# Source: https://docs.asapp.com/changelog/messaging-digital-agent-desk.md

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.asapp.com/llms.txt
> Use this file to discover all available pages before exploring further.

# ASAPP Messaging Updates - Digital Agent Desk

> New updates and improvements for ASAPP Messaging - Digital Agent Desk

<Update label="2025 - French and Spanish Language Support for AutoPilot">
  ## French and Spanish Language Support for AutoPilot

  ASAPP now supports French and Spanish languages for the AutoPilot feature in Digital Agent Desk. This enhancement allows agents to automate customer interactions in these additional languages, improving customer experience and operational efficiency.

  **Key Benefits**:

  * **Broadened Language Support**: Engage with a wider customer base by supporting French and Spanish speakers.
  * **Consistent Customer Experience**: Ensure that customers receive timely and relevant responses in their preferred language.
  * **Increased Agent Efficiency**: Reduce agent workload by automating routine interactions in multiple languages.

  ## How It Works

  To enable French or Spanish language support for AutoPilot, please contact your ASAPP account team.

  Once enabled, agents can configure AutoPilot messages in the desired language directly within the Digital Agent Desk interface.

  <Card href="/agent-desk/digital-agent-desk#autopilot" title="AutoPilot Feature Overview">
    Learn more about how to set up and use AutoPilot in your Digital Agent Desk environment.
  </Card>
</Update>

<Update label="2025 - Undelivered Messages">
  ## Undelivered Messages

  Undelivered Messages displays clear indicators when Live Agent messages fail to reach customers, enhancing transparency and accountability. It adds visible indicators to transcripts whenever delivery failures occur.

  Organizations gain a better understanding of conversation outcomes, reduce agent guesswork about message delivery status, and proactively address quality or technical issues.

  **Key Benefits**:

  * **Enhanced Transparency**: Agents receive clear visibility into message delivery failures through indicators in transcripts, eliminating guesswork about whether customers received their messages.
  * **Improved Customer Experience**: Agents can quickly identify and manually resend failed messages, ensuring customers receive critical information without delay.
  * **Zero Performance Impact**: The feature operates passively without affecting message delivery speed, latency, or system performance.
  * **No Setup Required**: All customers automatically receive undelivered message visibility with no configuration or implementation effort needed.
  * **Comprehensive Visibility**: Delivery failure indicators appear in both live conversations and historical transcript views, providing complete context across all interactions.
  * **Built-in Reporting**: Delivery failure data integrates with existing transcript exports and utterance feeds, enabling analysis and operational insights without additional tooling.

  <Frame>
    <img src="https://mintcdn.com/asapp/1fDV2_vz_I8h9n4C/images/messaging-platform/digital-agent-desk/undelivered-messages.png?fit=max&auto=format&n=1fDV2_vz_I8h9n4C&q=85&s=29dfb750245fb666a456bedb17cbf0ee" alt="Undelivered Messages Interface" data-og-width="420" width="420" data-og-height="772" height="772" data-path="images/messaging-platform/digital-agent-desk/undelivered-messages.png" data-optimize="true" data-opv="3" srcset="https://mintcdn.com/asapp/1fDV2_vz_I8h9n4C/images/messaging-platform/digital-agent-desk/undelivered-messages.png?w=280&fit=max&auto=format&n=1fDV2_vz_I8h9n4C&q=85&s=5a60eb4d0486061cfd7146abd725fea7 280w, https://mintcdn.com/asapp/1fDV2_vz_I8h9n4C/images/messaging-platform/digital-agent-desk/undelivered-messages.png?w=560&fit=max&auto=format&n=1fDV2_vz_I8h9n4C&q=85&s=5be6e69ff374df45b5ef22cd951784b9 560w, https://mintcdn.com/asapp/1fDV2_vz_I8h9n4C/images/messaging-platform/digital-agent-desk/undelivered-messages.png?w=840&fit=max&auto=format&n=1fDV2_vz_I8h9n4C&q=85&s=5d25caeb66cf40dfa8dcd10482bcb7ca 840w, https://mintcdn.com/asapp/1fDV2_vz_I8h9n4C/images/messaging-platform/digital-agent-desk/undelivered-messages.png?w=1100&fit=max&auto=format&n=1fDV2_vz_I8h9n4C&q=85&s=21c682dd867e2c1537b894480f55840b 1100w, https://mintcdn.com/asapp/1fDV2_vz_I8h9n4C/images/messaging-platform/digital-agent-desk/undelivered-messages.png?w=1650&fit=max&auto=format&n=1fDV2_vz_I8h9n4C&q=85&s=01c756776ac02820dbd009a366461249 1650w, https://mintcdn.com/asapp/1fDV2_vz_I8h9n4C/images/messaging-platform/digital-agent-desk/undelivered-messages.png?w=2500&fit=max&auto=format&n=1fDV2_vz_I8h9n4C&q=85&s=3eb3ef04178d5472ab1217895fb9dcc8 2500w" />
  </Frame>

  <Card href="/agent-desk/digital-agent-desk/agent-desk-navigation#undelivered-messages" title="Undelivered Messages">
    Learn more about how Undelivered Messages work in your Digital Agent Desk environment.
  </Card>
</Update>

<Update label="2025 - Live Agent Summary">
  ## Live Agent Summary

  When conversations escalate from GenerativeAgent to live agents, agents receive lengthy, unstructured transcripts that force them to read through dozens of messages—increasing AHT, creating redundant questions, and frustrating customers.

  **GenAgent Live Agent Summary** generates concise, structured AI-powered summaries presented directly to live agents at handoff from GenerativeAgent.

  **Key Benefits**:

  * **Reduce Average Handling Time (AHT)** by eliminating the need to parse entire transcripts.
  * **Improve agent experience** by removing repetitive work and confusion.
  * **Enhance customer satisfaction (CSAT)** by reducing redundancy and speeding up resolutions.
  * **Enable operational efficiency** by standardizing how bot-to-agent handoffs are managed.

