Expensify
[Improvement] - Include thread, task and emoji details when a customer reaches out to Concierge on New Dot
Proposal Include thread and task details when a customer reaches out to Concierge from a threaded message
Problem As discussed here and here, customers can now reach out to Concierge in task threads; however, Concierge does not have visibility of the tasks the user is writing in from. This means that Concierge lacks the context needed to support the customer; this is resulting in an awkard customer experience because Concierge needs to get clarification on details that the customer would expect us to be able to see.
Solution When a customer reaches out to Concierge within a thread, make sure the responding agent has visibility of the information they need to assist that customer. This includes:
- Showing details of the parent thread and header the customer is reaching out from
- Show reactions to messages (e.g. if a customer adds a 👍 to a message, ensure this is shown in Concierge)
Current assignee @VictoriaExpensify is eligible for the Bug assigner, not assigning anyone new.
![melvin-bot[bot] avatar](https://avatars.githubusercontent.com/in/179547?v=4 "Published by a pub.dev verified publisher"){kind=small}
Proposal taken to WN - plenty of support for this and no pushback - https://expensify.slack.com/archives/CC7NECV4L/p1725492990710679
Looking for an engineer
Ok this is actually going to go through a pre-design. Will start drafting this today
Update Sept 11: Pre-design is being drafted with this and will be posted in Concierge Development later in the week
Pre-design posted - https://expensify.slack.com/archives/C041MSTR8J1/p1726176871367989
@VictoriaExpensify Whoops! This issue is 2 days overdue. Let's get this updated quick!
Pre-design has been wrapped up and I will start work finding an engineer to help implement
@VictoriaExpensify this issue was created 2 weeks ago. Are we close to a solution? Let's make sure we're treating this as a top priority. Don't hesitate to create a thread in #expensify-open-source to align faster in real time. Thanks!
As discussed in the Pre-Design, this is what needs to be included in Concierge:
1. Onboarding tasks checklist when the customer replies to Concierge This refers to the onboarding checklist that the customer sees in the New Expensify chat with Concierge:
This is not currently shown in Concierge:
The list should show the tasks a customer has completed, either through a check or a strikethrough - whichever solution is most simple to implement
-
When a customer starts a new thread, in Concierge we need to show the details of the message the customer is responding to
-
For example, this is the parent thread https://www.expensify.com/concierge/#/chat/20623863 with Concierge I've responded to the Meet your setup specialist task, starting a new thread and a new concierge chat
-
The new chat that was started in NewDot looks like this:
-
should look something like this:
- When a customer starts a new thread, which will automatically create a new Concierge chat, the parent thread should show a link to the chat created from the new thread
- Likewise, the chat created from the new thread should show a link to the parent thread
- This would look similar to what we use today when new people are cc'd into a response (see screenshot)
For example, https://www.expensify.com/concierge/#/chat/20623863 is the main Concierge chat thread for [email protected]. This user replied in thread and a new chat was created https://www.expensify.com/concierge/#/chat/20623951
The new/sub chat thread (https://www.expensify.com/concierge/#/chat/20623951) should reference the original/main chat thread (https://www.expensify.com/concierge/#/chat/20623863) and vice-versa
4. Show reactions to Concierge messages At the moment, if a customer reacts to a Concierge message with an emoji, Concierge does not see this or get notified.
- Emoji reactions should be sent to Concierge as a new message, along with the context of the message the customer is reacting to (because to may not be the most recent)
- If the chat is closed, the emoji reaction should trigger the chat to be reopened
Triggered auto assignment to @marcaaron (AutoAssignerNewDotQuality)
Chatted to @marcaaron - he's about to go OOO so isn't going to be able to get to this for several weeks. Adding the auto-assigner again
@VictoriaExpensify I've already promised @alexpensify that I would work with him on the technical portion of Vacation Delegates 😬
Well darn!
Ok I'm going to throw a Design Doc together for this anyway. Once that's done and reviewed, maybe Marc will nearly be back from leave or you will nearly be done with the Vacation Delegates project.
If not, I'll spin the wheel again - third time lucky, right? 😅
Ooh might have better luck asking around vs. auto assigning for a Design Doc! I'm just thinking the odds could be high that your auto-assignee is already be working on something big, but it's worth a shot.
Not OD, Chirag and I are working on this - https://docs.google.com/document/d/19xghDYgBkMgQUBKkNqO2WeayMgKrsut2yinVxi3y3rg/edit
:wave: Hello Generalist Track Team - you have been assigned to review this High Level Design Doc. Check out this Stack Overflow for some tips on reviewing a design doc. Once you are done, simply press the Add "Reviewed Doc" comment button in the right hand side K2 panel or follow these instructions.
@aldo-expensify(Expensifier / Graduate) - https://github.com/Expensify/App/issues/50522@RachCHopkins(Expensifier / Graduate) - https://github.com/Expensify/App/issues/50523@zsgreenwald(Project Manager) - https://github.com/Expensify/App/issues/50524@tylerkaraszewski(Project Manager) - https://github.com/Expensify/App/issues/50525@stephanieelliott(Product Manager) - https://github.com/Expensify/App/issues/50526@flaviadefaria(Product Manager) - https://github.com/Expensify/App/issues/50527@garrettmknight(Generalist) - https://github.com/Expensify/App/issues/50528@tgolen(Generalist) - https://github.com/Expensify/App/issues/50529@trentpetty(Accounting Technical Team) - https://github.com/Expensify/App/issues/50530@jamesdeanexpensify(Marketing Team) - https://github.com/Expensify/App/issues/50531
Design doc is ready for high level review here - https://docs.google.com/document/d/1pr7rcJKbgwYvQIuUtpobZqxkCeNMi6Gnt_bSnBhEzUs/edit?usp=gmail#heading=h.mnjguil21u0a
Timeline and urgency
- The limitation in the information Concierge is already having an impact on the support experience our customers are receiving (example)
- This is now a critical issue and it should be treated as a top priority
I got assigned to a detailed review, but I see the high-level part of the doc hasn't completely been reviewed yet and there doesn't appear that the detailed part of the doc has been written.
Oh this is my fault! If you were auto-assigned for a detailed review, please ignore this 😬