Deploying AutoSummary for Salesforce

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Using This Guide

Deployment Guides describe the technical components of ASAPP services and provide information about how to interact with and implement these components in your organization.

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Overview

ASAPP AutoSummary generates a summary of each voice or messaging (chat) interaction between a customer and an agent. AutoSummary also generates Structured Data and intent outputs.

With automated interaction summaries, organizations reduce agent time and effort both during and after calls, and gain high-coverage summary data for future reference by agents, supervisors and quality teams.

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Technology

ASAPP AutoSummary has the following technical components:

• An AutoSummary model that ASAPP uses to generate summary text
• An ASAPP component that interfaces between ASAPP’s AutoSummary and

Conversation APIs to generate summaries for each conversation.

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Setup

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Requirements

Browser Support ASAPP AutoSummary is supported in Google Chrome and Microsoft Edge

Please consult your ASAPP account contact if your installation requires support for other browsers

Salesforce ASAPP supports Lightning-based chat (cf. classic)

SSO Support AutoSummary supports SP-initiated SSO with either OIDC (preferred method) or SAML. Domain Whitelisting

In order for AutoSummary to interact with ASAPP’s backend and third-party support services, the following domains need to be accessible from end-user environments:

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Procedure

There are two parts to the AutoSummary setup process. Use the links below to skip to information about a specific part of the process:

1. Configure the Salesforce organization centrally using an administrator account
2. Setup agent/user authentication through the existing single sign-on (SSO) service

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1. Configure the Salesforce Organization Centrally

Before You Begin You will need the following information to configure ASAPP for Salesforce:

• Administrator credentials to login to your Salesforce organization account.
  • NOTE: Organization and Administrator should be enabled for ‘chat’.
• A URL for the ASAPP installation package, which will be provided by ASAPP.

• API Id and API URL values, which can be found in your ASAPP Developer Portal account (developer.asapp.com) in the Apps section. Configuration Steps

1. Install the ASAPP Package

• Open the package installation URL from ASAPP.
• Login with your Salesforce organization administrator credentials. The package installation page appears:
• Choose Install for All Users (as shown above).
• Check the acknowledgment statement and click the Install button:
• The Installation runs. An Installation Complete! message appears:
• Click the Done button. 2. Add ASAPP to the Chat Transcript Page
• Open the ‘Service Console’ page (or your chat page).
• Choose an existing chat session or start a new chat session so that the chat transcript page appears (the exact mechanism is organization-specific).
• In the top-right, click the gear icon, then right-click Edit Page, and Open Link in a New Tab.
• Navigate to the new tab to see the chat transcript edit page:
• Select the conversation panel (middle) and delete it.
• Drag the chatAsapp component (left), inside the conversation panel:
• Drag the exploreAsapp component (left), to the right column. Next, add your organization’s API key and API URL (found in the ASAPP Developer Portal) in the rightmost panel:

• Click Save, then click Activate
• Click Assign as org default.
• Choose Desktop form factor, then click Save.
• Return to the chat transcript page and refresh - the ASAPP composer should appear.

3. Add a new Salesforce field to populate AutoSummary results AutoSummary writes only to the Chat Transcript object. You need to create a new field on the Chat Transcript object that will be used by the ASAPP component.

• Go to Setup > Object Manager > Chat Transcript > Fields & Relationships page (in this specific example, we choose to add the field for summarization on the Chat Transcript page).
• Click on the New button.
• Choose the field type (Step 1): we suggest setting this field as Text Area (Long). Once this radio button is selected, click on the Next button.
• Enter the field details (Step 2): Add a Field Label and a Field Name. Click Next.

• Establish field-level security (Step 3): no need to modify anything. Click on Next.
• Add to page layouts (Step 4): ensure to add the new field to page layouts for this implementation and then click Save.
• Once created, you will be able to see the field on the following page:

4. Configure AutoSummary Widget

• On the Service Console page, click on Configuration (gear icon) and then click Edit Page.
• Click the ASAPP panel. Then the configuration panel will appear on the right of the page. Enter the following information into the fields:
  • API key: this is the API Id found in the ASAPP Developer Portal.
  • API URL: this is found in the ASAPP Developer Portal; use https://api.sandbox.asapp.com in lower environments and https://api.asapp.comin production.
  • Select the checkbox for ASAPP AutoSummary.
  • ASAPP AutoSummary field: enter the Field Name created as part of Step 3. This is the field where the ASAPP-generated summary will appear.
• Click on the Save button to apply the changes. These configuration steps add the AutoSummary field to the Chat Transcript object. From this point forward, you may use this summary field as part of your agent-facing or internal summary data use case. A common use case is to display this field to the agent in the Record Detail widget. 5. Add Record Detail Widget (OPTIONAL)
• If the Record Detail widget is not already on the Chat Transcript page, drag the Record Detail widget from the left panel and place it on the page.
• Click on the Save button to apply the changes.
• Refresh the page to see the changes applied to the page. The AutoSummary field should now be visible under the Transcription section of the Record Detail widget. Once the conversation is ended, summarization will be displayed in this newly configured field in the Record Detail widget.

