Jimmy's Journal

# Jimmy's Journal ## 7/11/2022 ### Task Rey's feedback as a trainer If student doesn't know the answer, just pass over Don't keep pushing what they don't know which makes them keep guessing. ## 7/8/2022 ### Task Discuss agent role https://trello.com/c/BbblSQh8 ## 7/7/2022 ### Task Update intents and increase volume for TCPros Demo with CallerIDReputation & DNC ## 7/6/2022 ### Task Overview of immersive training with Poi ## 7/5/2022 ### Task Add details / answers to helpdoc for Poi's onboard training Update with TC Pros and Demetri ## 7/4/2022 ### Task Happy Independence Day! QA Ava features * https://trello.com/c/Nx9oBCpU * https://trello.com/c/sfSkDEO8 * https://trello.com/c/wkie1HdU Test IVR transfer with default / custom message ## 7/1/2022 ### Task Continue product research sheet ## 6/30/2022 ### Task Prepare TCPros leads to come in Ava - removed all other webhooks - only leave call transferred Samurai - Added segment to only include numbers with '00' to reduce the pool as much as possible. Handoff w/ Mark https://docs.google.com/document/d/1P_LTo0wG4gqIpB7hiKbGalbA4YOyoVQvrQDkMclKJ7I/edit Replied to emailss to introduce me to ongoing interaction with sales. OOO - 下午 ## 6/29/2022 ### Task Take notes and screenshots from WebRecon demo Work on product research sheet (Aktify and Verse.io) https://docs.google.com/spreadsheets/d/1CnA1xqNZVUjBUvr80cd_2ZzfY_WkHI867i7axDng0pg/edit?usp=sharing ## 6/28/2022 ### Task Add **Call Transferred** webhook for The Credit Pros campaign Received "Immersive Training" by Rey Student should be the one to talk, instead of the teacher. No matter what, don't give the answer! ![](https://i.imgur.com/cDBLfau.png) Goal: create a training guide for future colleagues that can learn how to use ContactLoop and how leads are managed. ## 6/27/2022 ### Task Finish adding webhooks for The Credit Pros campaigns ## 6/24/2022 ### Task Add webhooks to The Credit Pros Ava campaigns Up to Day 14 - to be continued... ## 6/23/2022 ### Task Create campaigns for The Credit Pros Ava account Create assets for The Credit Pros SW account Request with Luna to create analyst role for Stephen from TCPros. ## 6/22/2022 ### Task Begin testing for official The Credit Pros account. Inconsistency with messages being sent out. Issues mainly consist of messages being blocked by Twilio Unknown blocked / undelivered messages. Not certain if because... * message includes name "The Credit Pros" or * phone number isn't A2P registered * if number is test device vs. virtual number ## 6/21/2022 ### Task Test IVR functionality - Twilio still has some issues with purchasing new numbers ### Things learned about Ava #### Webhook Process for ho automatic webhook initiates 1. Create Ava campaign 2. Add Ava as app integration in Samurai 3. Create Samurai asset with new Ava campaign (Samurai will set up Ava campaign webhooks automatically) #### Chat Simulator **Root Cause** The starting point was conversationController under the sandbox directory. Ava will first create a lead and create a journey. When creating journey, Ava will get a phone number to attach to the journey, since leads in sandbox environment have "NULL" phone number, when the code tries to fetch a local phone number from Twilio with NULL, Twilio will return a random phone number, and Ava will provision that phone number afterwards. However, Ava was unable to purchase phone numbers since we was temporarily blocked by Twilio due to high opt out rate, therefore, Ava will try to retrieve account's default phone number. Since account 14 and 16 don't have their default phone number setup (area code 844), it will cause "You requested 1 items, but there are only 0 items available error". **Solution** - Don't attach phone number mapping to journey when lead's phone number is NULL. - Buy default phone number (844 toll free) when creating a account. ## 6/20/2022 ### Task Further reply to Twilio's CTA for compliance SW given