[Improvement] -Add key info to Concierge to improve the New Expensify customer support experience

[VictoriaExpensify]

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)

Design doc (Detailed portion currently in review)

[melvin-bot]

Current assignee @VictoriaExpensify is eligible for the Bug assigner, not assigning anyone new.

[VictoriaExpensify]

Proposal taken to WN - plenty of support for this and no pushback - https://expensify.slack.com/archives/CC7NECV4L/p1725492990710679

Looking for an engineer

[VictoriaExpensify]

Ok this is actually going to go through a pre-design. Will start drafting this today

[VictoriaExpensify]

Update Sept 11:
Pre-design is being drafted with this and will be posted in Concierge Development later in the week

[VictoriaExpensify]

Pre-design posted - https://expensify.slack.com/archives/C041MSTR8J1/p1726176871367989

[melvin-bot]

@VictoriaExpensify Whoops! This issue is 2 days overdue. Let's get this updated quick!

[VictoriaExpensify]

Pre-design has been wrapped up and I will start work finding an engineer to help implement

[muttmuure]

Is this ready for the label?

[melvin-bot]

@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!

[VictoriaExpensify]

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

2. The parent thread and header when the customer summons Concierge from within an onboarding task thread

• 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:
  

3. Reference the main thread chat within the sub thread chat when a customer starts a new chat by replying in thread

• 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

[melvin-bot]

Triggered auto assignment to @marcaaron (AutoAssignerNewDotQuality)

[VictoriaExpensify]

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]

Detailed portion is nearly ready to be shared

[chiragsalian]

Detailed portion is ready for review. Woop woop.

[melvin-bot]

👋 Hello Generalist Track Team - you have been assigned to review this Detailed 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.

---

• @zsgreenwald (Any Expensifiers, Non-Engineering Graduates or Project Managers) - Detailed design doc review (Any Expensifiers, Non-Engineering Graduates or Project Managers) - [Improvement] -Add key info to Concierge to improve the New Expensify customer support experience #51368
• @jamesdeanexpensify (Any Expensifiers, Non-Engineering Graduates or Project Managers) - Detailed design doc review (Any Expensifiers, Non-Engineering Graduates or Project Managers) - [Improvement] -Add key info to Concierge to improve the New Expensify customer support experience #51369
• @flaviadefaria (Non-engineering Product Managers or Generalists) - Detailed design doc review (Non-engineering Product Managers or Generalists) - [Improvement] -Add key info to Concierge to improve the New Expensify customer support experience #51370
• @garrettmknight (Non-engineering Product Managers or Generalists) - Detailed design doc review (Non-engineering Product Managers or Generalists) - [Improvement] -Add key info to Concierge to improve the New Expensify customer support experience #51371
• @tgolen (Engineering Graduates) - Detailed design doc review (Engineering Graduates) - [Improvement] -Add key info to Concierge to improve the New Expensify customer support experience #51372
• @tylerkaraszewski (Engineering Graduates) - Detailed design doc review (Engineering Graduates) - [Improvement] -Add key info to Concierge to improve the New Expensify customer support experience #51373
• @aldo-expensify (Engineering Graduates) - Detailed design doc review (Engineering Graduates) - [Improvement] -Add key info to Concierge to improve the New Expensify customer support experience #51374
• @nkuoch (Engineering Product Managers or Generalists) - Detailed design doc review (Engineering Product Managers or Generalists) - [Improvement] -Add key info to Concierge to improve the New Expensify customer support experience #51375

[flaviadefaria]

I have read and reviewed this Design Doc!

[tgolen]

I have read and reviewed this Design Doc!

[jamesdeanexpensify]

I have read and reviewed this Design Doc!

[nkuoch]

I have read and reviewed this Design Doc!

[garrettmknight]

I have read and reviewed this Design Doc!

[tylerkaraszewski]

I have read and reviewed this Design Doc!

[VictoriaExpensify]

@aldo-expensify and @zsgreenwald we're just waiting on your reviews when you have a moment. Thanks!

[marcaaron]

I have read and reviewed this Design Doc!

[VictoriaExpensify]

Reviews are complete, working on it

[VictoriaExpensify]

In progress, not OD