Digital Agent Desk Navigation

App Overview

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Conversation
Agent Solutions

A. Agent Stats

Feature	Feature Overview	Configurability
Agent Stats	Basic statistics related to chats handled since the agent last logged into Agent Desk (Current Session) or to all chats handled in Agent Desk (All Time).	Core

Feature	Feature Overview	Configurability
Concurrency Slots	The agent can see their concurrent chats and available ‘Open Slots’ directly in Agent Desk.	Configurable
Waiting Timers	A timer displays when either the customer is waiting or the agent is waiting. The customer waiting time appears in larger text with a badge around it	Core
Last Message Preview	Preview of the last message a customer sent in chat.	Core
Color Coded Chat Cards	Unique color assigned to each chat card to help distinguish chats.	Core
Copy Tool	Hover-over tool to easily copy entities across Agent Desk.	Core

C. Help & Resources

Feature	Feature Overview	Configurability
Agent Feedback	Text form for agent to send feedback to ASAPP team (available by default; can be disabled if an agent has an active chat, if an agent is in an available status, or in both instances).	Configurable
Keyboard Shortcuts	List of Keyboard Shortcuts. Ctrl +S	Core
Patent Notice	List of Patents.	Core

D. Preferences

Feature	Feature Overview	Configurability
Font Size	Select the Font Size: Small, Medium, Large	Core
Color Temperature	Adjust the display to reduce eye strain.	Core

E. Status Switcher & Log Out

Feature	Feature Overview	Configurability
Agent Status	Configurable list of Agent statuses: Active, After Chat Wrap-Up, Coaching, Lunch/Break, Team Meeting, Training.	Configurable
Go to Admin	Opens the Admin Dashboard in another tab.	Core
Log Out	Logs out of Digital Agent Desk	Core

A. Status

Feature	Feature Overview	Configurability
Active/Away Status	Configurable list of ‘Away’ statuses (instead of binary option ‘Active’ / ‘Away’).	Configurable
Auto Log Out Inactivity and After X Hours	If an agent does not move their mouse for over X hours, auto-log them out of Agent Desk. If an agent is logged in for more than X hours, even if they are active, log them out (unless they are in an active chat with a customer).	Configurable

Feature	Feature Overview	Configurability
Waiting Timers	A timer displays when either the customer is waiting or the agent is waiting. The customer waiting time appears in larger text with a badge around it.	Core
Last Message Preview	Preview of the last message a customer sent in chat.	Core
Color Coded Chat Cards	Unique color assigned to each chat card to help distinguish chats.	Core
Copy Tool	Hover-over tool to easily copy entities across Agent Desk.	Core

3. Conversation

A. Conversation Header

Feature	Feature Overview	Configurability
Chat Duration	Indication of how long the customer has been chatting and waiting, at the top of the conversation panel.	Core
Contextual Actions (From Left to Right)
Quick Notes	Enables an agent to type and save notes during a conversation that will save in Conversation History	Configurable
Secure Messaging	Enables an agent to send an invite to customers to share sensitive information (e.g. credit card number) securely.	Configurable
Send to Flow	Expose Send Flow buttons in the center panel drop-down menu that allow an agent to send the customer back to SRS and into a particular automated flow.	Configurable
Autopilot Forms / Quick Send	Configurable forms and flows to send to customer and remain connected. You can configure deep links and single step flows.	Configurable
Co-Browsing	Enables an agent to send an invitation to a customer to share their screen. The agent has limited capabilities (can scroll, draw, and focus, but can’t click or type).	Configurable
End Controls
Autopilot Timeout (APTO)	Allows an agent to initiate an autopilot flow that checks in and eventually times out an unresponsive customer; timeout suggestions can appear after an initial conversation turn with a live agent	Configurable
Timeout	Enables the agent to timeout a customer.	Core
Transfer	Enables the agent to transfer a customer to another queue or individual agent. Queues are only available for transfer if business hours are open, the queue is not paused, and at least one agent in the queue is online. If needed, specific queues can be excluded from the transfer menu.	Configurable
End Chat	Enables the agent to close an issue.	Core
Auto Transfer on Agent Disconnect	If agents disconnect from Agent Desk for over 60 seconds, ASAPP will auto transfer any currently assigned issues to another agent.	Core
Auto Requeue if Agent is unresponsive	When a chat is first connected to an agent, give them X seconds to send their first message. If they exceed this timer, auto-reassign the issue to the next available agent.	Configurable

B. Conversation

Feature	Feature Overview	Configurability
Chat Log	Enables scrolling through the customer’s previous conversation history.	Core
Message Previews	Enables viewing a preview of what the customer is typing before the customer sends the message.	Core

