 Lease restructuring costs: ROU assets write down $ 13,938 $ — Abandonment of property and equipment 5,147 — Other lease restructuring costs 4,976 — Total Lease restructuring costs $ 24,061 $ — Severance and other associated costs 5,574 1,909 Total restructuring costs $ 29,635 $ 1,909

Legal Matters

Legal Matters	9 Months Ended
	Sep. 30, 2020
Commitments and Contingencies Disclosure [Abstract]
Legal Matters	Legal Matters The Company previously filed an intellectual property suit against [24]7 Customer, Inc. (‘‘[24]7’’) in the Southern District of New York on March 6, 2014 seeking damages on the grounds that [24]7 reverse engineered and misappropriated the Company’s technology to develop competing products and misused the Company’s business information. On June 22, 2015, [24]7 Customer, Inc. filed suit against the Company in the Northern District of California alleging patent infringement. On December 7, 2015, [24]7 Customer Inc. filed a second patent infringement suit against the Company, also in the Northern District of California. On March 16, 2017, the New York case was voluntarily transferred and consolidated with the two California cases in the Northern District of California for all pre-trial purposes. Rulings by both the Court and the United States Patent Office in the Company’s favor have invalidated the majority of [24]7 patents that were asserted in the patent cases. Trial for the Company’s intellectual property and other claims asserted against [24]7 is set for March 15, 2021. Trial for [24]7’s patent infringement claims has been vacated, to be reset after the trial on LivePerson’s claims. The Company believes the claims filed by [24]7 are entirely without merit and intends to defend them vigorously. In July 2020, we made a decision to exit our office leases due to the COVID-19 pandemic. We are in the process of negotiating termination agreements with each of our landlords. Landlords in certain locations have initiated proceedings with respect to lease terminations. We have fully accrued unpaid rent through date of this update and believe we have adequately reserved on our books, and that this amount should be adequate to cover our liability. We do not expect these matters to have a material adverse effect on our results of operations. The Company routinely assesses all of its litigation and threatened litigation as to the probability of ultimately incurring a liability, and records its best estimate of the ultimate loss in situations where the Company assesses the likelihood of loss as probable. From time to time, the Company is involved in or subject to legal, administrative and regulatory proceedings, claims, demands and investigations arising in the ordinary course of business, including direct claims brought by or against the Company with respect to intellectual property, contracts, employment and other matters, as well as claims brought against the Company’s customers for whom the Company has a contractual indemnification obligation. The Company accrues for a liability when it is both probable that a liability has been incurred and the amount of the loss can be reasonably estimated. Significant judgment is required in both the determination of probability and the determination as to whether a loss is reasonably estimable. In addition, in the event the Company determines that a loss is not probable, but is reasonably possible, and it becomes possible to develop what the Company believes to be a reasonable range of possible loss, then the Company will include disclosure related to such matter as appropriate and in compliance with ASC 450. The accruals or estimates, if any, resulting from the foregoing analysis, are reviewed at least quarterly and adjusted to reflect the impact of negotiations, settlements, rulings, advice of legal counsel and other information and events pertaining to a particular matter. To the extent there is a reasonable possibility that the losses could exceed the amounts already accrued, the Company will, as applicable, adjust the accrual in the period the determination is made, disclose an estimate of the additional loss or range of loss, indicate that the estimate is immaterial with respect to its financial statements as a whole or, if the amount of such adjustment cannot be reasonably estimated, disclose that an estimate cannot be made.

Income Taxes

Income Taxes	9 Months Ended
	Sep. 30, 2020
Income Tax Disclosure [Abstract]
Income Taxes	Income Taxes Income taxes are accounted for under the asset and liability method. Under this method, deferred tax assets and liabilities are recognized for the future tax consequences attributable to differences between the financial statement carrying amounts of existing assets and liabilities and their respective tax bases and operating loss and tax credit carryforwards. Deferred tax assets and liabilities are measured using enacted tax rates expected to apply to taxable income in the years in which those temporary differences are expected to be recovered or settled. In assessing the realizability of deferred tax assets, management considers whether it is more likely than not that some portion or all of the deferred tax assets will be realized. The ultimate realization of deferred tax assets is dependent upon the generation of future taxable income during the periods in which those temporary differences are expected to become deductible. In evaluating our ability to recover our deferred tax assets in the jurisdiction from which they arise, we consider all available positive and negative evidence, including scheduled reversals of deferred tax liabilities, projected future taxable income, tax-planning strategies, and results of recent operations. We include interest accrued on the underpayment of income taxes in interest expense and penalties, if any, related to unrecognized tax benefits in general and administrative expenses. We recorded a valuation allowance as we considered our cumulative loss in recent years as a significant piece of negative evidence. Valuation allowances are established, when necessary, to reduce deferred tax assets to the amount expected to be realized. On March 27, 2020, the Coronavirus Aid, Relief, and Economic Security (CARES) Act was signed into law making several changes to the Internal Revenue Code. The changes include, but are not limited to: increasing the limitation on the amount of deductible interest expense; allowing companies to carryback certain net operating losses; and increasing the amount of net operating loss carryforwards that corporations can use to offset taxable income. Under the CARES Act, the Company is able to recognize the benefit of the tax year 2018 loss by carrying back the loss to prior periods. There was no tax benefit recognized for the three months ended September 30, 2020. The total tax benefit recognized in the Company’s condensed consolidated statement of operations for the nine months ended September 30, 2020 as a result of the CARES Act is approximately $ 0.6 million .

Subsequent Events

Subsequent Events	9 Months Ended
	Sep. 30, 2020
Subsequent Events [Abstract]
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Description of Business and B_2

