ASAPP

docs.asapp.com

Elevate human performance using the power of AI. Achieve breakthrough results in customer experience by empowering your agents with integrated automation.

llms.txt

ASAPP Docs

Docs

Agent Desk: Use the Agent Desk to empower agents to deliver fast and exceptional customer service.
Digital Agent Desk: Use the Digital Agent Desk to empower agents to deliver fast and exceptional customer service.
Digital Agent Desk Navigation: Overview of the Digital Agent Desk navigation and features.
Agent SSO: Learn how to use Single Sign-On (SSO) to authenticate agents and admin users to the Digital Agent Desk.
API Integration: Learn how to connect the Digital Agent Desk to your backend systems.
Knowledge Base: Learn how to integrate your Knowledge Base with the Digital Agent Desk.
Live Agent Summary - GenAgent: Learn how to receive summaries from GenerativeAgent conversations.
Queues and Routing: Learn how to manage conversation queues and agent routing in the Digital Agent Desk.
Attributes Based Routing: Learn how to use Attributes Based Routing (ABR) to route chats to the appropriate agent queue.
User Management: Learn how to manage users and roles in the Digital Agent Desk.
Insights Manager Overview: Analyze metrics, investigate interactions, and uncover insights for data-driven decisions with Insights Manager.
Live Insights Overview: Learn how to use Live Insights to monitor and analyze real-time contact center activity.
Agent Performance: Monitor agent performance in Live Insights.
Alerts, Signals & Mitigation: Use alerts, signals, and mitigation measures to improve agent task efficiency.
Customer Feedback: Learn how to view customer feedback in Live Insights.
Live Conversations Data: Learn how to view and interact with live conversations in Live Insights.
Metric Definitions: Learn about the metrics available in Live Insights.
Navigation: Learn how to navigate the Live Insights interface.
Performance Data: Learn how to view performance data in Live Insights.
Queue Overview (All Queues): Learn how to view and customize the performance overview for all queues and queue groups.
Integration Channels: Learn about the channels and integrations available for ASAPP Messaging.
Android SDK Overview: Learn how to integrate the ASAPP Android SDK into your application.
Android SDK Release Notes
Customization
Deep Links and Web Links
Miscellaneous APIs
Notifications
User Authentication
Apple Messages for Business
Chat Instead Overview
Android
iOS
Web
Customer Authentication
iOS SDK Overview
Customization
Deep Links and Web Links
iOS Quick Start
iOS SDK Release Notes
Miscellaneous APIs
Push Notifications
User Authentication
Push Notifications and the Mobile SDKs
User Management
Voice
WhatsApp Business
Virtual Agent: Learn how to use Virtual Agent to automate your customer interactions.
Attributes
Best Practices
Flows: Learn how to build flows to define how the virtual agent interacts with the customer.
Glossary
Intent Routing: Learn how to route intents to flows or agents.
Links: Learn how to manage external links and URLs that direct customers to web pages.
Surveys: Collect customer satisfaction feedback after interactions with agents and AI systems.
AI Compose
AI Compose Tooling Guide: Learn how to use the AI Compose tooling UI
Deploying AI Compose API: Communicate with AI Compose via API.
Deploying AI Compose for LivePerson: Use AI Compose on your LivePerson application.
Deploying AI Compose for Salesforce: Use AI Compose on Salesforce Lightning Experience.
AI Compose Product Guide: Learn more about the features and insights of AI Compose
AI Summary: Use AI Summary to extract insights and data from your conversations
Example Use Cases: See examples of how AI Summary can be used
Free Text Summary: Generate conversation summaries with Free Text Summary
Getting Started: Learn how to get started with AI Summary
Intent: Generate intents from your conversations
Metadata-Based Summary Routing: Dynamically route AI Summary configurations based on conversation metadata attributes.
Deploying AI Summary for Salesforce: Learn how to use the AI Summary Salesforce plugin.
AI Summary Sandbox: Learn how to use the AI Summary Sandbox to test and validate summary generation.
Structured Data: Extract entities and targeted data from your conversations
Segments and Customization: Learn how to customize the data extracted with Structured Data.
