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.
How It Works
How It Works
How It Works
Watch the video walkthrough below to learn more about Auto-Pilot Endings:
Auto-Pilot Endings enables agents to configure the ending message that is delivered in sequence. Each message is meant to be automatically sent to the customer when they become unresponsive:
Messages
-
Initial Message - Asking the customer if there is anything else that needs to be discussed.
Example: “Is there anything else I can help you with?” -
Check-in Message - Confirming whether the customer is still there.
Example: “Are you still with me?” -
Second (Closing) Message - A graceful ending message to close out the conversation. ASAPP can embed the customer name in this message.
Example: “Thank you ! It was a pleasure assisting you today. Feel free to reach out if you have any other questions.”
Procedure
For each conversation, Auto-Pilot Endings follows a simple sequence when enabled:
-
Suggestion or Manual Start: Agent Desk will suggest to the agent to start the ending flow, through a pop-up banner at the top of the middle panel, when it predicts the issue has concluded. Agents can also manually start it from the dropdown menu in the header before a suggestion appears.
-
Initial Message Queued: Once Auto-Pilot Ending is initiated, Agent Desk shows the agent the initial message that is ready to send to the customer. On the right-hand panel, the notes panel will appear showing agents the automatic summary and free-text notes field. An indicator will show on the left-hand panel chat card along with a timer countdown showing when the initial message will be sent.
-
Initial Message Sent: Once the countdown is complete, the initial message is sent and another timer begins waiting for the customer to respond.
-
Customer Response: Agent Desk shows a countdown for how long it will wait for a response before sending a Check-in Message. It detects the following customer response types and acts accordingly:
Customer Response Type Action A. Customer confirms they don’t need more help Closing Message is queued and sends after its countdown is complete; the chat issue ends. The agent can also choose to end the conversation before the countdown completes. B. Customer confirms they need more help The Auto-Pilot Endings flow is canceled; the conversation continues as normal. A “new message” signal is sent to the agent to inform him that the customer returned the interaction. C. Unresponsive customer A Check-in Message is sent and another timer begins. If the customer remains unresponsive, the Closing Message is sent and the chat issue ends. If the customer responds with any message, the Auto-Pilot Endings flow is canceled and the conversation continues as normal.
Agent Capabilities
Manually Ending Auto-Pilot Endings Flow
At any time, an agent can click Cancel in the Composer window to end the Auto-Pilot Ending flow and return the conversation to its normal state.
Manually Sending Ending Messages
Any time a message is queued, an agent can click Send now in the Composer window to bypass the countdown timer, send the message, and move to the next step in the flow.
Managing Auto-Pilot Endings
Under the Ending tab in the Responses drawer of the right rail of Agent Desk, agents can:
- Enable or disable AutoPilot Endings using a toggle at the top of the tab.
- Customize the wording of the Closing Message; there are two versions of the message, accounting for when Agent Desk is aware and unaware of the customer’s first name.
Feature Configuration
Customers must reach out to their ASAPP contact to configure Auto-Pilot Endings globally for their program:
Global Default Auto-Pilot Ending Messages
- Initial Message
- Check-in message
- Closing Message (named customer)
- Closing Message (unidentified customer)
Agents will only be able to personalize the Closing Messages in Agent Desk
Global Default Auto-Pilot Ending Timers
- Main timer: The time to wait before sending both the initial and closing messages.
- No-response timer: The time to wait to send the check-in message if there’s no response from the customer after a check-in message is sent.
FAQs
-
How is this feature different from Auto-Pilot Timeout?
Auto-Pilot Timeout is meant for conversations that have stopped abruptly before concluding and is only recommended in those instances. When an agent enables and completes Auto-Pilot Timeout, the flow concludes with a customer being timed out. A timed out customer can resume their conversation and be placed back at the top of the queue if their issue hasn’t yet expired. Auto-Pilot Endings is meant for conversations that are clearly ending. When an agent enables Auto-Pilot Endings, the flow concludes with ending the conversation. If the customer wants to chat again, they will be placed back into the queue and treated as a new issue. -
How does ASAPP classify the customer’s response to the Initial Message to determine whether they are ready to end the conversation or still need help?
When a customer responds to the Initial Message (asking whether they need more help), ASAPP classifies the return message into two categories:
- A positive response confirming they don’t need more help and are done with the conversation
- A negative response confirming they need more help
ASAPP uses a classification model trained on both types of responses to make the determination in real-time during the Auto-Pilot Endings flow.
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.
How It Works
How It Works
How It Works
When agents log in to Agent Desk, they will notice a dynamic indicator under the context card’s profile tab. This indicator alerts agents of past conversations with the customer and how long ago they occurred, eliminating the need for agents to switch between tabs.
Agents can either click the view button or toggle to the Past Conversations tab (formerly labeled History).
Past conversations are organized by date, with the most recent conversations showing first.
FAQs
-
Do I need to configure anything to access this new feature?
No, this update will roll out to all Agent Desk users.
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.
How It Works
How It Works
How It Works
After enabling this feature, whenever an agent logs back into Voice or Agent Desk, their status is automatically changed to a configured default status.
Configuration
To automatically set a default status for agents when they log in, contact your ASAPP account team.
FAQs
-
Would agents always get a default status even if I don’t configure one?
No. If you don’t configure a default status, your agents will continue to have the same status they had when they last logged out.
-
Can I choose any default status? Yes. Although setting a default status of “active” would prevent possible delays in assigning messages from a queue, you can configure whatever status you need.
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.
How It Works
How It Works
How It Works
Administrators might pause a queue if they detect they are getting a higher demand than expected. When enabled, paused queues appear in the agent’s transfer menu with a label indicating their status so that agents can identify them.
When transferring a customer to a paused queue, the customer gets placed at the end of that queue.
Configuration
To enable your agents to transfer customers to a paused queue, contact your ASAPP account team.
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.
How It Works
How It Works
How It Works
Enabling this feature removes the queue where the issue is assigned from the transfer menu.
The transfer menu will still show other queues that the agent is assigned to.
Configuration
To enable this feature, contact your ASAPP account team.