Description of Business and Basis of Presentation (Policies)	9 Months Ended
	Sep. 30, 2020
Accounting Policies [Abstract]
Basis of Presentation	Basis of Presentation The accompanying condensed consolidated financial statements as of September 30, 2020 and for the three and nine months ended September 30, 2020 and 2019 are unaudited. In the opinion of management, the unaudited condensed consolidated financial statements have been prepared on the same basis as the annual financial statements and reflect all adjustments, which include only normal recurring adjustments, necessary to present fairly the consolidated financial position of LivePerson as of September 30, 2020 , and the consolidated results of operations, comprehensive loss and cash flows for the interim periods ended September 30, 2020 and 2019 . The financial data and other information disclosed in these notes to the condensed consolidated financial statements related to these periods are unaudited. The results of operations for any interim period are not necessarily indicative of the results of operations for any other future interim period or for a full fiscal year. The condensed consolidated balance sheet at December 31, 2019 has been derived from audited consolidated financial statements at that date. Certain information and note disclosures normally included in financial statements prepared in accordance with generally accepted accounting principles in the United States (“GAAP”) have been condensed or omitted pursuant to the rules and regulations of the Securities and Exchange Commission (the “SEC”). These unaudited interim condensed consolidated financial statements should be read in conjunction with the Company’s audited consolidated financial statements and notes thereto for the year ended December 31, 2019 included in the Company’s Annual Report on Form 10-K filed with the SEC on March 2, 2020 .
Principles of Consolidation	Principles of Consolidation The condensed consolidated financial statements include the Company and its wholly-owned subsidiaries. All intercompany balances and transactions have been eliminated.
Use of Estimates	Use of Estimates The preparation of the Company’s condensed consolidated financial statements in conformity with GAAP requires management to make estimates and assumptions that affect the reported amounts of assets and liabilities and disclosure of contingent assets and liabilities at the date of the condensed consolidated financial statements and the reported amounts of income and expenses during the reporting period. These estimates are based on information available as of the date of the condensed consolidated financial statements; therefore, actual results could differ from management’s estimates. Many of our estimates require increased judgment due to the significant volatility, uncertainty and economic disruption of the COVID-19 pandemic. We will continue to monitor the effects of the COVID-19 pandemic, and our estimates and judgments may change materially as new events occur or additional information becomes available to us.
Recently Issued Accounting Standards and Recently Adopted Accounting Pronouncements	Recently Issued Accounting Standards In August 2020, the Financial Accounting Standards Board (“FASB”) issued ASU 2020-06, “Debt - Debt with Conversion and Other Options (Subtopic 470-20) and Derivatives and Hedging - Contracts in Entity's Own Equity (Subtopic 815-40): Accounting for Convertible Instruments and Contracts in an Entity's Own Equity”, which simplifies the accounting for convertible instruments by eliminating existing accounting models that require separation of a cash conversion or beneficial conversion feature from the host contract. Accordingly, a convertible debt instrument will be accounted as a single liability measured at its amortized cost and a convertible preferred stock will be accounted as a single equity instrument measured at its historical cost, as long as no other embedded features require bifurcation as derivatives and the convertible debt was not issued at a substantial premium. The ASU also simplifies the derivative scope exception for accounting for contracts in an entity's own equity by: • Removing certain conditions required to meet the settlement criterion • Clarifying that Instruments that are not indexed to the issuer's own stock must be remeasured at fair value through earnings at each reporting period • Clarifying the scope of reassessment guidance and disclosure requirements in Subtopic 815-40. The ASU also makes targeted improvements to the disclosure requirements for convertible instruments and earnings-per-share guidance. For SEC filers, excluding smaller reporting companies, the ASU is effective for fiscal years beginning after December 15, 2021, including interim periods within those fiscal years. The ASU specifies that the guidance should be adopted as of the beginning of the annual fiscal year. The Company is assessing what impact ASU 2020-06 will have on its condensed consolidated financial statements. In December 2019, the FASB issued ASU 2019-12, “Income Taxes (Topic 740): Simplifying the Accounting for Income Taxes.” The new guidance is intended to simplify the accounting for income taxes by removing certain exceptions and by updating accounting requirements around franchise taxes, goodwill recognized for tax purposes, the allocation of current and deferred tax expense among legal entities, among other minor changes. The ASU is effective for fiscal years beginning after December 15, 2020, including interim periods within those fiscal years. Early adoption is permitted. The Company is assessing what impact ASU 2019-12 will have on its condensed consolidated financial statements. Recently Adopted Accounting Pronouncements In June 2016, the FASB issued Accounting Standards Update ASU 2016-13, “Financial Instruments-Credit Losses (Topic 326)”, in order to improve financial reporting of expected credit losses on financial instruments and other commitments to extend credit. ASU 2016-13 requires that an entity measure and recognize expected credit losses for financial assets held at amortized cost and replaces the incurred loss impairment methodology in prior GAAP with a methodology that requires consideration of a broader range of information to estimate credit losses. Such required disclosures include, but are not limited to, the Company's methodology for estimating its allowance for credit losses. The Company adopted ASU 2016-13 effective January 1, 2020 and applied the guidance using a modified retrospective approach requiring that the Company recognize the cumulative effect of initially applying the impairment standard as an adjustment to opening accumulated deficit for the incremental increase in its allowance for credit losses as of January 1, 2020 over its allowance for bad debts as of December, 31, 2019, which amounted to $0.7 million. The Company will continue to actively monitor the impact of the recent COVID-19 pandemic on expected credit losses. In January 2017, the FASB issued Accounting Standards Update ASU 2017-04, “Simplifying the Test for Goodwill Impairment”, which eliminates the computation of the implied fair value of goodwill to measure a goodwill impairment charge. Instead, entities will record a goodwill impairment charge based on the excess of a reporting unit’s carrying amount over its fair value. The guidance is effective for interim and annual reporting periods beginning after December 15, 2019, with early adoption permitted. The Company adopted ASU 2017-04 in the first quarter of 2020 which reduced the complexity surrounding the evaluation of goodwill for impairment. The adoption of this guidance did not have a material impact on the Company’s condensed consolidated financial statements. In August 2018, the FASB issued ASU 2018-15, “Customer’s Accounting for Implementation Costs Incurred in a Cloud Computing Arrangement That Is a Service Contract,” which clarifies the accounting for implementation costs in cloud computing arrangements. The new standard aligns the treatment of implementation costs incurred by customers in cloud computing arrangements that are service contracts with the treatment of similar costs incurred to develop or obtain internal-use software. Under the new standard, implementation costs are deferred and presented in the same financial statement caption on the condensed consolidated balance sheet as a prepayment of related arrangement fees. The deferred costs are recognized over the term of the arrangement in the same financial statement caption in the condensed consolidated income statement as the related fees of the arrangement. The Company adopted ASU 2018-15 in the first quarter of 2020 and the impact of the adoption was not material to the Company's condensed consolidated financial statements.
Revenue Recognition	Revenue Recognition The majority of the Company’s revenue is generated from monthly service revenues and related professional services from the sale of the LivePerson services. Revenues are recognized when control of these services is transferred to the Company's customers, in an amount that reflects the consideration the Company expects to be entitled to in exchange for those services. No single customer accounted for or exceeded 10% of our total revenue for the three and nine months ended September 30, 2020 . The Company determines revenue recognition through the following steps: • Identification of the contract, or contracts, with a customer; • Identification of the performance obligations in the contract; • Determination of the transaction price; • Allocation of the transaction price to the performance obligations in the contract; and • Recognition of revenue when, or as, the Company satisfies a performance obligation. Total revenue of $94.8 million and $75.2 million was recognized during the three months ended September 30, 2020 and 2019 , respectively, and $264.5 million and $212.5 million was recognized during the nine months ended September 30, 2020 and 2019 , respectively. Under Topic 606, the Company defers all incremental commission costs (contract acquisition costs) to obtain the contract. The contract acquisition costs, which are comprised of prepaid sales commissions, have balances at September 30, 2020 and December 31, 2019 of $41.1 million and $32.0 million , respectively. The Company amortizes these costs over the related period of benefit using the customers expected life that the Company determines to be three to five years, which is consistent with the transfer to the customer of the services to which the asset relates. The Company classifies contract acquisition costs as long-term unless they have an original amortization period of one year or less. Hosted Services- Business Revenue Hosted Services Business revenue is reported at the amount that reflects the ultimate consideration expected to be received and primarily consist of fees that provide customers access to Conversational Cloud, the Company’s enterprise-class, cloud-based platform. The Company has determined such access represents a stand-ready service provided continually throughout the contract term. As such, control and satisfaction of this stand-ready performance obligation is deemed to occur over time. The Company recognizes this revenue over time on a ratable basis over the contract term, beginning on the date that access to the Conversational Cloud platform is made available to the customer. The passage of time is deemed to be the most faithful depiction of the transfer of control of the services as the customer simultaneously receives and consumes the benefit provided by the Company’s performance. Subscription contracts are generally one year or longer in length, billed, monthly, quarterly or annually in advance. There is no significant variable consideration related to these arrangements. Additionally, for certain of the Company's larger customers, the Company may provide call center labor through an arrangement with one or more of several qualified vendors. For most of these customers, the Company passes the fee it incurs with the labor provider and its fee for the hosted services through to its customers in the form of a fixed fee for each order placed via the Company's online engagement solutions. For these Gainshare (formerly Pay for Performance) arrangements in accordance with ASC-606, “Principal Agent Considerations,” the Company acts as a principal in a transaction if it controls the specified goods or services before they are transferred to the customer. Professional Services Revenues Professional services revenue primarily consists of fees for deployment and optimization services, as well as training delivered on an on-demand basis which is deemed to represent a distinct stand-ready performance obligation. Professional Services Revenues are reported at the amount that reflects the ultimate consideration the Company expects to receive in exchange for such services. Control for the majority of the Company's Professional Services contracts passes over time to the customer and is recognized ratably over the contracted period, as the passage of time is deemed to be the most faithful depiction of the transfer of control. For certain deployment services, which are not deemed to represent a distinct performance obligation, revenue will be recognized in the same manner as the fee for access to the Conversational Cloud platform, and as such will be recognized on a straight-line basis over the contract term. For services billed on a fixed price basis, revenue is recognized over time based on the proportion performed using inputs as the measure of progress toward complete satisfaction of the performance obligation. Professional service contracts are generally one year or longer in length, billed, monthly, quarterly or annually in advance. There is no significant variable consideration related to these arrangements. Remaining Performance Obligation As of September 30, 2020 , the aggregate amount of the total transaction price allocated in contracts with original duration of greater than one year to the remaining performance obligations was $237.3 million . Approximately 90% of the Company’s remaining performance obligations is expected to be recognized during the next 24 months, with the balance recognized thereafter. The aggregate balance of unsatisfied performance obligations represents contracted revenue that has not yet been recognized, and does not include contract amounts that are cancelable by the customer, amounts associated with optional renewal periods, and any amounts related to performance obligations, which are billed and recognized as they are delivered. The Company has elected the optional exemption, which allows for the exclusion of the amounts for remaining performance obligations that are part of contracts with an original expected duration of one year or less. Such remaining performance obligations represent unsatisfied or partially unsatisfied performance obligation pursuant to ASC 606. Contracts with Multiple Performance Obligations Some of the Company's contracts with customers contain multiple performance obligations. For these contracts, the Company accounts for individual performance obligations separately if they are distinct. The transaction price is allocated to the separate performance obligations on a relative standalone selling price basis. The Company determines the standalone selling prices based on its overall pricing objectives, taking into consideration market conditions and other factors, including the value of its contracts, the cloud applications sold, and the number and types of users within its contracts. Hosted Services- Consumer Revenue For revenue from the Company's Consumer segment generated from online transactions between Experts and Users, revenue is recognized at an amount net of Expert fees in accordance with ASC 606, “Principal Agent Considerations,” due primarily to the fact that the Expert is the primary obligor. Additionally, the Company performs as an agent without any risk of loss for collection, and is not involved in selecting the Expert or establishing the Expert’s fee. The Company collects a fee from the consumer and retains a portion of the fee, and then remits the balance to the Expert. Revenue from these transactions is recognized at the point in time when the transaction is complete and no significant performance obligations remain. Deferred Revenues The Company records deferred revenues when cash payments are received or due in advance of the Company’s performance. The increase in the deferred revenue balance as of September 30, 2020 is primarily driven by cash payments received or due in advance of satisfying the Company’s performance obligations, partially offset by $84.9 million of revenues recognized that were included in the deferred revenue balance as of December 31, 2019 .
Net Loss Per Share	Net Loss Per Share The Company calculates earnings per share (“EPS”) in accordance with the provisions of ASC 260-10. Under the guidance, basic EPS excludes dilution for common stock equivalents and is computed by dividing net income or loss attributable to common shareholders by the weighted average number of common shares outstanding for the period. All options, warrants or other potentially dilutive instruments issued for nominal consideration are required to be included in the calculation of basic and diluted net income attributable to common stockholders. Diluted EPS is calculated using the treasury stock method and reflects the potential dilution that could occur if securities or other contracts to issue common stock were exercised or converted into common stock and resulted in the issuance of common stock.
Segment Information	Segment Information The Company accounts for its segment information in accordance with the provisions of ASC 280-10, “Segment Reporting.” ASC 280-10 establishes annual and interim reporting standards for operating segments of a company. ASC 280-10 requires disclosures of selected segment-related financial information about products, major customers, and geographic areas based on the Company’s internal accounting methods. The Company is organized into two operating segments for purposes of making operating decisions and assessing performance. The Business segment enables brands to leverage Conversational Cloud’s sophisticated intelligence engine to connect with consumers through an integrated suite of mobile and online business messaging technologies. The Consumer segment facilitates online transactions between independent service providers (“Experts”) and individual consumers (“Users”) seeking information and knowledge for a fee via mobile and online messaging. Both segments currently generate their revenue primarily in the United States. The chief operating decision maker, who is the chief executive officer, evaluates performance, makes operating decisions, and allocates resources based on the operating income of each segment. The reporting segments follow the same accounting polices used in the preparation of the Company’s condensed consolidated financial statements which are described in the summary of Critical Accounting Policies and Estimates. The Company allocates cost of revenue, sales and marketing and amortization of purchased intangibles to the segments, but it does not allocate product development expenses, general and administrative expenses, restructuring costs and income tax expense because management does not use this information to measure performance of the operating segments. There are currently no inter-segment sales.
Stock-Based Compensation	Stock-Based Compensation The Company follows FASB ASC 718-10, “Stock Compensation,” which addresses the accounting for transactions in which an entity exchanges its equity instruments for goods or services, with a primary focus on transactions in which an entity obtains employee services in share-based payment transactions. ASC 718-10 requires measurement of the cost of employee services received in exchange for an award of equity instruments based on the grant-date fair value of the award. Incremental compensation costs arising from subsequent modifications of awards after the grant date must be recognized.