  <Frame>
    <img src="https://mintcdn.com/asapp/Ve91OvW2QLqQ2_fD/images/messaging-platform/digital-agent-desk/live-agent-summary.png?fit=max&auto=format&n=Ve91OvW2QLqQ2_fD&q=85&s=49c918b3f79b2c698ddf55712951deae" alt="Live Agent Summary Interface" data-og-width="1600" width="1600" data-og-height="958" height="958" data-path="images/messaging-platform/digital-agent-desk/live-agent-summary.png" data-optimize="true" data-opv="3" srcset="https://mintcdn.com/asapp/Ve91OvW2QLqQ2_fD/images/messaging-platform/digital-agent-desk/live-agent-summary.png?w=280&fit=max&auto=format&n=Ve91OvW2QLqQ2_fD&q=85&s=b97feb705af646e40812c3b21973a9c3 280w, https://mintcdn.com/asapp/Ve91OvW2QLqQ2_fD/images/messaging-platform/digital-agent-desk/live-agent-summary.png?w=560&fit=max&auto=format&n=Ve91OvW2QLqQ2_fD&q=85&s=80dee0619c8352496fce236c024ddf00 560w, https://mintcdn.com/asapp/Ve91OvW2QLqQ2_fD/images/messaging-platform/digital-agent-desk/live-agent-summary.png?w=840&fit=max&auto=format&n=Ve91OvW2QLqQ2_fD&q=85&s=135476acb6eda677e539019e3a8d48b9 840w, https://mintcdn.com/asapp/Ve91OvW2QLqQ2_fD/images/messaging-platform/digital-agent-desk/live-agent-summary.png?w=1100&fit=max&auto=format&n=Ve91OvW2QLqQ2_fD&q=85&s=cd35be066d4eee6a429b0e6aae6d91cf 1100w, https://mintcdn.com/asapp/Ve91OvW2QLqQ2_fD/images/messaging-platform/digital-agent-desk/live-agent-summary.png?w=1650&fit=max&auto=format&n=Ve91OvW2QLqQ2_fD&q=85&s=1676401919d345aadd3671f6799c3551 1650w, https://mintcdn.com/asapp/Ve91OvW2QLqQ2_fD/images/messaging-platform/digital-agent-desk/live-agent-summary.png?w=2500&fit=max&auto=format&n=Ve91OvW2QLqQ2_fD&q=85&s=38d5c54784c9ff3998237b7a689e172f 2500w" />
  </Frame>

  <Card href="/agent-desk/digital-agent-desk/live-agent-summary" title="Live Agent Summary">
    Learn more about how to set up and use Live Agent Summary in your Digital Agent Desk environment.
  </Card>
</Update>

<Update label="2025 - Chat Takeover">
  ## 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.

  <Frame>
    <img src="https://mintcdn.com/asapp/BoXlOITRW7VjgmOG/image/uuid-1888ee10-a86c-3e97-c22e-17468eb31c7f.png?fit=max&auto=format&n=BoXlOITRW7VjgmOG&q=85&s=ab28699c1ba1c5e28a3385cba1a67078" data-og-width="1010" width="1010" data-og-height="1828" height="1828" data-path="image/uuid-1888ee10-a86c-3e97-c22e-17468eb31c7f.png" data-optimize="true" data-opv="3" srcset="https://mintcdn.com/asapp/BoXlOITRW7VjgmOG/image/uuid-1888ee10-a86c-3e97-c22e-17468eb31c7f.png?w=280&fit=max&auto=format&n=BoXlOITRW7VjgmOG&q=85&s=98c487e6ab58cbbbaeb46c84d78d5740 280w, https://mintcdn.com/asapp/BoXlOITRW7VjgmOG/image/uuid-1888ee10-a86c-3e97-c22e-17468eb31c7f.png?w=560&fit=max&auto=format&n=BoXlOITRW7VjgmOG&q=85&s=763a34896da5f8770e33772ba28bde1c 560w, https://mintcdn.com/asapp/BoXlOITRW7VjgmOG/image/uuid-1888ee10-a86c-3e97-c22e-17468eb31c7f.png?w=840&fit=max&auto=format&n=BoXlOITRW7VjgmOG&q=85&s=3b4b2a9257d3f027bfa4c12fcdb1e035 840w, https://mintcdn.com/asapp/BoXlOITRW7VjgmOG/image/uuid-1888ee10-a86c-3e97-c22e-17468eb31c7f.png?w=1100&fit=max&auto=format&n=BoXlOITRW7VjgmOG&q=85&s=8a6c619fcb5f8f5e0b88592dd61fa240 1100w, https://mintcdn.com/asapp/BoXlOITRW7VjgmOG/image/uuid-1888ee10-a86c-3e97-c22e-17468eb31c7f.png?w=1650&fit=max&auto=format&n=BoXlOITRW7VjgmOG&q=85&s=d304d4e53c5adacef6f58fffdf6639fc 1650w, https://mintcdn.com/asapp/BoXlOITRW7VjgmOG/image/uuid-1888ee10-a86c-3e97-c22e-17468eb31c7f.png?w=2500&fit=max&auto=format&n=BoXlOITRW7VjgmOG&q=85&s=533874c76288bc0bd6f5e4117a7dbe1c 2500w" />
  </Frame>

  A confirmation modal will appear:

