Objective
Jumper.ai Mobile App
Applies To
- Jumper
- Jumper.ai Mobile App
The Jumper.ai Mobile App provides real-time messaging between you and your consumers. Take advantage of every opportunity to create a meaningful connection and push them towards a sale.
Now agents can offer immediate support to customers with their queries.
With Jumper.ai Mobile App, agents can directly engage with customers in their product journey, share Bot flows, Create Orders, Share Products, share images (upto 4MB max), send a private note for members, etc.
Currently, available for Jumper.ai US instance.
Jumper Assist Mobile application is available on both the Play store (Android) and App store (ios).
Download the mobile application from the below links.
Android Google Play link - https://play.google.com/store/apps/details?id=com.vonage.jumper
iOS App Store Link - https://apps.apple.com/us/app/jumper-assist/id6503607662
How to use the Jumper Assist app for live chat agents
Once you install the Jumper Assist app on your mobile device, log in with your account credentials, in case you manage multiple accounts, select the account that you'd like to use, then click on the Get In option.
Now here you can find 3 tabs under Chats, i.e Active, Requests & Bot.
The Bot & Requests tab is common amongst all agents. (i.e If an account has multiple agents)
Active Tab:
Under this, you can find the conversations assigned to the logged In agent, across all sales channels & web.
The Active Chats is designed to assist the Agent to focus on chats that have been assigned to/picked up by the Agent until marked as Resolved.
Request Tab:
If a user is in the Bot journey but requests for a human agent (via bot journey or triggers), the chat will move from the Bot tab to the Request Tab.
Any chats that come directly into a channel and are not associated with a bot will immediately flow into the Requests Tab.
The Requests Tab is common for all agents and in case of manual routing, any agent who responds first to a particular chat request will be now assigned to the chat. (In case of Automatic Routing the agents are auto assigned)
As a result, the chat will now disappear from the Request Tab for all agents and only appear in the Active Chats tab of the assigned agent.
Once a conversation from the Active Chats of an agent is marked as Resolved, the chat will disappear from the Active Chats and appear under the Resolved Chat filter.
Bot: Under this, you can find all the conversations assigned to the bot.
Search
On the top, you can find the Search option where you can search for a customer via name, email, custom tag or order ID.
Filter
Besides the search option, you will find the filter option,
where you can filter conversations by selecting any of the filters from Assigned to, Chat Status & Channel options.
One can even view conversations which are assigned to a particular agent by selecting Agent >> Agent name under filter options.
Customer Info
Click on the customer profile to view their details & manage custom data & tags (add/edit/delete) for the same.
Tags
Single Value fields captured by Agents or added as part of a Bot Operation.
Tags are really powerful for building user personas. These tags can then be used to segment your customers, especially for broadcasting updates, remarketing campaigns and aligning custom audiences
Custom Data
Dual Value fields captured manually by Agents or added as part of a Bot Operation or added automatically for purchases.
Custom data are similar to Tags in their use-case except that they are dual value fields. They are used to key in valuable insights for your teams to identify and refer to.
You can even re-assign an agent to a customer which is assigned to you.
Click on the dots beside customer name to find options such as
Complete, Follow/Unfollow & Set Reminder.
Complete: Click on complete will mark the conversation as complete, which will move the conversation under Resolved status.
Follow/Unfollow: Select if you wish to follow/Unfollow a conversation.
Set Reminder: Sets a reminder for your selected option for e.g. 1 hour, 2 hour, in a week, customer date & time. You can even set a reminder note.
Composer Input
Note: The composer input may be disabled for you or show “Send Template Message” if you have passed the allowed limit for the channel.
Facebook - 7 Days
WhatsApp - 24 hours from the user’s last message.
Use message shortcuts in composer input to speed up conversations.
Use “/” to access Message Shortcuts. To know more about message shortcuts read here…
Actions
Bot Flow:
The “Start bot flow” action is used to initiate a particular Bot flow created in the Jumper Bot Builder. When the agent selects a bot flow to share with a customer, the chat is then passed back from agent to the selected Bot flow.
Create Orders:
Create Order action is used to handhold the customer to create their cart during an ongoing conversation.
Share Product details:
Clicking on Share Product option will showcase all products including Sets that are toggled on for “Visible on Store” in the Product Section.
You can search for the products using the search bar. Search either using the product name or the SKU code or the product hashtag.
Once you click on your shortlisted product, the product details will show up including the product images, the Name & Price, and the Short Description. These details are fetched in real time from the Jumper product section.
Choose 1 or multiple details by clicking on the relevant checkboxes and click the “Share to Chat” button.
Note: If product/set is not showing here, it may be because it is out of stock or the “visible on store” toggle is turned off.
View Orders
You can view the orders from customers, and search orders by date & order ID.
You can also use filters such as Date range and Collection point to search for orders.
Manage Profile
You can also upload your profile picture & change your password from the menu.
Notifications
An app notification is a message or alert sent by an application to the device user.
Below are the scenarios where notification are sent by the application to the user:
| App status | Scenarios | Notification Message | Notification Sound |
| App Closed | Conversation Assigned to an Agent (Bot to Active Tab) | Yes | Yes |
| App Closed | Conversation Re-Assigned to an Agent (Bot to Active Tab) | Yes | Yes |
| App Open | Conversation Assigned to an Agent (Bot to Active Tab) | Yes | Yes |
| App Open | Conversation Assigned to a Group (Bot to Request Tab) | Yes | No |
| App Open | Conversation Unassigned (Bot to Request Tab) | No | No |
| App Open | Conversation Assigned to an Agent (Request to Active Tab) | Yes | Yes |
| App Open | Conversation Re-assigned to an Agent | Yes | Yes |
All conversations in the chat panel are by default sorted from latest engaged chats to older.
For example, when a new ticket is assigned to an agent, the latest conversations always appear on top.
You can also find the latest time stamp, engaged channel (i.e. via Web, Messenger, WhatsApp, etc.) & unread messages count for a chat.