Revenue Recognition (Tables)

Revenue Recognition (Tables)	9 Months Ended
	Sep. 30, 2020
Revenue from Contract with Customer [Abstract]
Schedule of Deferred Revenues and Contract Balances	The following table presents deferred revenue by revenue source (amounts in thousands): Deferred Revenue As of September 30, 2020 As of December 31, 2019 Hosted services – Business $ 87,466 $ 82,892 Hosted services – Consumer 815 687 Professional services – Business 2,078 5,172 Total deferred revenue - short term $ 90,359 $ 88,751 Hosted services – Business — — Professional services – Business 243 438 Total deferred revenue - long term $ 243 $ 438 Accounts Receivable (1) Unbilled Receivable (1) Contract Acquisition Costs noncurrent Deferred Revenue (current) Deferred Revenue (long term) Opening Balance as of December 31, 2019 $ 70,318 $ 17,302 $ 31,965 $ 88,751 $ 438 (Decrease) Increase, net (15,461 ) (5,676 ) 9,130 1,608 (195 ) Ending Balance as of September 30, 2020 $ 54,857 $ 11,626 $ 41,095 $ 90,359 $ 243 (1) These accounts include the $0.7 million adjustment in connection with the adoption of ASU 2016-13 (Topic 326). Accounts Receivable, Net The timing of revenue recognition, billings and cash collections results in billed accounts receivable, unbilled receivables (contract assets), and customer advances and deposits (contract liabilities, which are included in accrued liabilities and other long-term liabilities) on the condensed consolidated balance sheet. Under the typical payment terms of our over time contracts, the customer pays us either performance-based payments or progress payments. Amounts billed and due from our customers are classified as receivables on the condensed consolidated balance sheet. Accounts receivable is presented net of an allowance for doubtful accounts and sales reserve of $ 5.0 million and $ 4.0 million at September 30, 2020 , respectively and $3.1 million and $1.1 million at December 31, 2019 , respectively. An allowance for doubtful accounts is established to recognize expected credit losses on accounts receivable balances. Judgment is required in the estimation of the allowance and the Company evaluates the collectability of its accounts receivable based on a combination of factors. If the Company becomes aware of a customer’s inability to meet its financial obligations, a specific allowance is recorded to reduce the net receivable to the amount reasonably believed to be collectible from the customer. For all other customers, the Company uses an aging schedule and recognize allowances for doubtful accounts based on the creditworthiness of the debtor, the age and status of outstanding receivables, the current business environment and its historical collection experience adjusted for current expectations for the customers or industry. Accounts receivable are written off against the allowance for uncollectible accounts when the Company determines amounts are no longer collectible. Allowance for doubtful accounts (in thousands): As of September 30, 2020 Balance at beginning of year, as adjusted for the adoption of ASU 2016-13 (Topic 326) $ 3,799 Accruals for credit loss charged to expense, net 1,154 Balance at end of period $ 4,953
Schedule of Revenue by Geographic Region	The following table presents the Company’s revenues attributable to domestic and foreign operations for the periods presented (amounts in thousands): Three Months Ended Nine Months Ended September 30, September 30, 2020 2019 2020 2019 United States $ 58,561 $ 44,130 $ 166,668 $ 124,034 Other Americas (1) 3,979 3,814 9,047 8,466 Total Americas 62,540 47,944 175,715 132,500 EMEA (2) (4) 22,290 19,308 61,473 57,332 APAC (3) 9,974 7,923 27,307 22,704 Total revenue $ 94,804 $ 75,175 $ 264,495 $ 212,536 (1) Canada, Latin America and South America (2) Europe, the Middle East and Africa (“EMEA”) (3) Asia-Pacific (“APAC”) (4) Includes revenues from the United Kingdom of $ 14.6 million and $12.3 million for the three months ended September 30, 2020 and 2019 , respectively, and from the Netherlands of $ 0.6 million and $2.4 million for the three months ended September 30, 2020 and 2019 , respectively. Includes revenues from the United Kingdom of $39.7 million and $36.9 million for the nine months ended September 30, 2020 and 2019 , respectively, and from Netherlands of $2.5 million and $7.5 million for the nine months ended September 30, 2020 and 2019 , respectively.
Schedule of Disaggregation of Revenue	The following table presents the Company's revenues disaggregated by revenue source (amounts in thousands): Three Months Ended Nine Months Ended September 30, September 30, 2020 2019 2020 2019 Revenue: Hosted services – Business $ 74,396 $ 57,824 $ 207,832 $ 163,033 Hosted services – Consumer 7,881 6,704 21,707 18,235 Professional services 12,527 10,647 34,956 31,268 Total revenue $ 94,804 $ 75,175 $ 264,495 $ 212,536
Schedule of Accounts Receivable, Allowance for Doubtful Accounts	Accounts receivable are written off against the allowance for uncollectible accounts when the Company determines amounts are no longer collectible. Allowance for doubtful accounts (in thousands): As of September 30, 2020 Balance at beginning of year, as adjusted for the adoption of ASU 2016-13 (Topic 326) $ 3,799 Accruals for credit loss charged to expense, net 1,154 Balance at end of period $ 4,953

Net Loss Per Share (Tables)

Net Loss Per Share (Tables)	9 Months Ended
	Sep. 30, 2020
Earnings Per Share [Abstract]
Reconciliation of Shares Used in Calculating Basic and Diluted Earnings Per Share	A reconciliation of shares used in calculating basic and diluted net loss per share follows: Three Months Ended Nine Months Ended September 30, September 30, 2020 2019 2020 2019 Basic 66,451,414 63,014,802 65,504,571 62,268,439 Effect of assumed exercised options — — — — Diluted 66,451,414 63,014,802 65,504,571 62,268,439

Segment Information (Tables)

Segment Information (Tables)	9 Months Ended
	Sep. 30, 2020
Segment Reporting [Abstract]
Summary of Financial Information by Segment	Summarized financial information by segment for the three months ended September 30, 2020 , based on the Company’s internal financial reporting system utilized by the Company’s chief operating decision maker, follows (amounts in thousands): Business Consumer Corporate Consolidated Revenue: Hosted services – Business $ 74,396 $ — $ — $ 74,396 Hosted services – Consumer — 7,881 — 7,881 Professional services 12,527 — — 12,527 Total revenue 86,923 7,881 — 94,804 Cost of revenue 25,862 1,830 — 27,692 Sales and marketing 27,525 5,250 — 32,775 Amortization of purchased intangibles 411 — — 411 Unallocated corporate expenses — — 69,069 69,069 Operating income (loss) $ 33,125 $ 801 $ (69,069 ) $ (35,143 ) Summarized financial information by segment for the three months ended September 30, 2019 , based on the Company’s internal financial reporting system utilized by the Company’s chief operating decision maker, follows (amounts in thousands): Business Consumer Corporate Consolidated Revenue: Hosted services – Business $ 57,824 $ — $ — $ 57,824 Hosted services – Consumer — 6,704 — 6,704 Professional services 10,647 — — 10,647 Total revenue 68,471 6,704 — 75,175 Cost of revenue 18,950 1,170 — 20,120 Sales and marketing 37,512 4,262 — 41,774 Amortization of purchased intangibles 447 — — 447 Unallocated corporate expenses — — 35,960 35,960 Operating income (loss) $ 11,562 $ 1,272 $ (35,960 ) $ (23,126 ) Summarized financial information by segment for the nine months ended September 30, 2020 , based on the Company’s internal financial reporting system utilized by the Company’s chief operating decision maker, follows (amounts in thousands): Business Consumer Corporate Consolidated Revenue: Hosted services – Business $ 207,832 $ — $ — $ 207,832 Hosted services – Consumer — 21,707 — $ 21,707 Professional services 34,956 — — $ 34,956 Total revenue 242,788 21,707 — 264,495 Cost of revenue 73,291 4,927 — $ 78,218 Sales and marketing 93,920 16,153 — $ 110,073 Amortization of purchased intangibles 1,219 — — $ 1,219 Unallocated corporate expenses — — 157,765 $ 157,765 Operating income (loss) $ 74,358 $ 627 $ (157,765 ) $ (82,780 ) Summarized financial information by segment for the nine months ended September 30, 2019 , based on the Company’s internal financial reporting system utilized by the Company’s chief operating decision maker, follows (amounts in thousands): Business Consumer Corporate Consolidated Revenue: Hosted services – Business $ 163,033 $ — $ — $ 163,033 Hosted services – Consumer — 18,235 — 18,235 Professional services 31,268 — — 31,268 Total revenue 194,301 18,235 — 212,536 Cost of revenue 53,572 3,246 — 56,818 Sales and marketing 103,171 10,982 — 114,153 Amortization of purchased intangibles 1,346 — — 1,346 Unallocated corporate expenses — — 102,730 102,730 Operating income (loss) $ 36,212 $ 4,007 $ (102,730 ) $ (62,511 )
Long-Lived Assets by Geographic Region	The following table presents the Company’s long-lived assets by geographic region as of the dates presented (amounts in thousands): September 30, December 31, 2020 2019 United States $ 184,210 $ 177,776 Israel 16,631 16,680 Australia 13,030 13,765 Netherlands 8,267 7,705 Other (1) 20,898 18,677 Total long-lived assets $ 243,036 $ 234,603 (1) United Kingdom, Germany, Japan, France and Italy

Goodwill and Intangible Assets

Goodwill and Intangible Assets (Tables)	9 Months Ended
	Sep. 30, 2020
Goodwill and Intangible Assets Disclosure [Abstract]
Schedule of Goodwill	The changes in the carrying amount of goodwill for the nine months ended September 30, 2020 are as follows (amounts in thousands): Business Consumer Consolidated Balance as of December 31, 2019 $ 86,963 $ 8,024 $ 94,987 Adjustments to goodwill: Foreign exchange adjustment 99 — 99 Balance as of September 30, 2020 $ 87,062 $ 8,024 $ 95,086
Summary of Intangible Assets	Intangible assets are summarized as follows (amounts in thousands): As of September 30, 2020 Gross Carrying Amount Accumulated Amortization Net Carrying Amount Weighted Average Amortization Period Amortizing intangible assets: Technology $ 30,451 $ (26,391 ) $ 4,060 5.3 years Customer relationships 16,973 (13,722 ) 3,251 8.4 years Patents 4,500 (850 ) 3,650 13.1 years Other 314 (235 ) 79 2.2 years Total $ 52,238 $ (41,198 ) $ 11,040 As of December 31, 2019 Gross Carrying Amount Accumulated Amortization Net Carrying Amount Weighted Average Amortization Period Amortizing intangible assets: Technology $ 30,413 $ (25,187 ) $ 5,226 5.3 years Customer relationships 16,964 (12,958 ) 4,006 8.4 years Patents 3,267 (714 ) 2,553 12.8 years Other 262 (235 ) 27 2.7 years Total $ 50,906 $ (39,094 ) $ 11,812
Schedule of Finite-Lived Intangible Assets, Future Amortization Expense	Estimated amortization expense for the next five years is as follows (amounts in thousands): Estimated Amortization Expense Remaining 2020 $ 694 2021 2,563 2022 2,210 2023 929 2024 728 Thereafter 3,916 Total $ 11,040