new function to delete contact so leads can be readded for better testing ## 6/17/2022 ### Task - Registered A2P messaging for cadencing message use cases **Human agent features** https://trello.com/c/yxgzmR7c/198-human-agent-features Created canned response prototype with Figma https://www.figma.com/proto/aIC1aFhvTa3QRKWJvr6Okt/Jimmy's-Prototypes?node-id=962%3A22342&scaling=min-zoom&page-id=962%3A22341&starting-point-node-id=962%3A22342 1. Click on icon to open canned response 2. Click on an intent to prefill text box ## 6/16/2022 ### Task Due to an increase in error rates & undeliverable messages, Twilio has taken notice and suspended our ability to purchase new numbers with Ava subaccount. Respond / appeal to Twilio Compliance Operations Team https://docs.google.com/document/d/1c4QXtv9oJH3QHRz2AhTYDCVHnYHU-mDTbmyt-f_FkdE/edit?usp=sharing ## 6/15/2022 ### Task Enhance localizaton with scheduled calls Date: MM/DD/YYYY Time: H:MM A Titles: Capitalize first letters Add intents to source SVR bot for testing Spanish language ## 6/14/2022 ### Task Testing IVR function Check localization ## 6/13/2022 ### Task Register for SHAKEN/STIR on Twilio * Asked support team to help bulk add all active numbers in Ava subaccount ## 6/10/2022 ### Task * Work on SHAKEN/STIR to enhance message compliance for Twilio ## 6/9/2022 ### Task * QA SW cadence for TCPros * Attempt to fix echo in recording of Grayson Agenda Meeting ## 6/8/2022 Translate Trello 專案管理 Case Management (2/2) Vocabulary 終 Zhōng = Final / End Ex. `用來記錄卡片最終的狀態` 啟用 Qǐyòng = Enable Ex. `啟用桌面通知` 援許 Yuán xǔ = Grant Ex. `Trello 還支援許多語法` ### Task Work on wireframe for Ava - Human Agent ## 6/7/2022 Translate Trello 專案管理 Case Management (1/2) Vocabulary 與 Yǔ = And Ex. `給予正面與具體的回饋` 敏捷 Mǐnjié = Agile 描述 Miáoshù = Description Ex. `根據不同類型的卡片撰寫描述` 預想 Yùxiǎng = Anticipate 預想的問題以及解答技術任務 Jìshù rènwù = Technical Task ## 6/6/2022 Ava cadence - excel file **TCPros docs** CL-Messenger - BusinessDiscovery - TcPros-AutoLoans https://docs.google.com/document/d/1vQqVaFIqAf7YBRiTEsFehPohyGZIFhjpQ7tE_vKQt2k/edit?pli=1 CL-Messenger - LeadInsightGathering - TcPros-AutoLoans https://docs.google.com/document/d/1EVKIKiYmlZB2gdSCkP1RsmfCwFDYNEhS6RIJ-1C2HGI/edit?pli=1 **Tasks** Created TCPros general question responses ## 6/3/2022 端午節 ## 6/2/2022 **Tasks** Test Ava for human agent features Debug why Twilio messages weren't sent out Sandbox ## 6/1/2022 **Tasks** Set up RTO - Affhousing cadencing Aggregate qualifying questions under categories **Check Loggly Error** Error ```"message": "Lead blocked"``` - Leads added to optout list Error ```"message": "refresh message cost error"``` - When Conversations are in sandbox mode, it is unable to detect conversation id - If someone tests on production, messages saved woul trigger event **Stay out of the database!** This ensures that we focus on what features are missing from the interface and can further improve user experience. - Signed out of DialogFlow main account - Ask Chris whenever making a new account - Received read-only accounts for SW and Ava DB ## 5/31/2022 **Tasks** Add RTO-CR cadencing variants Record qualifying questions for Aktify & Verse.io ## 5/30/2022 OOO ## 5/27/2022 **Note to self** - Be more lazy! Don't have to do everything someone tells me to do. Punt the ball to owner of the product to execute. Ex. Refer Tobey to who is in charge of MediaAlpha Pass / Loop Rey into Neo feature / tech requests from Chris A. If ambiguous, can consult with managers to see who to pass the ball to. **Support Role** Continue to learn more about products **JSON Naming Convention** Normally include styles like snake_case, camelCase or PascalCase As per Luna's recommended style when naming our intent group JSON files should follow snake_case In other words... - type in all lowercase - try to avoid spaces and apostrophes **Coding school** 學到關於 puppeteer 可以自動化網頁控制和解圖

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