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2. Set Up Single Sign-On (SSO) User Authentication

ASAPP handles authentication through the customer’s SSO service to confirm the identity of the agent.

ASAPP acts as the Service Provider (SP) with the customer acting as the Identity Provider (IDP). The customer’s authentication system performs user authentication using their existing user credentials.

ASAPP supports SP-initiated SSO with either OIDC (preferred method) and SAML. Once the user initiates sign-in, ASAPP detects that the user is authenticated and requests an assertion from the customer’s SSO service.

Configuration Steps for OIDC (preferred method)

1. Create a new IDP OIDC application with type Web

2. Set the following attributes for the app:

   Attribute	Value*
   Grant Type	authorization code
   Sign-in Redirect URIs	Production: https://api.asapp.com/auth/v1/callback/{company_marker} Sandbox: https://api.sandbox.asapp.com/auth/v1/callback/{company_marker}-sandbox

   ASAPP to provide company_marker value

3. Save the application and send ASAPP the Client ID and Client Secret from the app through a secure communication channel

4. Set scopes for the OIDC application:

   • Required: openid
   • Preferred: email, profile

5. Tell ASAPP which end-user attribute should be used a unique identifier

6. Tell ASAPP your IDP domain name Configuration Steps for SAML

7. Create a new IDP SAML application.

8. Set the following attributes for the app:

   Attribute	Value*
   Single Sign On URL	Production: https://sso.asapp.com/auth/realms/standalone-{company_marker}-auth/broker/saml/endpoint/clients/asapp-saml Sandbox: https://sso.asapp.com/auth/realms/standalone-{company_marker}-auth/broker/saml-sandbox/endpoint/clients/asapp-saml-sandbox
   Recipient URL	Production: https://sso.asapp.com/auth/realms/standalone-{company_marker}-auth/broker/saml/endpoint/clients/asapp-saml Sandbox: https://sso.asapp.com/auth/realms/standalone-{company_marker}-auth/broker/saml-sandbox/endpoint/clients/asapp-saml-sandbox
   Destination URL	Production: https://sso.asapp.com/auth/realms/standalone-{company_marker}-auth/broker/saml/endpoint/clients/asapp-saml Sandbox: https://sso.asapp.com/auth/realms/standalone-{company_marker}-auth/broker/saml-sandbox/endpoint/clients/asapp-saml-sandbox
   Audience Restriction	Production: https://sso.asapp.com/auth/realms/standalone-{company_marker}-auth/broker/saml/endpoint/clients/asapp-saml Sandbox: https://sso.asapp.com/auth/realms/standalone-{company_marker}-auth/broker/saml-sandbox/endpoint/clients/asapp-saml-sandbox
   Response	Signed
   Assertion	Signed
   Signature Algorithm	RSA_SHA256
   Digest Algorithm	SHA256
   Attribute Statements	externalUserId:

   ASAPP to provide company_marker value

9. Save the application and send the Public Certificate to validate Signature for this app SAML payload to ASAPP team

10. Send ASAPP team the URL of the SAML application

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Usage

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Customization

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Historical Transcripts for Summary Model Customization

ASAPP uses past agent conversations to generate a customized summary model that is tailored to a given use case. In order to create a customized summary model, ASAPP requires a minimum of 500 representative historical transcripts to generate free-text summaries. Transcripts should identify both the agent and customer messages.

For more information on how to transmit the conversation data, reach out to your ASAPP account contact. Visit Transmitting Data to SFTP for instructions on how to send historical transcripts to ASAPP.

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Conversation Redaction

When message text in the conversation transcript is sent to ASAPP, ASAPP applies redaction to the message text to prevent transmission of sensitive information. Reach out to your ASAPP account contact for information on available redaction capabilities to configure for your implementation.

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Data Security

ASAPP’s security protocols protect data at each point of transmission from first user authentication, to secure communications, to our auditing and logging system, all the way to securing the environment when data is at rest in the data logging system. Access to data by ASAPP teams is tightly constrained and monitored. Strict security protocols protect both ASAPP and our customers. The following security controls are particularly relevant to AutoCompose:

1. Client sessions are controlled using a time-limited authorization token. Privileges for each active session are controlled server-side to mitigate potential elevation-of-privilege and information disclosure risks.
2. To avoid unauthorized disclosure of information, unique, non-guessable IDs are used to identify conversations. These conversations can only be accessed using a valid client session.
3. Requests to API endpoints that can potentially receive sensitive data are put through a round of redaction to strip the request of sensitive data (like SSNs and phone numbers).