Property and Equipment (Tables)

Property and Equipment (Tables)	9 Months Ended
	Sep. 30, 2020
Property, Plant and Equipment [Abstract]
Summary of Property and Equipment	The following table presents the detail of property and equipment for the periods presented (amounts in thousands): September 30, December 31, Computer equipment and software $ 103,443 $ 92,493 Furniture, equipment and building improvements — 16,487 Internal-use software development costs 78,887 52,544 182,330 161,524 Less: accumulated depreciation (91,249 ) (85,288 ) Total $ 91,081 $ 76,236

Accrued Expenses and Other Cu_2

Accrued Expenses and Other Current Liabilities (Tables)	9 Months Ended
	Sep. 30, 2020
Payables and Accruals [Abstract]
Schedule of Accrued Expenses and Other Current Liabilities	The following table presents the detail of accrued expenses and other current liabilities for the periods presented (amounts in thousands): September 30, December 31, Payroll and other employee related costs $ 34,784 $ 27,920 Professional services and consulting and other vendor fees 41,425 20,382 Unrecognized tax benefits 2,058 2,053 Sales commissions 9,642 9,654 Contingent earn-out (see Notes 9 and 10) — 557 Restructuring (see Note 13) 7,157 314 Sales tax liabilities 2,623 — Other 2,449 1,898 Total $ 100,138 $ 62,778

Convertible Senior Notes and _2

Convertible Senior Notes and Capped Call Transactions (Tables)	9 Months Ended
	Sep. 30, 2020
Debt Disclosure [Abstract]
Schedule of Carrying Amount of Convertible Debt and Related Interest	The net carrying amount of the liability component of the Notes was as follows (in thousands): As of September 30, 2020 As of December 31, 2019 Principal $ 230,000 $ 230,000 Unamortized discount (38,068 ) (45,295 ) Unamortized issuance costs (4,785 ) (5,693 ) Net carrying amount $ 187,147 $ 179,012 The net carrying amount of the equity component of the Notes was as follows (in thousands): As of September 30, 2020 Proceeds allocated to the conversion options (debt discount) $ 52,900 Issuance costs (1,986 ) Net carrying amount $ 50,914 The following table sets forth the interest expense recognized related to the Notes (in thousands): Three Months Ended September 30, Nine Months Ended September 30, 2020 2019 2020 2019 Contractual interest expense $ 431 $ 417 $ 1,294 $ 992 Amortization of issuance costs 308 287 908 663 Amortization of debt discount 2,450 2,288 7,227 5,278 Total interest expense $ 3,189 $ 2,992 $ 9,429 $ 6,933

Fair Value Measurements (Tables

Fair Value Measurements (Tables)	9 Months Ended
	Sep. 30, 2020
Fair Value Disclosures [Abstract]
Schedule of Financial Assets and Liabilities Measured at Fair Value	The carrying amount of cash, accounts receivable, and accounts payable approximate their fair value due to their short-term nature. The Company’s assets and liabilities that are measured at fair value on a recurring basis, by level, within the fair value hierarchy as of September 30, 2020 and December 31, 2019 , are summarized as follows (amounts in thousands). September 30, 2020 December 31, 2019 Level 1 Level 2 Level 3 Total Level 1 Level 2 Level 3 Total Assets: Cash equivalents: Money market funds $ 3,195 $ — $ — $ 3,195 $ 2,899 $ — $ — $ 2,899 Total assets $ 3,195 $ — $ — $ 3,195 $ 2,899 $ — $ — $ 2,899 Liabilities: Contingent earn-out $ — $ — $ — $ — $ — $ — $ 557 $ 557 Total liabilities $ — $ — $ — $ — $ — $ — $ 557 $ 557
Schedule of Changes in Fair Value of Level 3 Liabilities	The changes in fair value of the level 3 liabilities are as follows (amounts in thousands): Contingent Earn-Out September 30, 2020 December 31, 2019 Balance, Beginning of period $ 557 $ 2,372 Conversable, Inc. fair value adjustment (see Note 9) — (496 ) AdvantageTec Inc. fair value adjustment (see Note 9) (263 ) 168 Payments (294 ) (1,487 ) Balance, End of period $ — $ 557

Commitments and Contingencies (

Commitments and Contingencies (Tables)	9 Months Ended
	Sep. 30, 2020
Commitments and Contingencies Disclosure [Abstract]
Schedule of Lease Information	The determination of the discount rate used to calculate the present value of the right-of-use assets and lease liabilities depends on whether an interest rate is specified in the lease or not. If the lease specifies a rate, that rate is used when calculating the present value of lease payments. If the rate is not readily determinable, which is generally the case for the Company, the Company’s incremental borrowing rate (“IBR”) as of the date of inception of the lease is used (for initial measurement, the IBR was determined as of the adoption date of the standard). The IBR is the rate of interest that the Company would have to pay to borrow on a collateralized basis over a similar term and amount equal to the lease payments in a similar economic environment. The Company used a ratings benchmark report against its peers in the technology sector. The Company has operating leases for its corporate offices and other service agreements. The Company's leases have remaining lease terms of 1 to 12 years, some of which include options to extend. The Company's lease expense for the three months ended September 30, 2020 and 2019 , consisting entirely of operating leases, was approximately $2.5 million and $3.3 million , respectively. The Company's lease expense for the nine months ended September 30, 2020 and 2019 was approximately $9.4 million and $9.3 million , respectively. Operating lease payments, which reduced operating cash flows, amounted to $4.3 million and $5.0 million for the nine months ended September 30, 2020 and 2019, respectively. During the nine months ended September 30, 2020 , the Company decided to abandon the Berlin office. The cease use date was March 31, 2020. According to ASC 842, the Company elected to apply the “loss of straight-line lease cost”, amortizing the remaining right-of-use asset of approximately $0.4 million from the decision date to the cease use date. This expense is included in restructuring costs in the condensed consolidated statements of operations for the nine months ended September 30, 2020. On July 13, 2020, the Company announced its decision to transition to an employee-centric model under which employees will work remotely rather than in traditional offices. In connection with this decision, the Company abandoned 14 leases in its global portfolio of office leases during the three months ended September 30, 2020. As a result, the Company recognized accelerated amortization to fully reduce the carrying value of the associated right of use assets (“ROU assets”) between the decision date, which was determined to be July 13, 2020 and the cease use date. There were no changes to the accounting for the lease liabilities associated with the leased office spaces. Additionally, the Company recognized accelerated depreciation of fixed assets that were determined to no longer be of future economic benefit to the Company based on the decision to vacate the leased office space. Lease restructuring expenses of $24.1 million are included in restructuring costs in the condensed consolidated statements of operations for the three and nine months ended September 30, 2020. The Company also incurred other non-recurring expenses of $2.4 million and $5.6 million in restructuring costs in the condensed consolidated statements of operations for the three and nine months ended September 30, 2020 associated with the transition to the employee-centric model. These expenses include termination penalties, moving expenses, storage expenses and incremental legal and consulting fees. The associated liability is presented on the condensed consolidated balance sheets within accrued expenses and other current liabilities as of September 30, 2020. Subsequent adjustments to these liabilities, including final settlement of the amounts, will be reflected in future period earnings. The Company continues to actively assess its global lease portfolio. However, any additional derecognition of ROU assets and incurrence of various one-time expenses in connection with early termination of additional leases is not expected to be material to our financial condition or results of operations. Supplemental balance sheet information related to leases was as follows: As of September 30, 2020 As of December 31, 2019 Operating Leases (in thousands, except lease term and discount rate) Right-of-use asset $ 786 $ 15,680 Current operating lease liability 6,295 6,602 Long term operating lease liability 9,310 12,865 Total operating lease liability $ 15,605 $ 19,467 Weighted Average Remaining Lease Term Operating leases 3.5 years 3.5 years Weighted Average Discount Rate Operating leases 7 % 7 %
Schedule of Undiscounted Future Lease Payments	Future minimum lease payments under non-cancellable operating leases (with an initial or remaining lease terms in excess of one year) are as follows (amounts in thousands): Year ending December 31: As of September 30, 2020 As of December 31, 2019 2020 (remaining three months for September 30, 2020) $ 1,807 $ 7,787 2021 6,778 6,530 2022 4,006 3,746 2023 2,148 1,925 2024 1,367 1,148 Thereafter 1,247 864 Total undiscounted lease payments 17,353 22,000 Less: present value adjustment (1,748 ) (2,533 ) Total operating lease liability $ 15,605 $ 19,467

Stockholders' Equity (Tables)

Stockholders' Equity (Tables)	9 Months Ended
	Sep. 30, 2020
Share-based Payment Arrangement [Abstract]
Weighted Average Assumptions of Fair Value Options Using Black-Scholes Option-Pricing Model	The fair value of each option grant is estimated on the date of grant, adjusted for estimated forfeitures, using the Black-Scholes option-pricing model with the following weighted average assumptions: Three Months Ended September 30, Nine Months Ended September 30, 2020 2019 2020 2019 Dividend yield 0.0% 0.0% 0.0% 0.0% Risk-free interest rate 0.26%-0.29% 1.83% 0.26%-0.66% 1.88% - 2.57% Expected life (in years) 5 5 5 5 Historical volatility 52.26%-52.43% 43.71% 46.50%-52.43% 43.42%
Summary of Stock Option Activity and Weighted Average Exercise Prices	A summary of the Company’s stock option activity and weighted average exercise prices follows: Stock Option Activity Weighted Average Remaining Contractual Term (in years) Aggregate Intrinsic Value (in thousands) Options (in thousands) Weighted Average Exercise Price Balance outstanding at December 31, 2019 5,799 $ 16.57 6.79 119,064 Granted 671 Exercised (1,147 ) Cancelled or expired (491 ) Balance outstanding at September 30, 2020 4,832 $ 18.59 6.52 $ 161,335 Options vested and expected to vest 1,561 $ 22.29 8.27 $ 46,349 Options exercisable at September 30, 2020 2,612 $ 14.35 4.89 $ 98,314
Schedule of Share-based Compensation, Restricted Stock and Restricted Stock Units Activity	A summary of the Company’s restricted stock units (“RSUs”) activity and weighted average exercise prices follows: Restricted Stock Unit Activity Number of Shares (in thousands) Weighted Average Grant Date Fair Value (Per Share) Aggregate Fair Value (in thousands) Balance outstanding at December 31, 2019 3,049 $ 24.73 $ 112,848 Awarded 2,456 Vested (1,656 ) Forfeited (623 ) Non-vested and outstanding at September 30, 2020 3,226 $ 25.91 $ 167,993 Expected to vest 2,060 $ 25.13 $ 107,115

