AutoSummary
Deploying AutoSummary for Salesforce
Learn how to use the AutoSummary Salesforce plugin.
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.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.AutoSummary currently supports English-language conversations only.
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
Setup
Requirements
Browser Support ASAPP AutoSummary is supported in Google Chrome and Microsoft EdgeThis support covers the latest version of each browser and extends to the previous two versions
| Domain | Description |
|---|---|
*.asapp.com | ASAPP service URLs |
*.ingest.sentry.io | Application performance monitoring tool |
fonts.googleapis.com | Fonts |
google-analytics.com | Page analytics |
asapp-chat-sdk-production.s3.amazonaws.com | Static ASAPP AWS URL for desktop network connectivity health check |
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:- Configure the Salesforce organization centrally using an administrator account
- Setup agent/user authentication through the existing single sign-on (SSO) service
Expected effort for each part of the setup process:
- 1 hour for installation and configuration of the ASAPP chat components
- 1-2 hours to enable user authentication, depending on SSO system complexity
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.
ASAPP provides the same install package for implementing both AutoCompose and AutoSummary in Salesforce. Use this guide to configure AutoSummary.If you’re looking to implement AutoCompose, use this guide.
- 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
- 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:
The API key is labeled as API Id in the ASAPP Developer Portal. The API URL should be listed as
https://api.sandbox.asapp.com for lower environments and https://api.asapp.com for production.
- 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.
- 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.
Take note of this Field Name, as it will be needed when setting up the AutoSummary widget.
- 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:
- 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.comin lower environments andhttps://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.
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)-
Create a new IDP OIDC application with type
Web -
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 providecompany_markervalue - Production:
-
Save the application and send ASAPP the
Client IDandClient Secretfrom the app through a secure communication channel -
Set scopes for the OIDC application:
- Required:
openid - Preferred:
email,profile
- Required:
- Tell ASAPP which end-user attribute should be used a unique identifier
- Tell ASAPP your IDP domain name Configuration Steps for SAML
- Create a new IDP SAML application.
-
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 providecompany_markervalue - Production:
- Save the application and send the Public Certificate to validate Signature for this app SAML payload to ASAPP team
- Send ASAPP team the URL of the SAML application
Usage
Customization
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.Proper transcript formatting and sampling ensures data is usable for model training. Please ensure transcripts conform to the following:
Formatting
- Each utterance is clearly demarcated and sent by one identified sender
- Utterances are in chronological order and complete, from beginning to very end of the conversation
-
Where possible, transcripts include the full content of the conversation rather than an abbreviated version. For example, in a digital messaging conversation:
Full
Abbreviated
Agent: Choose an option from the list below
Agent: (A) 1-way ticket (B) 2-way ticket (C) None of the above
Customer: (A) 1-way ticket
Agent: Choose an option from the list below
Customer: (A)
- Transcripts are from a wide range of dates to avoid seasonality effects; random sampling over a 12-month period is recommended
- Transcripts mimic the production conversations on which models will be used - same types of participants, same channel (voice, messaging), same business unit
- There are no duplicate transcripts
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.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:- 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.
- 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.
- 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).