[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

[melvin-bot]

@chiragsalian, @VictoriaExpensify Huh... This is 4 days overdue. Who can take care of this?

[melvin-bot]

@chiragsalian, @VictoriaExpensify 6 days overdue. This is scarier than being forced to listen to Vogon poetry!

[melvin-bot]

@chiragsalian, @VictoriaExpensify Now this issue is 8 days overdue. Are you sure this should be a Daily? Feel free to change it!

[chiragsalian]

I need to post a plan for the updated NVps. Haven't gotten around to it just yet but ill post it hopefully soon.

[melvin-bot]

@chiragsalian, @VictoriaExpensify Uh oh! This issue is overdue by 2 days. Don't forget to update your issues!

[VictoriaExpensify]

I'm just back from ooo but Chirag and I are catching up tomorrow to make a plan here

[VictoriaExpensify]

Just adding a couple of items to this that have come up in Slack discussions, so we don't forget:

• Remove the New/Classic message indicator (all users get redirected to New Expensify to message Concierge now, so this is redundant). We should keep the email flag
• Remove the “user switched to classic” messaging (this conflicts with the NVP in the User Info tab)
• User Info NVP = source of truth

[VictoriaExpensify]

Chirag has tested the improvements and is working on implementing them - https://github.com/Expensify/Expensify/issues/459152

[melvin-bot]

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

[VictoriaExpensify]

Updates to the NVP are now in staging - woohoo! We are this 🤏 close to closing this out. Working on the final update

[nikihatesgh]

@VictoriaExpensify @chiragsalian as per the accounting review section of the design doc this project was not eligible for cap sw time tracking. I cannot find the GH request to get it added to the cap sw sheet but can each of you please acknowledge that for future projects you will only action the cap sw request after the accounting review confirms it is eligible?

[VictoriaExpensify]

Hi @nikihatesgh, sorry, I misunderstood the process. I got assigned this issue from Accounting and assumed that meant they were signing it off as a CAP issue. But now I see Trent's comments. I assume that GH was triggered because the project got added to the CAP spreadsheet at some point.

Understood for future projects!

[VictoriaExpensify]

The flow looks really good and, from testing, we are accurately capturing:

• Classic users signing into Classic and messaging Concierge
• New Expensify users signing into New Expensify and messaging Concierge
• Classic users that use the Try New Expensify button to switch
• New users that use the Switch to Classic button to switch back

The scenarios that are not being captured are:

• Classic users who sign into New Expensify directly - I think this is only a small issue for now but could this grow as the New Expensify URL and App are in circulation more?
• Customer that write in from email - at the moment, they do not show New or Old, just Email. It would be good to show both Email and the platform they have been using most recently

[melvin-bot]

@chiragsalian, @VictoriaExpensify Eep! 4 days overdue now. Issues have feelings too...

[chiragsalian]

Not overdue, we're talking about it in chat.

Classic users who sign into New Expensify directly - I think this is only a small issue for now but could this grow as the New Expensify URL and App are in circulation more?

imo, if we've solved for the majority of the cases we should close out this project and create separate GH issues for fine tuning the remaining items.

Customer that write in from email - at the moment, they do not show New or Old, just Email. It would be good to show both Email and the platform they have been using most recently

Yup both are shown. One is shown below the message and the other is in user info.

[VictoriaExpensify]

And we're done! Our final wrap up post is here - https://expensify.slack.com/archives/C07NZ8B1VTQ/p1737685167553009