Restructuring (Tables)

Restructuring (Tables)	9 Months Ended
	Sep. 30, 2020
Restructuring and Related Activities [Abstract]
Schedule of Restructuring and Related Costs	The following table presents the detail of the liability for the Company's restructuring charges for the periods presented (amounts in thousands): As of September 30, 2020 December 31, 2019 Balance, Beginning of the year $ 314 $ 977 Lease restructuring costs 4,765 — Severance and other compensation associated costs 5,574 2,043 Cash payments (3,496 ) (2,706 ) Balance, End of period $ 7,157 $ 314 The following table presents the detail of expenses for the Company's restructuring charges for the three months ended September 30, 2020 (amounts in thousands): September 30, 2020 2019 Lease restructuring costs: ROU assets write down $ 13,938 $ — Abandonment of property and equipment 5,147 — Other lease restructuring costs 4,976 — Total Lease restructuring costs $ 24,061 $ — Severance and other compensation associated costs $ 2,381 $ 1,425 Total restructuring costs $ 26,442 $ 1,425 The following table presents the detail of expenses for the Company's restructuring charges for the nine months ended September 30, 2020 (amounts in thousands): September 30, 2020 2019 Lease restructuring costs: ROU assets write down $ 13,938 $ — Abandonment of property and equipment 5,147 — Other lease restructuring costs 4,976 — Total Lease restructuring costs $ 24,061 $ — Severance and other associated costs 5,574 1,909 Total restructuring costs $ 29,635 $ 1,909

Revenue Recognition (Narrative)

Revenue Recognition (Narrative) (Details) - USD ($) $ in Thousands	3 Months Ended		9 Months Ended
	Sep. 30, 2020	Sep. 30, 2019	Sep. 30, 2020	Sep. 30, 2019	Dec. 31, 2019
Revenue from Contract with Customer [Abstract]
Revenue	$ 94,804	$ 75,175	$ 264,495	$ 212,536
Contract acquisition costs	41,100		41,100		$ 32,000
Remaining performance obligation	237,300		237,300
Recognition of deferred revenue			84,900
Accounts for doubtful accounts	4,953		4,953		3,100
Sales reserve	$ 4,000		$ 4,000		$ 1,100

Revenue Recognition (Deferred R

Revenue Recognition (Deferred Revenue) (Details) - USD ($) $ in Thousands	Sep. 30, 2020	Dec. 31, 2019
Disaggregation of Revenue [Line Items]
Total deferred revenue - short term	$ 90,359	$ 88,751
Total deferred revenue - long term	243	438
Hosted Services - Business
Disaggregation of Revenue [Line Items]
Total deferred revenue - short term	87,466	82,892
Total deferred revenue - long term	0	0
Hosted Services - Consumer
Disaggregation of Revenue [Line Items]
Total deferred revenue - short term	815	687
Professional Services
Disaggregation of Revenue [Line Items]
Total deferred revenue - short term	2,078	5,172
Total deferred revenue - long term	$ 243	$ 438

Revenue Recognition (Disaggrega

Revenue Recognition (Disaggregation of Revenue) (Details) - USD ($) $ in Thousands	3 Months Ended		9 Months Ended
	Sep. 30, 2020	Sep. 30, 2019	Sep. 30, 2020	Sep. 30, 2019
Disaggregation of Revenue [Line Items]
Revenue	$ 94,804	$ 75,175	$ 264,495	$ 212,536
Hosted Services - Business
Disaggregation of Revenue [Line Items]
Revenue	74,396	57,824	207,832	163,033
Hosted Services - Consumer
Disaggregation of Revenue [Line Items]
Revenue	7,881	6,704	21,707	18,235
Professional Services
Disaggregation of Revenue [Line Items]
Revenue	$ 12,527	$ 10,647	$ 34,956	$ 31,268

Revenue Recognition (Revenue by

Revenue Recognition (Revenue by Geographic Region) (Details) - USD ($) $ in Thousands		3 Months Ended		9 Months Ended
		Sep. 30, 2020	Sep. 30, 2019	Sep. 30, 2020	Sep. 30, 2019
Disaggregation of Revenue [Line Items]
Revenue		$ 94,804	$ 75,175	$ 264,495	$ 212,536
United States
Disaggregation of Revenue [Line Items]
Revenue		58,561	44,130	166,668	124,034
Other Americas
Disaggregation of Revenue [Line Items]
Revenue	[1]	3,979	3,814	9,047	8,466
Total Americas
Disaggregation of Revenue [Line Items]
Revenue		62,540	47,944	175,715	132,500
EMEA
Disaggregation of Revenue [Line Items]
Revenue	[2],[3]	22,290	19,308	61,473	57,332
APAC
Disaggregation of Revenue [Line Items]
Revenue	[4]	9,974	7,923	27,307	22,704
United Kingdom
Disaggregation of Revenue [Line Items]
Revenue		14,600	12,300	39,700	36,900
Netherlands
Disaggregation of Revenue [Line Items]
Revenue		$ 600	$ 2,400	$ 2,500	$ 7,500
[1]	Canada, Latin America and South America
[2]	Europe, the Middle East and Africa (“EMEA”)
[3]	Includes revenues from the United Kingdom of $ 14.6 million and $12.3 million for the three months ended September 30, 2020 and 2019 , respectively, and from the Netherlands of $ 0.6 million and $2.4 million for the three months ended September 30, 2020 and 2019 , respectively. Includes revenues from the United Kingdom of $39.7 million and $36.9 million for the nine months ended September 30, 2020 and 2019 , respectively, and from Netherlands of $2.5 million and $7.5 million for the nine months ended September 30, 2020 and 2019 , respectively.
[4]	Asia-Pacific (“APAC”)

Revenue Recognition (Receivable

Revenue Recognition (Receivables and Deferred Revenue) (Details) $ in Thousands	9 Months Ended
	Sep. 30, 2020USD ($)
Contract Balances [Roll Forward]
Accounts receivable, opening balance	$ 87,620
Accounts receivable, ending balance	66,483
Contract acquisition costs noncurrent, opening balance	31,965
Contract acquisition costs noncurrent, increase (decrease), net	9,130
Contract acquisition costs noncurrent, ending balance	41,095
Deferred revenue (current), opening balance	88,751
Deferred revenue (current), increase (decrease), net	1,608
Deferred revenue (current), ending balance	90,359
Deferred revenue (long-term), opening balance	438
Deferred revenue (long-term), increase (decrease), net	(195)
Deferred revenue (long-term), ending balance	243
Billed receivable
Contract Balances [Roll Forward]
Accounts receivable, opening balance	70,318
Accounts receivable, increase (decrease), net	(15,461)
Accounts receivable, ending balance	54,857
Unbilled receivable
Contract Balances [Roll Forward]
Accounts receivable, opening balance	17,302
Accounts receivable, increase (decrease), net	(5,676)
Accounts receivable, ending balance	$ 11,626

Revenue Recognition (Accounts R

Revenue Recognition (Accounts Receivable) (Details) $ in Thousands	9 Months Ended
	Sep. 30, 2020USD ($)
Allowance for Doubtful Accounts
Balance at beginning of year, as adjusted for the adoption of ASU 2016-13 (Topic 326)	$ 3,100
Accruals for credit loss charged to expense, net	1,154
Balance at end of period	4,953
Adjusted balance
Allowance for Doubtful Accounts
Balance at beginning of year, as adjusted for the adoption of ASU 2016-13 (Topic 326)	$ 3,799

Net Loss Per Share (Narrative)

Net Loss Per Share (Narrative) (Details) - $ / shares	3 Months Ended		9 Months Ended
	Sep. 30, 2020	Sep. 30, 2019	Sep. 30, 2020	Sep. 30, 2019	Mar. 31, 2019
Antidilutive Securities Excluded from Computation of Earnings Per Share [Line Items]
Anti-dilutive common stock awards not included in earnings per share calculation (in shares)	8,061,415	8,905,707	8,061,415	8,905,707
Convertible Debt | Convertible Senior Notes
Antidilutive Securities Excluded from Computation of Earnings Per Share [Line Items]
Convertible debt conversion price (in dollars per share)		$ 38.58		$ 38.58	$ 38.58

Net Loss Per Share (Reconciliat

Net Loss Per Share (Reconciliation of Shares Used in Calculating Basic and Diluted Earnings Per Share) (Details) - shares	3 Months Ended		9 Months Ended
	Sep. 30, 2020	Sep. 30, 2019	Sep. 30, 2020	Sep. 30, 2019
Earnings Per Share [Abstract]
Basic (in shares)	66,451,414	63,014,802	65,504,571	62,268,439
Effect of assumed exercised options (in shares)	0	0	0	0
Diluted (in shares)	66,451,414	63,014,802	65,504,571	62,268,439

Segment Information (Narrative)

Segment Information (Narrative) (Details)	9 Months Ended
	Sep. 30, 2020segment
Segment Reporting [Abstract]
Number of operating segments	2

Segment Information (Summary of

Segment Information (Summary of Financial Information by Segment) (Details) - USD ($) $ in Thousands	3 Months Ended		9 Months Ended
	Sep. 30, 2020	Sep. 30, 2019	Sep. 30, 2020	Sep. 30, 2019
Revenue:
Revenue	$ 94,804	$ 75,175	$ 264,495	$ 212,536
Cost of revenue	27,692	20,120	78,218	56,818
Sales and marketing	32,775	41,774	110,073	114,153
Amortization of purchased intangibles	411	447	1,219	1,346
Unallocated corporate expenses	69,069	35,960	157,765	102,730
Loss from operations	(35,143)	(23,126)	(82,780)	(62,511)
Corporate
Revenue:
Unallocated corporate expenses	69,069	35,960	157,765	102,730
Loss from operations	(69,069)	(35,960)	(157,765)	(102,730)
Business | Operating Segments
Revenue:
Revenue	86,923	68,471	242,788	194,301
Cost of revenue	25,862	18,950	73,291	53,572
Sales and marketing	27,525	37,512	93,920	103,171
Amortization of purchased intangibles	411	447	1,219	1,346
Loss from operations	33,125	11,562	74,358	36,212
Consumer | Operating Segments
Revenue:
Revenue	7,881	6,704	21,707	18,235
Cost of revenue	1,830	1,170	4,927	3,246
Sales and marketing	5,250	4,262	16,153	10,982
Loss from operations	801	1,272	627	4,007
Hosted Services - Business
Revenue:
Revenue	74,396	57,824	207,832	163,033
Hosted Services - Business | Business | Operating Segments
Revenue:
Revenue	74,396	57,824	207,832	163,033
Hosted Services - Consumer
Revenue:
Revenue	7,881	6,704	21,707	18,235
Hosted Services - Consumer | Consumer | Operating Segments
Revenue:
Revenue	7,881	6,704	21,707	18,235
Professional Services
Revenue:
Revenue	12,527	10,647	34,956	31,268
Professional Services | Business | Operating Segments
Revenue:
Revenue	$ 12,527	$ 10,647	$ 34,956	$ 31,268