AI Transcribe: Transcribe your audio with best in class accuracy
Deploying AI Transcribe for Amazon Connect: Use AI Transcribe in your Amazon Connect solution
AI Transcribe via Direct Websocket: Use a websocket URL to send audio media to AI Transcribe
Deploying AI Transcribe for Genesys AudioHook: Use AI Transcribe in your Genesys Audiohook application
AI Transcribe Product Guide: Learn more about the use of AI Transcribe and its features
Deploy AI Transcribe into SIPREC via Media Gateway: Integrate AI Transcribe into your SIPREC system using ASAPP Media Gateway
Deploying AI Transcribe for Twilio: Use AI Transcribe with Twilio
Check for spelling mistakes: Get spelling correction for a message as it is being typed, if there is a misspelling. Only the current word will be corrected, once it's fully typed (so it is recommended to call this endpoint after space characters).
Create a custom response: Add a single custom response for an agent
Create a message analytic event: To improve the performance of ASAPP suggestions, provide information about the actions performed by the agent while composing a message by creating message-analytic-events.
Create a MessageSent analytics event: Create a MessageSent analytics event describing the agent's usage of AutoCompose augmentation features while composing a message
Create a response folder: Add a single folder for an agent
Delete a custom response: Delete a specific custom response for an agent
Delete a response folder: Delete a folder for an agent
Evaluate profanity: Get an evaluation of a text to verify if it contains profanity, obscenity or other unwanted words. This service should be called before sending a message to prevent the agent from sending profanities in the chat.
Generate suggestions: Get suggestions for the next agent message in the conversation.
Get autopilot greetings: Get autopilot greetings for an agent
Get autopilot greetings status: Get autopilot greetings status for an agent
Get custom responses: Get custom responses for an agent. Responses are sorted by title, and folders are sorted by name.
Get settings for AutoCompose clients: Get settings for AutoCompose clients, such as whether any features should not be used. It may be desirable to disable some features in high-latency scenarios.
List the global responses: Get the global responses and folder organization for a company. Responses are sorted by text, and folders are sorted by name.
Update a custom response: Update a specific custom response for an agent
Update a response folder: Update a folder for an agent
Update autopilot greetings: Update autopilot greetings for an agent
Update autopilot greetings status: Update autopilot greetings status for an agent
Create conversation intent: Retrieves the primary intent of a conversation, represented by both an intent code and a human-readable intent name. If no intent is detected, "NO_INTENT" is returned. This endpoint requires: 1. Intent support to be explicitly enabled for your account. 2. An id from ASAPP system (conversationId or I…
Get conversation intent: Retrieves the primary intent of a conversation, represented by both an intent code and a human-readable intent name. If no intent is detected, "NO_INTENT" is returned.
Get free text summary: Deprecated
Provide feedback.: Create a feedback event with the full and updated summary. Each event is associated with a specific summary id.
Retrieve free text summary: Retrieves a concise, human-readable summary of a conversation.
Retrieve structured data: Retrieves a set of structured data about a conversation that is already known to ASAPP.
Get Twilio media stream url: Returns url where Twilio media stream should be sent to.
Start streaming: This starts the transcription of the audio stream.
Stop streaming: This stops the transcription of the audio stream.
Get streaming URL: Get websocket streaming URL to transcribe audio in real time. This websocket is used to send audio to ASAPP's transcription service and receive transcription results.
Create a custom vocabulary: Creates a new custom vocabulary configuration to improve transcription accuracy.
Delete a custom vocabulary: Deletes a custom vocabulary configuration
Retrieve a custom vocabulary: Get a custom vocabulary configuration
List custom vocabularies: Retrieves all custom vocabulary configurations.
Retrieve a redaction entity: Get a specific redaction entity with a entity id
List redaction entities: Lists all available redaction entities and their current activation status across different policies.
Update a redaction entity: Update the policies of a specific redaction entity. Only the policies field can be modified.
Create a segment: Creates a new segment to organize structured data extraction based on conversation metadata.
Delete a segment: Delete a specific segment specifying the id
Retrieve a segment: Get a specific segment specifying the id
List segments: Retrieves a list of all segments.
Partial update a segment: Update a specific segment specifying the id
Create a structured data field: Creates a new structured data field configuration that defines what information should be extracted from conversations.
Delete a structured data field: Delete a specific structured data field specifying the id
Retrieve a structured data field: Get a specific structured data field specifying the id
List structured data fields: Retrieves a list of all configured structured data fields.
Update a structured data field: Update a specific structured data field specifying the id
Authenticate a user in a conversation: Stores customer-specific authentication credentials for use in integrated flows.
Create or update a conversation: Creates a new conversation or updates an existing one based on the provided externalId.
List conversations: Retrieves a list of conversation resources that match the specified criteria.
Retrieve a conversation: Retrieves the details of a specific conversation using its conversationId.