  <Frame>
    <img src="https://mintcdn.com/asapp/AXwA7-nbwQCJ8xte/image/uuid-de58442d-77e5-418b-057d-1adda7e8afae.png?fit=max&auto=format&n=AXwA7-nbwQCJ8xte&q=85&s=f7415cc18d513e572988cff2be3e72e1" data-og-width="512" width="512" data-og-height="224" height="224" data-path="image/uuid-de58442d-77e5-418b-057d-1adda7e8afae.png" data-optimize="true" data-opv="3" srcset="https://mintcdn.com/asapp/AXwA7-nbwQCJ8xte/image/uuid-de58442d-77e5-418b-057d-1adda7e8afae.png?w=280&fit=max&auto=format&n=AXwA7-nbwQCJ8xte&q=85&s=101b3b37b615a6ce2470a547f5e3064c 280w, https://mintcdn.com/asapp/AXwA7-nbwQCJ8xte/image/uuid-de58442d-77e5-418b-057d-1adda7e8afae.png?w=560&fit=max&auto=format&n=AXwA7-nbwQCJ8xte&q=85&s=50425f8ba4ab2d71800fb46f53305419 560w, https://mintcdn.com/asapp/AXwA7-nbwQCJ8xte/image/uuid-de58442d-77e5-418b-057d-1adda7e8afae.png?w=840&fit=max&auto=format&n=AXwA7-nbwQCJ8xte&q=85&s=e5f4f084dafb66cf6a0e853f29cf1510 840w, https://mintcdn.com/asapp/AXwA7-nbwQCJ8xte/image/uuid-de58442d-77e5-418b-057d-1adda7e8afae.png?w=1100&fit=max&auto=format&n=AXwA7-nbwQCJ8xte&q=85&s=fab69b8986523ca42c734fe67fcd256a 1100w, https://mintcdn.com/asapp/AXwA7-nbwQCJ8xte/image/uuid-de58442d-77e5-418b-057d-1adda7e8afae.png?w=1650&fit=max&auto=format&n=AXwA7-nbwQCJ8xte&q=85&s=0694638621b82c047ad2108e14108e4d 1650w, https://mintcdn.com/asapp/AXwA7-nbwQCJ8xte/image/uuid-de58442d-77e5-418b-057d-1adda7e8afae.png?w=2500&fit=max&auto=format&n=AXwA7-nbwQCJ8xte&q=85&s=b63b97568de296ef7921509c45850623 2500w" />
  </Frame>

  ## 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.
</Update>

<Update label="2025 - Send Attachments">
  ## 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                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                           |
  | :--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | :--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
  | <Frame>  <img src="https://mintcdn.com/asapp/NE5s_J_rgoRPqQQt/image/uuid-38d88ea3-c564-f4c3-4ab8-41c051145768.png?fit=max&auto=format&n=NE5s_J_rgoRPqQQt&q=85&s=64fc0f2b9e827e9dcf708ef8ed28c553" data-og-width="324" width="324" data-og-height="240" height="240" data-path="image/uuid-38d88ea3-c564-f4c3-4ab8-41c051145768.png" data-optimize="true" data-opv="3" srcset="https://mintcdn.com/asapp/NE5s_J_rgoRPqQQt/image/uuid-38d88ea3-c564-f4c3-4ab8-41c051145768.png?w=280&fit=max&auto=format&n=NE5s_J_rgoRPqQQt&q=85&s=f262808b2f543c0dfd301e8d9e582952 280w, https://mintcdn.com/asapp/NE5s_J_rgoRPqQQt/image/uuid-38d88ea3-c564-f4c3-4ab8-41c051145768.png?w=560&fit=max&auto=format&n=NE5s_J_rgoRPqQQt&q=85&s=9227dcdae2be1ec647494d1e677d9f3e 560w, https://mintcdn.com/asapp/NE5s_J_rgoRPqQQt/image/uuid-38d88ea3-c564-f4c3-4ab8-41c051145768.png?w=840&fit=max&auto=format&n=NE5s_J_rgoRPqQQt&q=85&s=39767023bf21b6ea806f8cbff0924fc4 840w, https://mintcdn.com/asapp/NE5s_J_rgoRPqQQt/image/uuid-38d88ea3-c564-f4c3-4ab8-41c051145768.png?w=1100&fit=max&auto=format&n=NE5s_J_rgoRPqQQt&q=85&s=c2560b4abe78787e00a33af7d4a06bb1 1100w, https://mintcdn.com/asapp/NE5s_J_rgoRPqQQt/image/uuid-38d88ea3-c564-f4c3-4ab8-41c051145768.png?w=1650&fit=max&auto=format&n=NE5s_J_rgoRPqQQt&q=85&s=a75f52624ee89b994026bb8779a9929f 1650w, https://mintcdn.com/asapp/NE5s_J_rgoRPqQQt/image/uuid-38d88ea3-c564-f4c3-4ab8-41c051145768.png?w=2500&fit=max&auto=format&n=NE5s_J_rgoRPqQQt&q=85&s=6e26c66e324055dffc22c42f246e76b8 2500w" /></Frame> | <Frame>  <img src="https://mintcdn.com/asapp/oWc-pd36yCvpD40u/image/uuid-f9d628ed-880a-dae6-d6ee-189d07c90282.png?fit=max&auto=format&n=oWc-pd36yCvpD40u&q=85&s=746ddb356f75dd8515ec902cdcb05b0e" data-og-width="288" width="288" data-og-height="240" height="240" data-path="image/uuid-f9d628ed-880a-dae6-d6ee-189d07c90282.png" data-optimize="true" data-opv="3" srcset="https://mintcdn.com/asapp/oWc-pd36yCvpD40u/image/uuid-f9d628ed-880a-dae6-d6ee-189d07c90282.png?w=280&fit=max&auto=format&n=oWc-pd36yCvpD40u&q=85&s=65483291398f7f2725134d25e4c41943 280w, https://mintcdn.com/asapp/oWc-pd36yCvpD40u/image/uuid-f9d628ed-880a-dae6-d6ee-189d07c90282.png?w=560&fit=max&auto=format&n=oWc-pd36yCvpD40u&q=85&s=a707a1e4f8d410c72b0393a91780ce77 560w, https://mintcdn.com/asapp/oWc-pd36yCvpD40u/image/uuid-f9d628ed-880a-dae6-d6ee-189d07c90282.png?w=840&fit=max&auto=format&n=oWc-pd36yCvpD40u&q=85&s=46c45f442c24e1ec639d86238eef91ac 840w, https://mintcdn.com/asapp/oWc-pd36yCvpD40u/image/uuid-f9d628ed-880a-dae6-d6ee-189d07c90282.png?w=1100&fit=max&auto=format&n=oWc-pd36yCvpD40u&q=85&s=c86d5d83a073f74d760a280de445d804 1100w, https://mintcdn.com/asapp/oWc-pd36yCvpD40u/image/uuid-f9d628ed-880a-dae6-d6ee-189d07c90282.png?w=1650&fit=max&auto=format&n=oWc-pd36yCvpD40u&q=85&s=36061fb72f292588e94caa25726abb75 1650w, https://mintcdn.com/asapp/oWc-pd36yCvpD40u/image/uuid-f9d628ed-880a-dae6-d6ee-189d07c90282.png?w=2500&fit=max&auto=format&n=oWc-pd36yCvpD40u&q=85&s=6721ff6d604ec86b5bdf51f9d624674b 2500w" /></Frame> |