Segment Information (Long-Lived

Segment Information (Long-Lived Assets by Geographic Region) (Details) - USD ($) $ in Thousands		Sep. 30, 2020	Dec. 31, 2019
Segment Reporting Information [Line Items]
Total long-lived assets		$ 243,036	$ 234,603
United States
Segment Reporting Information [Line Items]
Total long-lived assets		184,210	177,776
Israel
Segment Reporting Information [Line Items]
Total long-lived assets		16,631	16,680
Australia
Segment Reporting Information [Line Items]
Total long-lived assets		13,030	13,765
Netherlands
Segment Reporting Information [Line Items]
Total long-lived assets		8,267	7,705
Other
Segment Reporting Information [Line Items]
Total long-lived assets	[1]	$ 20,898	$ 18,677
[1]	United Kingdom, Germany, Japan, France and Italy

Goodwill and Intangible Asset_2

Goodwill and Intangible Assets (Changes in Carrying Amount of Goodwill) (Details) $ in Thousands	9 Months Ended
	Sep. 30, 2020USD ($)
Goodwill [Roll Forward]
Goodwill, beginning balance	$ 94,987
Foreign exchange adjustment	99
Goodwill, ending balance	95,086
Business
Goodwill [Roll Forward]
Goodwill, beginning balance	86,963
Foreign exchange adjustment	99
Goodwill, ending balance	87,062
Consumer
Goodwill [Roll Forward]
Goodwill, beginning balance	8,024
Foreign exchange adjustment	0
Goodwill, ending balance	$ 8,024

Goodwill and Intangible Asset_3

Goodwill and Intangible Assets (Summary of Intangible Assets) (Details) - USD ($) $ in Thousands	9 Months Ended	12 Months Ended
	Sep. 30, 2020	Dec. 31, 2019
Acquired Finite-Lived Intangible Assets [Line Items]
Gross Carrying Amount	$ 52,238	$ 50,906
Accumulated Amortization	(41,198)	(39,094)
Net Carrying Amount	11,040	11,812
Technology
Acquired Finite-Lived Intangible Assets [Line Items]
Gross Carrying Amount	30,451	30,413
Accumulated Amortization	(26,391)	(25,187)
Net Carrying Amount	$ 4,060	$ 5,226
Weighted Average Amortization Period	5 years 3 months 18 days	5 years 3 months 18 days
Customer relationships
Acquired Finite-Lived Intangible Assets [Line Items]
Gross Carrying Amount	$ 16,973	$ 16,964
Accumulated Amortization	(13,722)	(12,958)
Net Carrying Amount	$ 3,251	$ 4,006
Weighted Average Amortization Period	8 years 4 months 24 days	8 years 4 months 24 days
Patents
Acquired Finite-Lived Intangible Assets [Line Items]
Gross Carrying Amount	$ 4,500	$ 3,267
Accumulated Amortization	(850)	(714)
Net Carrying Amount	$ 3,650	$ 2,553
Weighted Average Amortization Period	13 years 1 month 6 days	12 years 9 months 18 days
Other
Acquired Finite-Lived Intangible Assets [Line Items]
Gross Carrying Amount	$ 314	$ 262
Accumulated Amortization	(235)	(235)
Net Carrying Amount	$ 79	$ 27
Weighted Average Amortization Period	2 years 2 months 12 days	2 years 8 months 12 days

Goodwill and Intangible Asset_4

Goodwill and Intangible Assets (Narrative) (Details) - USD ($) $ in Millions	3 Months Ended		9 Months Ended
	Sep. 30, 2020	Sep. 30, 2019	Sep. 30, 2020	Sep. 30, 2019
Goodwill and Intangible Assets Disclosure [Abstract]
Amortization	$ 0.7	$ 0.7	$ 2.1	$ 2.2

Goodwill and Intangible Asset_5

Goodwill and Intangible Assets (Future Amortization Expense) (Details) $ in Thousands	Sep. 30, 2020USD ($)
Estimated Amortization Expense
Remaining 2020	$ 694
2021	2,563
2022	2,210
2023	929
2024	728
Thereafter	3,916
Total	$ 11,040

Property and Equipment (Details

Property and Equipment (Details) - USD ($) $ in Thousands	Sep. 30, 2020	Dec. 31, 2019
Property, Plant and Equipment [Line Items]
Property and equipment, gross	$ 182,330	$ 161,524
Less: accumulated depreciation	(91,249)	(85,288)
Total	91,081	76,236
Computer equipment and software
Property, Plant and Equipment [Line Items]
Property and equipment, gross	103,443	92,493
Furniture, equipment and building improvements
Property, Plant and Equipment [Line Items]
Property and equipment, gross	0	16,487
Internal-use software development costs
Property, Plant and Equipment [Line Items]
Property and equipment, gross	$ 78,887	$ 52,544

Accrued Expenses and Other Cu_3

Accrued Expenses and Other Current Liabilities (Details) - USD ($) $ in Thousands	Sep. 30, 2020	Dec. 31, 2019	Dec. 31, 2018
Payables and Accruals [Abstract]
Payroll and other employee related costs	$ 34,784	$ 27,920
Professional services and consulting and other vendor fees	41,425	20,382
Unrecognized tax benefits	2,058	2,053
Sales commissions	9,642	9,654
Contingent earn-out	0	557
Restructuring	7,157	314	$ 977
Sales tax liabilities	2,623	0
Other	2,449	1,898
Total	$ 100,138	$ 62,778

Convertible Senior Notes and _3

Convertible Senior Notes and Capped Call Transactions (Narrative) (Details) $ / shares in Units, shares in Thousands	1 Months Ended	3 Months Ended			9 Months Ended		12 Months Ended
	Mar. 31, 2019USD ($)$ / sharesshares	Sep. 30, 2020USD ($)$ / shares	Sep. 30, 2019USD ($)$ / shares	Mar. 31, 2019USD ($)equity_instrumentday$ / shares	Sep. 30, 2020USD ($)$ / shares	Sep. 30, 2019USD ($)$ / shares	Dec. 31, 2019USD ($)$ / shares
Debt Instrument [Line Items]
Common stock, par value (in dollars per share) | $ / shares		$ 0.001			$ 0.001		$ 0.001
Carry amount of equity component of convertible notes	$ 52,900,000			$ 52,900,000
Total deferred issuance costs	8,600,000			8,600,000
Debt issuance costs attributable to liability	$ 6,600,000			$ 6,600,000
Remaining amortization period for debt discount and debt issuance costs					3 years 4 months 24 days	4 years 4 months 24 days
Effective interest rate (percent)					4.97%	6.18%
Number of shares of common stock covered by called caps (shares) | shares	5,960
Reduction to additional paid-in-capital related to called caps					$ 0	$ 23,184,000	$ 23,200,000
Adjustments to additional paid in capital related to issuance costs attributable to equity component					0	$ 1,986,000
Capped Calls
Debt Instrument [Line Items]
Capped caps initial strike price (in dollars per share) | $ / shares	$ 38.58			$ 38.58
Capped caps initial cap price (in dollars per share) | $ / shares	$ 57.16			$ 57.16
Convertible Debt | Convertible Senior Notes
Debt Instrument [Line Items]
Aggregate principal	$ 230,000,000			$ 230,000,000
Debt instrument stated rate (percent)	0.75%			0.75%
Aggregate principal from exercise in full of over-allotment options	$ 30,000,000			$ 30,000,000
Proceeds from debt offering, net of debt issuance costs	221,000,000
Debt instrument, unit of principal for conversion	$ 1,000	$ 1,000		$ 1,000	$ 1,000
Number of shares per convertible note | equity_instrument				25.9182
Common stock, par value (in dollars per share) | $ / shares	$ 0.001			$ 0.001
Convertible debt conversion price (in dollars per share) | $ / shares	$ 38.58		$ 38.58	$ 38.58		$ 38.58
Percentage of principal amount paid if repurchase due to fundamental change (percent)					100.00%
Threshold trading days in consideration of note conversion | day				20
Threshold consecutive trading days in analysis of conversion price | day				30
Threshold percentage of stock price if converted				130.00%
Threshold for five day period, product of sale price of common stock and conversion rate of notes				98.00%
Carry amount of equity component of convertible notes		52,900,000			$ 52,900,000
Interest expense		$ 3,189,000	$ 2,992,000		$ 9,429,000	$ 6,933,000
Additional Paid-in Capital
Debt Instrument [Line Items]
Reduction to additional paid-in-capital related to called caps						23,184,000
Adjustments to additional paid in capital related to issuance costs attributable to equity component	$ 2,000,000					$ 1,986,000

Convertible Senior Notes and _4

Convertible Senior Notes and Capped Call Transactions (Carrying Amount and Interest Expense) (Details) - USD ($) $ in Thousands	3 Months Ended		9 Months Ended
	Sep. 30, 2020	Sep. 30, 2019	Sep. 30, 2020	Sep. 30, 2019	Dec. 31, 2019	Mar. 31, 2019
Carrying Amount of Equity Component:
Proceeds allocated to the conversion options (debt discount)						$ 52,900
Interest Expense:
Amortization of issuance costs			$ 908	$ 663
Amortization of debt discount			7,227	5,278
Convertible Debt | Convertible Senior Notes
Carrying Amount of Liability Component:
Principal	$ 230,000		230,000		$ 230,000
Unamortized discount	(38,068)		(38,068)		(45,295)
Unamortized issuance costs	(4,785)		(4,785)		(5,693)
Net carrying amount	187,147		187,147		$ 179,012
Carrying Amount of Equity Component:
Proceeds allocated to the conversion options (debt discount)	52,900		52,900
Issuance costs	(1,986)		(1,986)
Net carrying amount	50,914		50,914
Interest Expense:
Contractual interest expense	431	$ 417	1,294	992
Amortization of issuance costs	308	287	908	663
Amortization of debt discount	2,450	2,288	7,227	5,278
Total interest expense	$ 3,189	$ 2,992	$ 9,429	$ 6,933