List feed dates: Lists dates for a company feed/version/format
List feed files: Lists files for a company feed/version/format/date/interval
List feed formats: Lists feed formats for a company feed/version/
List feed intervals: Lists intervals for a company feed/version/format/date
List feed versions: Lists feed versions for a company
List feeds: Lists feed names for a company
Retrieve a feed file: Retrieves a feed file URL for a company feed/version/format/date/interval/file
Get Twilio media stream url: Returns url where Twilio media stream should be sent to.
Analyze conversation: Call this API to trigger GenerativeAgent to analyze and respond to a conversation.
Create Call Transfer: Creates a new Call Transfer resource that represents an attempt to transfer a call from your IVR or CCaaS to ASAPP.
Create stream URL: This API creates a generative agent event streaming URL to start a streaming connection (SSE).
Get Call Transfer: Get Call Transfer resource by ID.
Get GenerativeAgent state: This API provides the current state of the generative agent for a given conversation.
Check ASAPP's API's health.: The API Health check endpoint enables you to check the operational status of our API platform.
Create a submission: Initiate a request to add a new article or update an existing one. The provided title and content will be processed to create the final version of the submission.
Retrieve a submission: Obtain the details of a specific submission using its unique identifier.
Retrieve an article: Fetch a specific article by its unique identifier. If the article has not been created because the associated submission was not approved, a 404 status will be returned.
Create a message: Creates a message object, adding it to an existing conversation.
Create multiple messages: This creates multiple message objects at once, adding them to an existing conversation.
List messages: Lists all messages within a conversation.
List messages with an externalId: Get all messages from a conversation.
Retrieve a message: Retrieve the details of a message from a conversation.
Add a conversation metadata: Add metadata attributes of one issue/conversation
Add a customer metadata: Add metadata attributes of one customer
Add an agent metadata: Add metadata attributes of one agent
Add multiple agent metadata: Add multiple agent metadata items; submit items in a batch in one request
Add multiple conversation metadata: Add multiple issue/conversation metadata items; submit items in a batch in one request
Add multiple customer metadata: Add multiple customer metadata items; submit items in a batch in one request
Overview: Overview of the ASAPP API
Building GenerativeAgent: Map of what building GenerativeAgent touches. Pick the areas that fit your deployment.
Adding a use case to GenerativeAgent: Learn how to add new use cases to GenerativeAgent by creating tasks and functions
How GenerativeAgent works: Architecture, conversation flow, and core components for GenerativeAgent.
Using GenerativeAgent to Route Conversations: Configure GenerativeAgent to answer from your knowledge base and route callers to human agents.
Connect Your APIs: Learn how to connect your APIs to GenerativeAgent with API Connections
Adapters in API Connections: Learn how to connect GenerativeAgent to third-party platforms using adapters
Authentication Methods: Learn how to configure Authentication methods for API connections.
Custom Code API Connections: Create custom API connections using JavaScript code
API Design Best Practices for GenerativeAgent: Learn how to design APIs that integrate smoothly with GenerativeAgent.
MCP Servers in API Connections: Learn how to connect GenerativeAgent to an MCP server
Mock API Users: Learn how to mock APIs for testing and development.
Connecting Your Knowledge Base: Learn how to import, sync, and deploy your Knowledge Base for GenerativeAgent.
Add via API: Learn how to add Knowledge Base content programmatically using the API
Custom Knowledge Base Connectors: Connect a third-party knowledge base to GenerativeAgent using API Connections
Conversations: Review and analyze GenerativeAgent conversations to improve performance.
Deploying to GenerativeAgent: Learn how to deploy GenerativeAgent.
Functional Testing: Learn how to test GenerativeAgent to ensure it handles customer scenarios correctly before production launch.
Multiple Language Support: GenerativeAgent supports an extensive range of global languages for both Chat and Voice channels.
Previewer: Learn how to use the Previewer in AI Console to test and refine your GenerativeAgent's behavior
Tasks Best Practices: Improve task writing by following best practices
API Functions: Connect to your existing APIs to fetch data or perform actions with API Functions.
Bricks: A modular system for composing prompts from reusable and configurable fragments
Conditional Templates
Enter a Specific Task: Learn how to enter a specific task for GenerativeAgent
Handoff: Learn how to configure availability-aware routing from GenerativeAgent to human agent queues.
Human-in-the-loop Agent Function: Involve a human agent into a conversation with HILA Function
Improving Tasks: Learn how to improve task performance
Input Variables: Learn how to pass information from your application to GenerativeAgent.