  ## 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.

  <Frame>
    <img width="300px" src="https://mintcdn.com/asapp/COy3KdZUtsAnzs_4/image/uuid-8ecf4069-2b40-c674-2577-307f42810d61.png?fit=max&auto=format&n=COy3KdZUtsAnzs_4&q=85&s=c59bad2144cb5a527b09b58d79ecf4fe" data-og-width="556" data-og-height="818" data-path="image/uuid-8ecf4069-2b40-c674-2577-307f42810d61.png" data-optimize="true" data-opv="3" srcset="https://mintcdn.com/asapp/COy3KdZUtsAnzs_4/image/uuid-8ecf4069-2b40-c674-2577-307f42810d61.png?w=280&fit=max&auto=format&n=COy3KdZUtsAnzs_4&q=85&s=fc37fa7265d87696fa8171db0f86086b 280w, https://mintcdn.com/asapp/COy3KdZUtsAnzs_4/image/uuid-8ecf4069-2b40-c674-2577-307f42810d61.png?w=560&fit=max&auto=format&n=COy3KdZUtsAnzs_4&q=85&s=a27883947fa29e647af1920964cf6d8e 560w, https://mintcdn.com/asapp/COy3KdZUtsAnzs_4/image/uuid-8ecf4069-2b40-c674-2577-307f42810d61.png?w=840&fit=max&auto=format&n=COy3KdZUtsAnzs_4&q=85&s=a1e338164d92c86c756aad305a67bac9 840w, https://mintcdn.com/asapp/COy3KdZUtsAnzs_4/image/uuid-8ecf4069-2b40-c674-2577-307f42810d61.png?w=1100&fit=max&auto=format&n=COy3KdZUtsAnzs_4&q=85&s=c9139bde7f7fdd6cb1d01e2ed6a080d6 1100w, https://mintcdn.com/asapp/COy3KdZUtsAnzs_4/image/uuid-8ecf4069-2b40-c674-2577-307f42810d61.png?w=1650&fit=max&auto=format&n=COy3KdZUtsAnzs_4&q=85&s=1fb33139afdc96ffa1c206ee40ff3fb9 1650w, https://mintcdn.com/asapp/COy3KdZUtsAnzs_4/image/uuid-8ecf4069-2b40-c674-2577-307f42810d61.png?w=2500&fit=max&auto=format&n=COy3KdZUtsAnzs_4&q=85&s=29500946c748771c7f72d81a34cece4c 2500w" />
  </Frame>

  Supported file types

  * JPEG
  * JPG
  * PNG
  * PDF

  The capability is currently supported on:

  * Apple Messaged for Business

  Maximum size is 10MB for images and 20MB for PDFs.
</Update>

<Update label="2024 - Search Queue Names">
  ## 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.

  <Frame>
    <img src="https://mintcdn.com/asapp/oWc-pd36yCvpD40u/images/changelog/search-queues.png?fit=max&auto=format&n=oWc-pd36yCvpD40u&q=85&s=bc72bce03709474d1289f74c467f988b" data-og-width="840" width="840" data-og-height="1536" height="1536" data-path="images/changelog/search-queues.png" data-optimize="true" data-opv="3" srcset="https://mintcdn.com/asapp/oWc-pd36yCvpD40u/images/changelog/search-queues.png?w=280&fit=max&auto=format&n=oWc-pd36yCvpD40u&q=85&s=c0103852469bfded5cebebf4c1e06283 280w, https://mintcdn.com/asapp/oWc-pd36yCvpD40u/images/changelog/search-queues.png?w=560&fit=max&auto=format&n=oWc-pd36yCvpD40u&q=85&s=023554c6207ffc529a228ca0ab014a4c 560w, https://mintcdn.com/asapp/oWc-pd36yCvpD40u/images/changelog/search-queues.png?w=840&fit=max&auto=format&n=oWc-pd36yCvpD40u&q=85&s=d4648a8b10eae7a6f5a047b38e55338e 840w, https://mintcdn.com/asapp/oWc-pd36yCvpD40u/images/changelog/search-queues.png?w=1100&fit=max&auto=format&n=oWc-pd36yCvpD40u&q=85&s=ff027bf3c6f66ee50f3257f50356cc6b 1100w, https://mintcdn.com/asapp/oWc-pd36yCvpD40u/images/changelog/search-queues.png?w=1650&fit=max&auto=format&n=oWc-pd36yCvpD40u&q=85&s=d045adf84e7cb59b887368b233891009 1650w, https://mintcdn.com/asapp/oWc-pd36yCvpD40u/images/changelog/search-queues.png?w=2500&fit=max&auto=format&n=oWc-pd36yCvpD40u&q=85&s=979efa3176316e0c5bf3a9325f8bcf33 2500w" />
  </Frame>

  *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.

  <Note>
    The search query will filter only the exact matches of the queue's name.
  </Note>
</Update>

<Update label="2024 - Auto-Pilot Endings">
  ## 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.