Acquisitions (Details)

Acquisitions (Details) - USD ($) $ in Thousands	1 Months Ended			9 Months Ended		12 Months Ended
	Oct. 31, 2018	Sep. 30, 2018	Jan. 31, 2018	Sep. 30, 2020	Sep. 30, 2019	Dec. 31, 2019
Business Acquisition [Line Items]
Payments related to contingent consideration				$ 0	$ 487
AdvantageTec
Business Acquisition [Line Items]
Aggregate purchase price	$ 11,200
Cash payment in acquisition	6,000
Equity consideration in acquisition	4,300
Potential earn-out consideration payments based on achieving targets	900
Re-measurement to fair value increase (decrease)				300		$ 200
Contingent earn-out settled in stock				300
Payments related to contingent consideration						500
Goodwill acquired in acquisition	9,100
Intangible assets acquired	$ 2,200
Conversable, Inc.
Business Acquisition [Line Items]
Aggregate purchase price		$ 5,700
Cash payment in acquisition		1,300
Equity consideration in acquisition		2,900
Potential earn-out consideration payments based on achieving targets		1,500
Re-measurement to fair value increase (decrease)						500
Goodwill acquired in acquisition		5,500
Intangible assets acquired		500
Assets acquired and liabilities assumed, net liability		$ (300)
BotCentral
Business Acquisition [Line Items]
Equity consideration in acquisition			$ 1,000
Intangible assets acquired			1,200
Business acquisition transaction costs			$ 200
Contingent earn-out | AdvantageTec
Business Acquisition [Line Items]
Re-measurement to fair value increase (decrease)				(263)		168
Contingent earn-out | Conversable, Inc.
Business Acquisition [Line Items]
Re-measurement to fair value increase (decrease)				$ 0		(496)
Payments related to contingent consideration						$ 500

Fair Value Measurements (Financ

Fair Value Measurements (Financial Assets and Liabilities) (Details) - USD ($) $ in Thousands	Sep. 30, 2020	Dec. 31, 2019
Liabilities:
Contingent earn-out	$ 0	$ 557
Recurring
Assets:
Total assets	3,195	2,899
Liabilities:
Total liabilities	0	557
Recurring | Money market funds
Assets:
Money market funds	3,195	2,899
Recurring | Contingent earn-out
Liabilities:
Contingent earn-out	0	557
Recurring | Level 1
Assets:
Total assets	3,195	2,899
Liabilities:
Total liabilities	0	0
Recurring | Level 1 | Money market funds
Assets:
Money market funds	3,195	2,899
Recurring | Level 1 | Contingent earn-out
Liabilities:
Contingent earn-out	0	0
Recurring | Level 2
Assets:
Total assets	0	0
Liabilities:
Total liabilities	0	0
Recurring | Level 2 | Money market funds
Assets:
Money market funds	0	0
Recurring | Level 2 | Contingent earn-out
Liabilities:
Contingent earn-out	0	0
Recurring | Level 3
Assets:
Total assets	0	0
Liabilities:
Total liabilities	0	557
Recurring | Level 3 | Money market funds
Assets:
Money market funds	0	0
Recurring | Level 3 | Contingent earn-out
Liabilities:
Contingent earn-out	$ 0	$ 557

Fair Value Measurements (Narrat

Fair Value Measurements (Narrative) (Details) - USD ($) $ in Thousands	9 Months Ended		12 Months Ended
	Sep. 30, 2020	Sep. 30, 2019	Dec. 31, 2019	Dec. 31, 2018
Fair Value, Assets and Liabilities Measured on Recurring and Nonrecurring Basis [Line Items]
Contingent earn-out	$ 0		$ 557
Payments related to contingent consideration	0	$ 487
Recurring | Convertible senior note
Fair Value, Assets and Liabilities Measured on Recurring and Nonrecurring Basis [Line Items]
Convertible senior note net	195,000
Conversable, Inc. and AdvntageTec
Fair Value, Assets and Liabilities Measured on Recurring and Nonrecurring Basis [Line Items]
Contingent earn-out				$ 2,400
Conversable, Inc.
Fair Value, Assets and Liabilities Measured on Recurring and Nonrecurring Basis [Line Items]
Re-measurement to fair value increase (decrease)			500
AdvantageTec
Fair Value, Assets and Liabilities Measured on Recurring and Nonrecurring Basis [Line Items]
Re-measurement to fair value increase (decrease)	300		200
Payments related to contingent consideration			500
Contingent earn-out
Fair Value, Assets and Liabilities Measured on Recurring and Nonrecurring Basis [Line Items]
Contingent earn-out increase (decrease)	(600)		(1,800)
Equity issued as payment for contingent consideration	300		1,000
Payment related to contingent consideration	294		1,487
Contingent earn-out | Conversable, Inc.
Fair Value, Assets and Liabilities Measured on Recurring and Nonrecurring Basis [Line Items]
Re-measurement to fair value increase (decrease)	0		(496)
Payments related to contingent consideration			500
Contingent earn-out | AdvantageTec
Fair Value, Assets and Liabilities Measured on Recurring and Nonrecurring Basis [Line Items]
Re-measurement to fair value increase (decrease)	$ (263)		$ 168

Fair Value Measurements (Change

Fair Value Measurements (Changes in Fair Value of Level 3 Liabilities) (Details) - USD ($) $ in Thousands	9 Months Ended	12 Months Ended
	Sep. 30, 2020	Dec. 31, 2019
Conversable, Inc.
Change in Fair Value of Level 3 Liabilities
Fair value adjustment		$ 500
AdvantageTec
Change in Fair Value of Level 3 Liabilities
Fair value adjustment	$ 300	200
Contingent earn-out
Change in Fair Value of Level 3 Liabilities
Beginning balance	557	2,372
Payments	(294)	(1,487)
Ending balance	0	557
Contingent earn-out | Conversable, Inc.
Change in Fair Value of Level 3 Liabilities
Fair value adjustment	0	(496)
Contingent earn-out | AdvantageTec
Change in Fair Value of Level 3 Liabilities
Fair value adjustment	$ (263)	$ 168

Commitments and Contingencies_2

Commitments and Contingencies (Leases Narrative) (Details) $ in Thousands	3 Months Ended		9 Months Ended
	Sep. 30, 2020USD ($)lease	Sep. 30, 2019USD ($)	Sep. 30, 2020USD ($)	Sep. 30, 2019USD ($)	Dec. 31, 2019USD ($)
Lessee, Lease, Description [Line Items]
Operating lease right-of-use asset	$ 786		$ 786		$ 15,680
Operating lease liabilities	15,605		15,605		$ 19,467
Rental expense for operating leases	$ 2,500	$ 3,300	9,400	$ 9,300
Cash payments for operating leases			4,300	$ 5,000
Loss on termination of lease			$ 400
Number of leases abandoned | lease	14
Minimum
Lessee, Lease, Description [Line Items]
Operating leases term (in years)	1 year		1 year
Maximum
Lessee, Lease, Description [Line Items]
Operating leases term (in years)	12 years		12 years
Transition to employee-centric model
Lessee, Lease, Description [Line Items]
Lease restructuring expenses			$ 24,100
Other non-recurring expenses	$ 2,400		$ 5,600

Commitments and Contingencies_3

Commitments and Contingencies (Lease Information) (Details) - USD ($) $ in Thousands	Sep. 30, 2020	Dec. 31, 2019
Commitments and Contingencies Disclosure [Abstract]
Operating lease right-of-use asset	$ 786	$ 15,680
Current operating lease liability	6,295	6,602
Long term operating lease liability	9,310	12,865
Total operating lease liability	$ 15,605	$ 19,467
Operating leases, weighted average remaining lease term (in years)	3 years 6 months	3 years 6 months
Operating leases, weighted average discount rate (percent)	7.00%	7.00%

Commitments and Contingencies_4

Commitments and Contingencies (Undiscounted Future Lease Payments) (Details) - USD ($) $ in Thousands	3 Months Ended		9 Months Ended
	Sep. 30, 2020	Sep. 30, 2019	Sep. 30, 2020	Sep. 30, 2019	Dec. 31, 2019
Commitments and Contingencies Disclosure [Abstract]
Rental expense for operating leases	$ 2,500	$ 3,300	$ 9,400	$ 9,300
Undiscounted future lease payments
2020 (remaining three months for September 30, 2020)	1,807		1,807		$ 7,787
2021	6,778		6,778		6,530
2022	4,006		4,006		3,746
2023	2,148		2,148		1,925
2024	1,367		1,367		1,148
Thereafter	1,247		1,247		864
Total undiscounted lease payments	17,353		17,353		22,000
Less: present value adjustment	(1,748)		(1,748)		(2,533)
Total operating lease liability	$ 15,605		$ 15,605		$ 19,467

Commitments and Contingencies_5

Commitments and Contingencies (Employee Benefit Plan, Letters of Credit, and Non Income Tax Matters Narrative) (Details)	3 Months Ended		9 Months Ended		12 Months Ended
	Sep. 30, 2020USD ($)	Sep. 30, 2019USD ($)	Sep. 30, 2020USD ($)draw	Sep. 30, 2019USD ($)	Dec. 31, 2019
Other Commitments [Line Items]
Employer matching contributions	$ 700,000	$ 800,000	$ 2,500,000	$ 2,500,000
Estimated sales tax liability, including interest, minimum	2,500,000		2,500,000
Estimated sales tax liability, including interest, maximum	6,300,000		6,300,000
Accrued sales tax, including interest	2,500,000		$ 2,500,000
Match Step One
Other Commitments [Line Items]
Employer matching contribution, percent of match					100.00%
Employer matching contribution percent of eligible compensation					3.00%
Match Step Two
Other Commitments [Line Items]
Employer matching contribution, percent of match					50.00%
Employer matching contribution percent of eligible compensation					2.00%
Letter of Credit
Other Commitments [Line Items]
Number of draws | draw			2
Proceeds from amounts drawn against letters of credit			$ 1,300,000
Letter of Credit | LOC for Office Space
Other Commitments [Line Items]
Letters of credit outstanding	500,000		500,000
Letter of Credit | LOC for Security Deposit
Other Commitments [Line Items]
Letters of credit outstanding	$ 100,000		$ 100,000