Keep Fields: Learn how to keep fields from API responses so GenerativeAgent can use them for more calls
Managing Configuration Branches: Learn how to create and manage local branches for GenerativeAgent configurations.
Mock API Connections
Recite Message Function: Configure a function that defines a phrase as read-verbatim
Reference Variables: Learn how to use reference variables to store and reuse data from function responses
Set Variable Functions: Save a value from the conversation with a Set Variable Function.
System Transfer Functions: Signal conversation control transfer to external systems with System Transfer Functions.
Test Scenarios: Learn how to create and use Test Scenarios to test conversations with GenerativeAgent.
Getting Started: Set up GenerativeAgent to answer caller questions from your knowledge base.
Go Live
Human in the Loop Agent: Learn how GenerativeAgent works with human agents to handle complex cases requiring expert guidance or approval.
Approver Mode: Learn how human agents review and refine generated responses to ensure safe, accurate, and on-brand customer interactions.
HILA in Salesforce: Set up the Human in the Loop Agent (HILA) integration in your existing Salesforce implementation.
GenerativeAgent Integration Overview: High-level guide to integrating GenerativeAgent with your systems - channel integration and backend connections
Amazon Connect: Learn how to integrate GenerativeAgent into Amazon Connect
Azure Communication Services: Learn how to integrate GenerativeAgent with Azure Communication Services to handle inbound PSTN calls
Call Transfer over PSTN: Learn how to use call transfers to handle GenerativeAgent calls with any platform
Example Interactions
Genesys AudioConnector for GenerativeAgent: Learn how to integrate GenerativeAgent into Genesys Cloud using our Genesys AudioConnector integration.
Handling GenerativeAgent Events
SIP Transfers: Choose between API-based or SIP headers approaches for integrating GenerativeAgent with SIP
API-based SIP Transfers: Use REST API calls to pass rich context data for SIP transfers with unlimited complexity
SIP Headers Transfer: Use SIP headers to pass context directly in transfers without API calls
Direct API Integration
Twilio Voice: Learn how to integrate GenerativeAgent into Twilio using Twilio Media Stream
Web SDK: Integrate ASAPP chat into your website
Web App Settings
Web Authentication
Web ContextProvider
Web Customization
Web Examples
Web Features
Web JavaScript API
Zendesk Talk: Learn how to integrate GenerativeAgent with Zendesk Talk for automated call handling and ticket creation
Conversation Monitoring: Monitor and review conversations for compliance and quality assurance using GenerativeAgent.
Goal Completion: Spot and review customer goals not being met during GenerativeAgent interactions.
Manual Annotation: Human-in-the-loop evaluation through manual conversation review
Reporting: Learn how to track and analyze GenerativeAgent's performance.
Developer Quickstart: Learn how to get started using ASAPPs APIs
Error Handling: Learn how ASAPP returns Errors in the API
Health Check: Check the operational status of ASAPP's API platform
API Rate Limits and Retry Logic: Learn about API rate limits and recommended retry logic.
Setup ASAPP: Learn how to get started with your ASAPP account
AI Console: Central dashboard for configuring and managing ASAPP products
Audit Logs: Learn how to view, search, and export audit logs to track changes in AI Console.
Manage Users: Learn how to set up and manage users.
Human + AI: Empower GenerativeAgent with Human in the Loop Agent (HILA) and Agent Desk.
Release Notes: New updates and improvements across ASAPP products
Reporting and Insights
ASAPP Messaging Feed Schemas
File Exporter: Learn how to use File Exporter to retrieve data from Standalone ASAPP Services.
File Exporter Feed Schema
Metadata Ingestion API: Learn how to send metadata via Metadata Ingestion API.
Building a Real-Time Event API: Learn how to implement ASAPP's real-time event API to receive activity, journey, and queue state updates.
Retrieving Data for ASAPP Messaging: Learn how to retrieve data from ASAPP Messaging
Secure Data Retrieval: Learn how to set up secure communication between ASAPP and your real-time event API.
Transmitting Data via S3
Transmitting Data to SFTP
Transmitting Data to ASAPP: Learn how to transmit data to ASAPP for Applications and AI Services.
Security
Data Redaction: Learn how Data Redaction removes sensitive data from your conversations.
External IP Blocking: Use External IP Blocking to block IP addresses from accessing your data.
Warning about CustomerInfo and Sensitive Data: Learn how to securely handle Customer Information.
Support Overview
Reporting Issues to ASAPP
Service Desk Information
Troubleshooting Guide
Welcome to ASAPP: A personal AI agent for every customer with ASAPP Customer Experience Platform (CXP)