  <Frame>
    <img src="https://mintcdn.com/asapp/aK0YOQVZSULmKYJl/image/uuid-6ca91a97-4e73-678e-e7e3-72de9f8ce701.png?fit=max&auto=format&n=aK0YOQVZSULmKYJl&q=85&s=123d15d832c41c0e99153b8186a4290c" data-og-width="1920" width="1920" data-og-height="1152" height="1152" data-path="image/uuid-6ca91a97-4e73-678e-e7e3-72de9f8ce701.png" data-optimize="true" data-opv="3" srcset="https://mintcdn.com/asapp/aK0YOQVZSULmKYJl/image/uuid-6ca91a97-4e73-678e-e7e3-72de9f8ce701.png?w=280&fit=max&auto=format&n=aK0YOQVZSULmKYJl&q=85&s=2cbf4545f336fb596e083ad28c22e5a9 280w, https://mintcdn.com/asapp/aK0YOQVZSULmKYJl/image/uuid-6ca91a97-4e73-678e-e7e3-72de9f8ce701.png?w=560&fit=max&auto=format&n=aK0YOQVZSULmKYJl&q=85&s=3a59b419cf994319f8d11a330d9130fb 560w, https://mintcdn.com/asapp/aK0YOQVZSULmKYJl/image/uuid-6ca91a97-4e73-678e-e7e3-72de9f8ce701.png?w=840&fit=max&auto=format&n=aK0YOQVZSULmKYJl&q=85&s=cea31f26c3b7648df20341e940f45fba 840w, https://mintcdn.com/asapp/aK0YOQVZSULmKYJl/image/uuid-6ca91a97-4e73-678e-e7e3-72de9f8ce701.png?w=1100&fit=max&auto=format&n=aK0YOQVZSULmKYJl&q=85&s=4b984a1e51d4b16620e5305175ad3794 1100w, https://mintcdn.com/asapp/aK0YOQVZSULmKYJl/image/uuid-6ca91a97-4e73-678e-e7e3-72de9f8ce701.png?w=1650&fit=max&auto=format&n=aK0YOQVZSULmKYJl&q=85&s=61419816c9fbcfb85fb58c4ffd601522 1650w, https://mintcdn.com/asapp/aK0YOQVZSULmKYJl/image/uuid-6ca91a97-4e73-678e-e7e3-72de9f8ce701.png?w=2500&fit=max&auto=format&n=aK0YOQVZSULmKYJl&q=85&s=0d1e483220e92daaeba512d208c59296 2500w" />
  </Frame>

  *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.

  <Accordion title="How It Works">
    ## How It Works

    Watch the video walkthrough below to learn more about Auto-Pilot Endings:

    <iframe width="500" height="315" src="https://fast.wistia.net/embed/iframe/7b811v89x6" />

    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 {FirstName}! 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:

    1. **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.

    2. **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.

    3. **Initial Message Sent:** Once the countdown is complete, the initial message is sent and another timer begins waiting for the customer to respond.

    4. **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. <img src="https://mintcdn.com/asapp/AXwA7-nbwQCJ8xte/image/uuid-d77354d8-3b33-6b6c-b14f-c57fc4226f80.png?fit=max&auto=format&n=AXwA7-nbwQCJ8xte&q=85&s=eae2b9de8489be106a056ba579b6b950" alt="Auto-pilot ending showing the closing message and a count down timer." data-og-width="1032" width="1032" data-og-height="470" height="470" data-path="image/uuid-d77354d8-3b33-6b6c-b14f-c57fc4226f80.png" data-optimize="true" data-opv="3" srcset="https://mintcdn.com/asapp/AXwA7-nbwQCJ8xte/image/uuid-d77354d8-3b33-6b6c-b14f-c57fc4226f80.png?w=280&fit=max&auto=format&n=AXwA7-nbwQCJ8xte&q=85&s=436ca7b40de1d827cc5246f08d0f7a1f 280w, https://mintcdn.com/asapp/AXwA7-nbwQCJ8xte/image/uuid-d77354d8-3b33-6b6c-b14f-c57fc4226f80.png?w=560&fit=max&auto=format&n=AXwA7-nbwQCJ8xte&q=85&s=483fe7da0d9a1a9ffa1ad709e5f41e21 560w, https://mintcdn.com/asapp/AXwA7-nbwQCJ8xte/image/uuid-d77354d8-3b33-6b6c-b14f-c57fc4226f80.png?w=840&fit=max&auto=format&n=AXwA7-nbwQCJ8xte&q=85&s=c02b850fe06e147ae472bb5b73d52561 840w, https://mintcdn.com/asapp/AXwA7-nbwQCJ8xte/image/uuid-d77354d8-3b33-6b6c-b14f-c57fc4226f80.png?w=1100&fit=max&auto=format&n=AXwA7-nbwQCJ8xte&q=85&s=85610a83240ba7a5224834c9bbce90e4 1100w, https://mintcdn.com/asapp/AXwA7-nbwQCJ8xte/image/uuid-d77354d8-3b33-6b6c-b14f-c57fc4226f80.png?w=1650&fit=max&auto=format&n=AXwA7-nbwQCJ8xte&q=85&s=1259927870f8b8d7a18886e56fa13166 1650w, https://mintcdn.com/asapp/AXwA7-nbwQCJ8xte/image/uuid-d77354d8-3b33-6b6c-b14f-c57fc4226f80.png?w=2500&fit=max&auto=format&n=AXwA7-nbwQCJ8xte&q=85&s=6bf64fbcdb3bf48a7038669795fdded5 2500w" />                                       |
       | 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. <img src="https://mintcdn.com/asapp/aK0YOQVZSULmKYJl/image/uuid-6f3b53eb-31e6-bb50-89d8-d079b385c39c.png?fit=max&auto=format&n=aK0YOQVZSULmKYJl&q=85&s=c1c7e977a5de324d62e753a5ffb08b8b" alt="Autopilot ending canceled message showing along with a new message icon showing on the conversation." data-og-width="512" width="512" data-og-height="344" height="344" data-path="image/uuid-6f3b53eb-31e6-bb50-89d8-d079b385c39c.png" data-optimize="true" data-opv="3" srcset="https://mintcdn.com/asapp/aK0YOQVZSULmKYJl/image/uuid-6f3b53eb-31e6-bb50-89d8-d079b385c39c.png?w=280&fit=max&auto=format&n=aK0YOQVZSULmKYJl&q=85&s=79fea217aed21e935ffd61365368629b 280w, https://mintcdn.com/asapp/aK0YOQVZSULmKYJl/image/uuid-6f3b53eb-31e6-bb50-89d8-d079b385c39c.png?w=560&fit=max&auto=format&n=aK0YOQVZSULmKYJl&q=85&s=64d900d6abd3909718d901cec64a2b9d 560w, https://mintcdn.com/asapp/aK0YOQVZSULmKYJl/image/uuid-6f3b53eb-31e6-bb50-89d8-d079b385c39c.png?w=840&fit=max&auto=format&n=aK0YOQVZSULmKYJl&q=85&s=c32fd4c6052f9fc42a0c9d92231fb9ed 840w, https://mintcdn.com/asapp/aK0YOQVZSULmKYJl/image/uuid-6f3b53eb-31e6-bb50-89d8-d079b385c39c.png?w=1100&fit=max&auto=format&n=aK0YOQVZSULmKYJl&q=85&s=ae81fa2cdbc3dac74e0d956e9468077d 1100w, https://mintcdn.com/asapp/aK0YOQVZSULmKYJl/image/uuid-6f3b53eb-31e6-bb50-89d8-d079b385c39c.png?w=1650&fit=max&auto=format&n=aK0YOQVZSULmKYJl&q=85&s=6088b288dc51d8cde5996fd7b2588394 1650w, https://mintcdn.com/asapp/aK0YOQVZSULmKYJl/image/uuid-6f3b53eb-31e6-bb50-89d8-d079b385c39c.png?w=2500&fit=max&auto=format&n=aK0YOQVZSULmKYJl&q=85&s=6bc302a4fdc802bc06ed98044eca6720 2500w" /> |
       | 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.