C. Composer

Feature	Feature Overview	Configurability
Autosuggest	Suggested responses before the agent begins typing based on conversational context.	Core
Autocomplete	Suggested responses after the agent begins typing based on conversational context.	Core
Fluency boosting	If an agent makes a known spelling error while typing and hits the space bar, ASAPP will auto-correct the spelling mistake. The correction is indicated by a blue underline, and the agent may click on the word to undo the correction.	Core
Profanity handling	Generic list of phrases ASAPP disables agents from sending to customers.	Core

4. Agent Solutions

Customer Information

Feature	Feature Overview	Configurability
Customer Profile (A)	Displays customer, company, and specific account information for authenticated customers.	Configurable
Customer History (B)	A separate tab that gives a quick snapshot of each current and historical interaction with the customer, including time, duration, notes, intent, etc.	Core
Copy Tool (C)	Hover-over tool to easily copy entities across Agent Desk.	Core

Knowledge Base

Feature	Feature Overview	Configurability
Knowledge Base (A)	Agents can traverse a folder hierarchy of customer company specific content to search, add a favorite, and send content to customers. Select Favorites or All Files.	Requires you to upload and maintain Knowledge Base content via Admin or an integration.
List of Favorites or All Files (B)	Displays your Favorites or All Files.	Configurable
Knowledge Base Suggestions (C)	Suggests Knowledge Base articles to agents.	Core
Contextual Actions (D)	Agents can attach an article (send to a customer) or make it a favorite.	Configurable

Responses

Feature	Feature Overview	Configurability
Custom Responses (A)	Agents can create, edit, search, and view custom responses in Agent Desk. Agent Desk uses these custom responses in Auto Suggest. Click + to create new custom responses. To edit, hover over a response and select Edit. Click the Search icon to search custom responses. If an agent sends something that isn’t in their custom library or the global whitelist, ASAPP recommends it back to them from a growing list of their favorites.	Core
Global Responses (A)	Agents can search, view, and click-to-insert responses from the global whitelist. Click the Search icon to search the global responses.	Core
Navigate Folders (B)	In both the custom and global response libraries, agents can navigate into and out of folders.	Core
Uncategorized Custom Responses (C)	Single custom responses that you add but do not categorize into a specific folder display here.	Core
Click-to-Insert (D)	In both the custom and global response libraries, agents can hover over a response and click Insert to insert the full text of the selected response into the typing field.	Core
Chat Takeover	Managers can takeover an agent’s chat.	Core
Receive attachments	End customers can send pdf attachments to agents in order to provide more information about their case.	Core

Chat Takeover

Administrators (managers or supervisors) can take over chats from agents or unassigned chats in the queue. This feature is useful for:

Closing resolved chats that need disposition
Handling complex or convoluted conversations
Managing queue traffic during high-volume periods

To take over a chat:

Navigate to the conversation in Live Insights
Open the transcript area
Click the Takeover button in the upper left-hand corner
Confirm the takeover action

Once transferred, administrators can continue the chat through Agent Desk. Access to this functionality requires appropriate permissions set up by ASAPP.

Wrap-Up

Feature	Feature Overview	Configurability
Chat Notes (A)	Agents can leave notes during a chat and at the end of a chat.	Core
End Chat Disposition (C)	Ask the customer if the initial intent was correct.	Core
End Chat Resolution (D)	Agents can indicate if an issue is resolved or not while closing.	Core

Receiving Attachments

Agents can ask for and receive PDF and image attachments from end customers. This feature is particularly useful for scenarios like fraud cases where agents need proof of transactions. When a customer sends an attachment, the agent will receive a notification in the chat.

Images can be viewed in a modal while PDFs can be downloaded for the agent to view within their own desktop environment.

Supported File Types

JPEG
JPG
PNG
PDF

File Size Limits

Images: Maximum 10MBPDFs: Maximum 20MB

Current Support

Apple Messages for Business

Undelivered Messages

If the live agent fails to send a message to the customer, the agent will see an undelivered message indicator near the transcript. Message delivery issues impact customer experience, agent efficiency, and operational clarity. With this feature:

Agents gain clarity into whether a customer actually received the message they sent, reducing unnecessary repetition.
Admins and supervisors gain visibility into reliability issues that previously went undetected, enabling quicker diagnosis and resolution.
Quality Assurance and Compliance teams benefit from transcripts that accurately reflect what the customer saw.
CSMs and Delivery teams gain insights to help customers troubleshoot delivery issues and validate expected outcomes.

This feature strengthens trust in the CXP transcript as an accurate record and improves the overall reliability of customer-facing communication flows. When a message fails to deliver, the following occurs:

When a message fails to deliver to a customer, the transcript displays a “Failed to send” indicator directly below the undelivered message.
The indicator shows that message delivery failed and displays an additional banner stating “Messaging service is unavailable”.
Agents immediately see this status when viewing the transcript during customer interactions.
Admins and supervisors see the same delivery failure status in conversation history and can use this information for quality assurance and review.
The feature automatically applies to all customers without requiring any action from end users.