Stockholders' Equity (Narrative

Stockholders' Equity (Narrative) (Details) - USD ($) $ / shares in Units, $ in Thousands	Jun. 11, 2020	Apr. 11, 2019	Feb. 13, 2019	Oct. 29, 2018	Jul. 31, 2018	Apr. 25, 2018	Apr. 30, 2017	Jun. 07, 2012	Sep. 30, 2020	Mar. 31, 2020	Sep. 30, 2019	Dec. 31, 2019	Sep. 30, 2020	Sep. 30, 2019	Dec. 31, 2009	Jun. 06, 2019	Jan. 31, 2018	Jun. 30, 2010
Common Stock, Number of Shares, Par Value and Other Disclosures [Abstract]
Common stock, authorized (in shares)									200,000,000			200,000,000	200,000,000			100,000,000
Common stock, issued (in shares)									69,457,299			66,543,073	69,457,299
Common stock, outstanding (in shares)									66,747,469			63,833,243	66,747,469
Common stock, par value (in dollars per share)									$ 0.001			$ 0.001	$ 0.001
Common stock to be authorized pending charter amendment																200,000,000
Preferred Stock, Number of Shares, Par Value and Other Disclosures [Abstract]
Preferred stock, authorized (in shares)									5,000,000			5,000,000	5,000,000
Preferred stock, issued (in shares)									0			0	0
Preferred stock, shares outstanding (in shares)									0			0	0
Preferred stock, par value (in dollars per share)									$ 0.001			$ 0.001	$ 0.001
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Per share weighed average fair value of stock options granted during the period (in dollars per share)									$ 17.73		$ 13.07		$ 12.67	$ 11.58
Dividend yield (percent)									0.00%		0.00%		0.00%	0.00%
Period used to determine volatility													5 years
Expected life (in years)									5 years		5 years		5 years	5 years
Increase in stock compensation cost due to change in forfeiture rate										$ 2,300
Fair value of stock options exercised													$ 6,300
Accrual for cash awards									$ 11,300		$ 2,600		18,400	$ 7,400
Stock-based compensation expense													46,171	25,539
Stock-based compensation expense									15,500		$ 9,100		$ 46,200	$ 25,500
Stock Option
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Weighted average recognition period of unrecognized compensation cost													2 years 7 months 6 days
Incentive Stock Option
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Unrecognized compensation cost related to novested share-based compensation arrangements									18,800				$ 18,800
RSUs
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Unrecognized compensation cost related to nonvested share-based compensation arrangements									$ 72,200				$ 72,200
Weighted average recognition period of unrecognized compensation cost													2 years 10 months 24 days
1998 Plan | Stock Option
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Shares of common stock available for issuance (up to)									5,850,000				5,850,000
2000 Plan | Stock Option
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Increase in number of shares of common stock available for issuance													4,150,000
1998 and 2000 Plan | Stock Option
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Shares of common stock available for issuance (up to)									10,000,000				10,000,000
2009 Plan | Stock Option
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Increase in number of shares of common stock available for issuance															6,000,000
2009 Plan, Amended | Stock Option
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Shares of common stock available for issuance (up to)		35,067,744
Options term (in years)													10 years
Increase in number of shares of common stock available for issuance	3,000,000	4,250,000					4,000,000	4,250,000
Shares reserved for future issuance									3,300,000				3,300,000
2010 Employee Stock Purchase Plan
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Shares of common stock available for issuance (up to)							2,000,000											1,000,000
Increase in number of shares of common stock available for issuance							1,000,000
Shares reserved for future issuance									800,000				800,000
Two Thousand Nineteen Employee Stock Purchase Plan [Member]
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Increase in number of shares of common stock available for issuance												1,000,000
2018 Plan
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Shares of common stock available for issuance (up to)												3,368,048					1,500,000
Increase in number of shares of common stock available for issuance			618,048	250,000	500,000	500,000
2018 Plan | Stock Option
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Shares reserved for future issuance									1,200,000				1,200,000
Minimum | RSUs
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Vesting period													3 years
Maximum | RSUs
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Vesting period													4 years

Stockholders' Equity (Weighted

Stockholders' Equity (Weighted Average Assumptions of Fair Value Options Using Black-Scholes Option-Pricing Model) (Details)	3 Months Ended		9 Months Ended
	Sep. 30, 2020	Sep. 30, 2019	Sep. 30, 2020	Sep. 30, 2019
Option-Pricing Model Weighted Average Assumptions
Dividend yield (percent)	0.00%	0.00%	0.00%	0.00%
Risk-free interest rate, minimum (percent)	0.26%		0.26%	1.88%
Risk-free interest rate, maximum (percent)	0.29%		0.66%	2.57%
Risk-free interest rate (percent)		1.83%
Expected life (in years)	5 years	5 years	5 years	5 years
Historical volatility, minimum (percent)	52.26%		46.50%
Historical volatility, maximum (percent)	52.43%		52.43%
Historical volatility (percent)		43.71%		43.42%

Stockholders' Equity (Summary o

Stockholders' Equity (Summary of Stock Option Activity and Weighted Average Exercise Prices) (Details) $ / shares in Units, shares in Thousands, $ in Thousands	9 Months Ended	12 Months Ended
	Sep. 30, 2020USD ($)$ / sharesshares	Dec. 31, 2019USD ($)$ / sharesshares
Options
Beginning balance (in shares) | shares	5,799
Granted (in shares) | shares	671
Exercised (in shares) | shares	(1,147)
Cancelled or expired (in shares) | shares	(491)
Ending balance (in shares) | shares	4,832	5,799
Options vested and expected to vest (in shares) | shares	1,561
Options exercisable at end of period (in shares) | shares	2,612
Weighted Average Exercise Price
Beginning balance (in dollars per share) | $ / shares	$ 16.57
Granted (in dollars per share) | $ / shares
Exercised (in dollars per share) | $ / shares
Cancelled or expired (in dollars per share) | $ / shares
Ending balance (in dollars per share) | $ / shares	18.59	$ 16.57
Options vested and expected to vest (in dollars per share) | $ / shares	22.29
Options exercisable at end of period (in dollars per share) | $ / shares	$ 14.35
Weighted Average Remaining Contractual Term (in years)
Weighted average remaining contract term, Options outstanding	6 years 6 months 7 days	6 years 9 months 14 days
Weighted average remaining contract term, Options vested and expected to vest	8 years 3 months 7 days
Weighted average remaining contract term, Options exercisable	4 years 10 months 20 days
Aggregate Intrinsic Value
Aggregate intrinsic value, Options outstanding | $	$ 161,335	$ 119,064
Aggregate intrinsic value, Options vested and expected to vest | $	46,349
Aggregate intrinsic value, Options exercisable | $	$ 98,314

Stockholders' Equity (Summary_2

Stockholders' Equity (Summary of Restricted Stock Unit Activity and Weighted Average Exercise Price) (Details) - RSUs - USD ($) $ / shares in Units, shares in Thousands, $ in Thousands	6 Months Ended	9 Months Ended
	Jun. 30, 2020	Sep. 30, 2020	Dec. 31, 2019
Number of Shares (in thousands)
Beginning balance outstanding (in shares)	3,049	3,049
Awarded (in shares)		2,456
Released (in shares)		(1,656)
Forfeited (in shares)		(623)
Non-vested and outstanding at end of period (in shares)		3,226
Expected to vest (in shares)		2,060
Weighted Average Grant Date Fair Value (usd per share)
Beginning balance outstanding (in dollars per share)	$ 24.73	$ 24.73
Awarded (in dollars per share)
Released (in dollars per share)
Forfeited (in dollars per share)
Non-vested and outstanding at end of period (in dollars per share)		25.91
Expected to vest (in dollars per share)		$ 25.13
Aggregate Fair Value (in thousands)
Aggregate fair value, Non-vested and outstanding		$ 167,993	$ 112,848
Aggregate fair value, Expected to vest		$ 107,115

Restructuring (Narrative) (Deta

Restructuring (Narrative) (Details) - USD ($) $ in Thousands	3 Months Ended		9 Months Ended
	Sep. 30, 2020	Sep. 30, 2019	Sep. 30, 2020	Sep. 30, 2019	Dec. 31, 2019	Dec. 31, 2018
Restructuring and Related Activities [Abstract]
Restructuring expense	$ 26,442	$ 1,425	$ 29,635	$ 1,909
Restructuring liability	$ 7,157		$ 7,157		$ 314	$ 977

Restructuring (Restructuring Li

Restructuring (Restructuring Liability) (Details) - USD ($) $ in Thousands	9 Months Ended	12 Months Ended
	Sep. 30, 2020	Dec. 31, 2019
Restructuring Reserve [Roll Forward]
Balance, Beginning of the year	$ 314	$ 977
Lease restructuring costs	4,765	0
Severance and other compensation associated costs	5,574	2,043
Cash payments	(3,496)	(2,706)
Balance, End of period	$ 7,157	$ 314

Restructuring (Restructuring Ex

Restructuring (Restructuring Expense) (Details) - USD ($) $ in Thousands	3 Months Ended		9 Months Ended
	Sep. 30, 2020	Sep. 30, 2019	Sep. 30, 2020	Sep. 30, 2019
Restructuring Cost and Reserve [Line Items]
Restructuring costs	$ 26,442	$ 1,425	$ 29,635	$ 1,909
Lease restructuring costs
Restructuring Cost and Reserve [Line Items]
Restructuring costs	24,061	0	24,061	0
ROU assets write down
Restructuring Cost and Reserve [Line Items]
Restructuring costs	13,938	0	13,938	0
Abandonment of property and equipment
Restructuring Cost and Reserve [Line Items]
Restructuring costs	5,147	0	5,147	0
Other lease restructuring costs
Restructuring Cost and Reserve [Line Items]
Restructuring costs	4,976	0	4,976	0
Severance and other compensation associated costs
Restructuring Cost and Reserve [Line Items]
Restructuring costs	$ 2,381	$ 1,425	$ 5,574	$ 1,909

Income Taxes (Details)

Income Taxes (Details) - USD ($)	3 Months Ended	9 Months Ended
	Sep. 30, 2020	Sep. 30, 2020
Income Tax Disclosure [Abstract]
Income tax benefit recognized as result of CARES Act	$ 0	$ 600,000