    <Frame>
      <img src="https://mintcdn.com/asapp/9jlDT2iVQhMOPce8/image/uuid-0c233155-b298-53b0-a8b1-f9f6699c9cfc.png?fit=max&auto=format&n=9jlDT2iVQhMOPce8&q=85&s=45c3bad74eb012934f14e1291a1306d2" data-og-width="793" width="793" data-og-height="847" height="847" data-path="image/uuid-0c233155-b298-53b0-a8b1-f9f6699c9cfc.png" data-optimize="true" data-opv="3" srcset="https://mintcdn.com/asapp/9jlDT2iVQhMOPce8/image/uuid-0c233155-b298-53b0-a8b1-f9f6699c9cfc.png?w=280&fit=max&auto=format&n=9jlDT2iVQhMOPce8&q=85&s=1fd46c3a869699f778664352167917ad 280w, https://mintcdn.com/asapp/9jlDT2iVQhMOPce8/image/uuid-0c233155-b298-53b0-a8b1-f9f6699c9cfc.png?w=560&fit=max&auto=format&n=9jlDT2iVQhMOPce8&q=85&s=e91a486d934a9d590182c89defd87c65 560w, https://mintcdn.com/asapp/9jlDT2iVQhMOPce8/image/uuid-0c233155-b298-53b0-a8b1-f9f6699c9cfc.png?w=840&fit=max&auto=format&n=9jlDT2iVQhMOPce8&q=85&s=d076c1b87b959fa32cd1261126c7552c 840w, https://mintcdn.com/asapp/9jlDT2iVQhMOPce8/image/uuid-0c233155-b298-53b0-a8b1-f9f6699c9cfc.png?w=1100&fit=max&auto=format&n=9jlDT2iVQhMOPce8&q=85&s=7c37290c92ac1d113de0e7539ceb8d8d 1100w, https://mintcdn.com/asapp/9jlDT2iVQhMOPce8/image/uuid-0c233155-b298-53b0-a8b1-f9f6699c9cfc.png?w=1650&fit=max&auto=format&n=9jlDT2iVQhMOPce8&q=85&s=89961d0ac06c001ae846e60e7c836625 1650w, https://mintcdn.com/asapp/9jlDT2iVQhMOPce8/image/uuid-0c233155-b298-53b0-a8b1-f9f6699c9cfc.png?w=2500&fit=max&auto=format&n=9jlDT2iVQhMOPce8&q=85&s=1040d6def2d4c9c1e567955d8ff2e977 2500w" />
    </Frame>

    ### 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)

    <Note>
      Agents will only be able to personalize the Closing Messages in Agent Desk
    </Note>

    **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

    1. **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.

    2. **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.
  </Accordion>
</Update>

<Update label="2024 - Customer History Context">
  ## Customer History Context

  This feature enables Agent Desk users to get context and historical conversation highlights when providing support to an authenticated customer.

  <Frame>
    <img src="https://mintcdn.com/asapp/COy3KdZUtsAnzs_4/image/uuid-90784a9f-4b21-1e72-aa49-d5c6e6146ce5.png?fit=max&auto=format&n=COy3KdZUtsAnzs_4&q=85&s=3041e3bdd620f4d294f8ca0e5841ac32" data-og-width="708" width="708" data-og-height="1172" height="1172" data-path="image/uuid-90784a9f-4b21-1e72-aa49-d5c6e6146ce5.png" data-optimize="true" data-opv="3" srcset="https://mintcdn.com/asapp/COy3KdZUtsAnzs_4/image/uuid-90784a9f-4b21-1e72-aa49-d5c6e6146ce5.png?w=280&fit=max&auto=format&n=COy3KdZUtsAnzs_4&q=85&s=c2e6025f0102c9e4717045dd0cec0dbf 280w, https://mintcdn.com/asapp/COy3KdZUtsAnzs_4/image/uuid-90784a9f-4b21-1e72-aa49-d5c6e6146ce5.png?w=560&fit=max&auto=format&n=COy3KdZUtsAnzs_4&q=85&s=a3a2972127724fa00c287f1678b12421 560w, https://mintcdn.com/asapp/COy3KdZUtsAnzs_4/image/uuid-90784a9f-4b21-1e72-aa49-d5c6e6146ce5.png?w=840&fit=max&auto=format&n=COy3KdZUtsAnzs_4&q=85&s=356040ae3b812086dec43f755280131c 840w, https://mintcdn.com/asapp/COy3KdZUtsAnzs_4/image/uuid-90784a9f-4b21-1e72-aa49-d5c6e6146ce5.png?w=1100&fit=max&auto=format&n=COy3KdZUtsAnzs_4&q=85&s=a3804a34a5718f0396f137d70a1ec9ab 1100w, https://mintcdn.com/asapp/COy3KdZUtsAnzs_4/image/uuid-90784a9f-4b21-1e72-aa49-d5c6e6146ce5.png?w=1650&fit=max&auto=format&n=COy3KdZUtsAnzs_4&q=85&s=e5e0beb94fa4cd829c3e16945d677756 1650w, https://mintcdn.com/asapp/COy3KdZUtsAnzs_4/image/uuid-90784a9f-4b21-1e72-aa49-d5c6e6146ce5.png?w=2500&fit=max&auto=format&n=COy3KdZUtsAnzs_4&q=85&s=8f77e31e2ff0dd9f558fc4c93ba80b15 2500w" />

