ASAPP Messaging Updates - Digital Agent Desk
New updates and improvements for ASAPP Messaging - Digital Agent Desk
Chat Takeover
Managers have the ability to take over a chat from either an agent or an unassigned chat in the queue. Managers will then be able to service the chat from Agent Desk.
This capability impacts the following ways:
- Close chats where the issue has been resolved but still hasn’t been dispositioned.
- Take over complex or convoluted chats.
- Handle part of the queue traffic in high-traffic situations.
A confirmation modal will appear:
How it Works
Managers can take over a chat by navigating to a specific conversation in Live Insights and clicking on it to open the transcript area. The user can then click on the Takeover button in the upper left-hand corner. A confirmation prompt will appear to ensure the user wants to take over the chat. Once the chat has been transferred, the user will be notified. There is no limit to the number of chats a user can take over.
After that, admins can continue the chat and manage it at will. Users need to ensure they have access to Agent Desk to service the chat they have taken over. Access to the takeover functionality is granted through permissions set up by ASAPP.
Send Attachments
End customers can send pdf attachments to agents in order to provide more information about their case
Agents might need to receive PDFs and images in order to complete or service an issue related to a customer chat. Such as a fraud case as they need proof of the transaction.
| Receiving PDFs | Receiving Images |
|---|---|
 |  |
How it Works
Agents can see the attachment component in a chat with a customer. Agents can view images in a separate modal and can download and view a PDF.
Supported file types
- JPEG
- JPG
- PNG
The capability is currently supported on:
- Apple Messaged for Business
Maximum size is 10MB for images and 20MB for PDFs.
Search Queue Names
Agent Desk enables agents to easily transfer conversations to different queues by typing in the queue name and selecting it from a filtered list of results.
The search functionality is particularly useful for agents that have a long list of queue choices in the transfer menu.
We expect that a search functionality will help ensure agents select the right queue, reducing the number of transfers to unintended or incorrect queues.
Search queue name in queue transfer menu.
How It Works
Agents can select the queue to which they want to transfer the conversation by entering its name and choosing it from a filtered list.
The search query will filter only the exact matches of the queue’s name.
Auto-Pilot Endings
Agent Desk can now automate the end-of-chat process for agents, allowing them to opt-in to an Auto-Pilot Ending flow that will take care of the entire check-in and ending process so that agents can focus on more valuable tasks.
Agents can turn Auto-pilot Endings on and off globally, edit the message, and personalize it with data inserts (such as ‘customer name’), cancel the flow, or even speed it up to close the conversation earlier.
Auto-Pilot Endings running in Agent Desk with Initial Message queued.
Customers often become unresponsive once they do not need anything else from the agent. To free up their slots to serve other customers waiting in the queue, agents must confirm there is nothing more they can help the customer with before closing the chat.
To ensure the customer has a grace period to respond before being disconnected, agents follow a formulaic, multi-step check-in process with the customer prior to ending the chat. In these situations, Auto-Pilot Endings is intended to free up agents’ attention for more active conversations, leading to greater agent efficiency.
Customer History Context
This feature enables Agent Desk users to get context and historical conversation highlights when providing support to an authenticated customer.
Updated “past conversation” indicator in the “Profile” tab, and updated “Past Conversation” tab.
Use and Impact
Past Conversations enables agents to provide customers with a more confident, informed, and tailored experience by displaying information about previous conversations with those customers.
This feature improves agents’ efficiency and effectiveness by enhancing the retrievability and usefulness of historical conversation data.
As a result, it helps to reduce operational metrics such as Average Handling Time (AHT) and increase effectiveness indicators like the Customer Satisfaction (CSAT) score.
Data Insert in Agent Responses
Data Insert in Agent Responses Feature Release
Default Status for Agents in Voice and Agent Desk
Administrators can configure a default status for agents for every time they log in.
Active status selected by default in the Status selection menu.
By default, when agents log in to the platform, they inherit the same status they had when they last logged out. This behavior often leads to downtime if the agents fail to update their status to an active state, creating backlogs in queues as there are fewer agents to allocate chats to than there should be.
This feature allows customers to set a default status, such as available, every time an agent logs in. Administrators can configure this default status for both Voice and Agent desks.
Transfer to Paused Queues in Agent Desk
Agents now have the ability to transfer customers to a paused queue.
In some cases, the only agents that can properly address a customer’s issue are part of a queue that is temporarily paused. To ensure that agents can always redirect customers to the applicable queue, this feature allows agents to transfer customers to a paused queue, even if the wait times are long.
This feature prevents poor customer experience by telling customers to reach out later or sending them to a queue that cannot appropriately help them.
It also saves agents time by enabling them to route the customer to the proper queue when they cannot address the issue.
Disable Transfer to Same Queue in Agent Desk
Agent Desk can prevent agents from transferring a customer to another agent in the same queue.
In some situations, transferring customers to the same queue they were waiting in can cause a poor customer experience.
Additionally, agents might transfer customers to the same queue to unassign themselves from the case, causing other agents to have to pick up new or complicated cases.
This feature gives administrators more flexibility in configuring which queues are available to their agents for transfer. It also prevents agents from transferring customers with difficult or time-consuming requests to another agent.
Overall, this feature ensures a better customer experience by preventing possible delays by transferring waiting customers to the same queue.
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