     

    <img src="https://mintcdn.com/asapp/COy3KdZUtsAnzs_4/image/uuid-87603cc4-5e36-44dd-206f-5e13c33c4bbc.png?fit=max&auto=format&n=COy3KdZUtsAnzs_4&q=85&s=c6788b4a909e5e9c0164b7550a615f9b" data-og-width="940" width="940" data-og-height="1556" height="1556" data-path="image/uuid-87603cc4-5e36-44dd-206f-5e13c33c4bbc.png" data-optimize="true" data-opv="3" srcset="https://mintcdn.com/asapp/COy3KdZUtsAnzs_4/image/uuid-87603cc4-5e36-44dd-206f-5e13c33c4bbc.png?w=280&fit=max&auto=format&n=COy3KdZUtsAnzs_4&q=85&s=95330a1f683874389dfdb7fcdeffb760 280w, https://mintcdn.com/asapp/COy3KdZUtsAnzs_4/image/uuid-87603cc4-5e36-44dd-206f-5e13c33c4bbc.png?w=560&fit=max&auto=format&n=COy3KdZUtsAnzs_4&q=85&s=8ba64d293869a4d2fe1c8edf65fb565a 560w, https://mintcdn.com/asapp/COy3KdZUtsAnzs_4/image/uuid-87603cc4-5e36-44dd-206f-5e13c33c4bbc.png?w=840&fit=max&auto=format&n=COy3KdZUtsAnzs_4&q=85&s=fef15a74f5644049f53f54154529c92c 840w, https://mintcdn.com/asapp/COy3KdZUtsAnzs_4/image/uuid-87603cc4-5e36-44dd-206f-5e13c33c4bbc.png?w=1100&fit=max&auto=format&n=COy3KdZUtsAnzs_4&q=85&s=a772a6554f3f5ab369540dbd0dc51d38 1100w, https://mintcdn.com/asapp/COy3KdZUtsAnzs_4/image/uuid-87603cc4-5e36-44dd-206f-5e13c33c4bbc.png?w=1650&fit=max&auto=format&n=COy3KdZUtsAnzs_4&q=85&s=f1899189c0ef6bd10db5c3994a5cc43c 1650w, https://mintcdn.com/asapp/COy3KdZUtsAnzs_4/image/uuid-87603cc4-5e36-44dd-206f-5e13c33c4bbc.png?w=2500&fit=max&auto=format&n=COy3KdZUtsAnzs_4&q=85&s=fda24389e7e5b8bd06a8cfee50a65d33 2500w" />
  </Frame>

  **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.

  <Accordion title="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.
  </Accordion>
</Update>

<Update label="2024 - Data Insert in Agent Responses">
  ## Data Insert in Agent Responses

  <Card title="Data Insert in Agent Responses Feature Release" href="https://docs-sdk.asapp.com/product_features/ASAPP%20-%20Data%20Insert%20in%20Agent%20Responses.pdf" />
</Update>

<Update label="2024 - Default Status for Agents in Voice and Agent Desk">
  ## Default Status for Agents in Voice and Agent Desk

  Administrators can configure a default status for agents for every time they log in.

  <Frame>
    <img src="https://mintcdn.com/asapp/9jlDT2iVQhMOPce8/image/uuid-0ba5c13b-559b-7208-74fb-bee60de78107.png?fit=max&auto=format&n=9jlDT2iVQhMOPce8&q=85&s=ebc16faecbcf6120867fdd23a92ee950" data-og-width="558" width="558" data-og-height="896" height="896" data-path="image/uuid-0ba5c13b-559b-7208-74fb-bee60de78107.png" data-optimize="true" data-opv="3" srcset="https://mintcdn.com/asapp/9jlDT2iVQhMOPce8/image/uuid-0ba5c13b-559b-7208-74fb-bee60de78107.png?w=280&fit=max&auto=format&n=9jlDT2iVQhMOPce8&q=85&s=da9cbb278371fc1eebe18c0f4e2a71ef 280w, https://mintcdn.com/asapp/9jlDT2iVQhMOPce8/image/uuid-0ba5c13b-559b-7208-74fb-bee60de78107.png?w=560&fit=max&auto=format&n=9jlDT2iVQhMOPce8&q=85&s=61aa4de0cbbae5fb784f3f85eac61f1f 560w, https://mintcdn.com/asapp/9jlDT2iVQhMOPce8/image/uuid-0ba5c13b-559b-7208-74fb-bee60de78107.png?w=840&fit=max&auto=format&n=9jlDT2iVQhMOPce8&q=85&s=ef4fcd53d72e700f7340688dd47c1c67 840w, https://mintcdn.com/asapp/9jlDT2iVQhMOPce8/image/uuid-0ba5c13b-559b-7208-74fb-bee60de78107.png?w=1100&fit=max&auto=format&n=9jlDT2iVQhMOPce8&q=85&s=cbee7a0eed9af70f0d5f5877a1b47d60 1100w, https://mintcdn.com/asapp/9jlDT2iVQhMOPce8/image/uuid-0ba5c13b-559b-7208-74fb-bee60de78107.png?w=1650&fit=max&auto=format&n=9jlDT2iVQhMOPce8&q=85&s=42cec9e8f25705d62b0caa75d6c214a2 1650w, https://mintcdn.com/asapp/9jlDT2iVQhMOPce8/image/uuid-0ba5c13b-559b-7208-74fb-bee60de78107.png?w=2500&fit=max&auto=format&n=9jlDT2iVQhMOPce8&q=85&s=9bfa81247f3a6672010383e7002d5a55 2500w" />
  </Frame>

  *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.

  <Accordion title="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

    1. **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.

    2. **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.
  </Accordion>
</Update>

<Update label="2024 - Transfer to Paused Queues in Agent Desk">
  ## Transfer to Paused Queues in Agent Desk

  Agents now have the ability to transfer customers to a paused queue.

  <Frame>
    <img src="https://mintcdn.com/asapp/oWc-pd36yCvpD40u/image/uuid-fe379296-a2d6-4add-d8c6-c0b38850c45b.png?fit=max&auto=format&n=oWc-pd36yCvpD40u&q=85&s=516187d2cf3b4e26e8fa342850caac37" data-og-width="629" width="629" data-og-height="603" height="603" data-path="image/uuid-fe379296-a2d6-4add-d8c6-c0b38850c45b.png" data-optimize="true" data-opv="3" srcset="https://mintcdn.com/asapp/oWc-pd36yCvpD40u/image/uuid-fe379296-a2d6-4add-d8c6-c0b38850c45b.png?w=280&fit=max&auto=format&n=oWc-pd36yCvpD40u&q=85&s=672a2861bab219b03e7ab2c824f05499 280w, https://mintcdn.com/asapp/oWc-pd36yCvpD40u/image/uuid-fe379296-a2d6-4add-d8c6-c0b38850c45b.png?w=560&fit=max&auto=format&n=oWc-pd36yCvpD40u&q=85&s=0cbf6928cac6b72f269e98c59f5e1435 560w, https://mintcdn.com/asapp/oWc-pd36yCvpD40u/image/uuid-fe379296-a2d6-4add-d8c6-c0b38850c45b.png?w=840&fit=max&auto=format&n=oWc-pd36yCvpD40u&q=85&s=c90e654ea03f8863ff9f542827c967f7 840w, https://mintcdn.com/asapp/oWc-pd36yCvpD40u/image/uuid-fe379296-a2d6-4add-d8c6-c0b38850c45b.png?w=1100&fit=max&auto=format&n=oWc-pd36yCvpD40u&q=85&s=f38cbc7f99528a3cbaa4b85ae0b9b382 1100w, https://mintcdn.com/asapp/oWc-pd36yCvpD40u/image/uuid-fe379296-a2d6-4add-d8c6-c0b38850c45b.png?w=1650&fit=max&auto=format&n=oWc-pd36yCvpD40u&q=85&s=796cc61d00b0e9d930694010c5cedbce 1650w, https://mintcdn.com/asapp/oWc-pd36yCvpD40u/image/uuid-fe379296-a2d6-4add-d8c6-c0b38850c45b.png?w=2500&fit=max&auto=format&n=oWc-pd36yCvpD40u&q=85&s=2ef0aa7ea3556e047bdef550db7e1b52 2500w" />
  </Frame>

  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.

  <Accordion title="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.

    <Note>
      When transferring a customer to a paused queue, the customer gets placed at the end of that queue.
    </Note>

    **Configuration**

    To enable your agents to transfer customers to a paused queue, contact your ASAPP account team.
  </Accordion>
</Update>

<Update label="2024 - Disable Transfer to Same Queue in Agent Desk">
  ## Disable Transfer to Same Queue in Agent Desk

  Agent Desk can prevent agents from transferring a customer to another agent in the same queue.

  <Frame>
    <img src="https://mintcdn.com/asapp/AXwA7-nbwQCJ8xte/image/uuid-f4579f6c-c5b2-6ee1-097a-b7c940406fd1.png?fit=max&auto=format&n=AXwA7-nbwQCJ8xte&q=85&s=c7f5f3ae6f1f69a926a554b80ab4bb77" data-og-width="1591" width="1591" data-og-height="790" height="790" data-path="image/uuid-f4579f6c-c5b2-6ee1-097a-b7c940406fd1.png" data-optimize="true" data-opv="3" srcset="https://mintcdn.com/asapp/AXwA7-nbwQCJ8xte/image/uuid-f4579f6c-c5b2-6ee1-097a-b7c940406fd1.png?w=280&fit=max&auto=format&n=AXwA7-nbwQCJ8xte&q=85&s=3d864f0c7df7c827e8a55ddd62b31818 280w, https://mintcdn.com/asapp/AXwA7-nbwQCJ8xte/image/uuid-f4579f6c-c5b2-6ee1-097a-b7c940406fd1.png?w=560&fit=max&auto=format&n=AXwA7-nbwQCJ8xte&q=85&s=3420a56fde5f85e398b0dff95cb2a4a4 560w, https://mintcdn.com/asapp/AXwA7-nbwQCJ8xte/image/uuid-f4579f6c-c5b2-6ee1-097a-b7c940406fd1.png?w=840&fit=max&auto=format&n=AXwA7-nbwQCJ8xte&q=85&s=2a67f92b8ba077b8342e14cc6c1f3923 840w, https://mintcdn.com/asapp/AXwA7-nbwQCJ8xte/image/uuid-f4579f6c-c5b2-6ee1-097a-b7c940406fd1.png?w=1100&fit=max&auto=format&n=AXwA7-nbwQCJ8xte&q=85&s=ee84291c8c237dad26aab133b0eab4d7 1100w, https://mintcdn.com/asapp/AXwA7-nbwQCJ8xte/image/uuid-f4579f6c-c5b2-6ee1-097a-b7c940406fd1.png?w=1650&fit=max&auto=format&n=AXwA7-nbwQCJ8xte&q=85&s=2e2c79ffc427e711b86014f7446bf579 1650w, https://mintcdn.com/asapp/AXwA7-nbwQCJ8xte/image/uuid-f4579f6c-c5b2-6ee1-097a-b7c940406fd1.png?w=2500&fit=max&auto=format&n=AXwA7-nbwQCJ8xte&q=85&s=b4bfe834f37d7b4874ee35de9839640a 2500w" />
  </Frame>

  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.

  <Accordion title="How It Works">
    ## How It Works

    Enabling this feature removes the queue where the issue is assigned from the transfer menu.

    <Note>
      The transfer menu will still show other queues that the agent is assigned to.
    </Note>

    **Configuration**

    To enable this feature, contact your ASAPP account team.
  </Accordion>
</Update>