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-   -   Fly Delta ios App "Chat With Us" feature (https://www.flyertalk.com/forum/delta-air-lines-skymiles/1975944-fly-delta-ios-app-chat-us-feature.html)

jdrtravel Jun 27, 19 10:40 pm

Fly Delta ios App "Chat With Us" feature
 
Just noticed that my Fly Delta app now has a "chat with us" feature in the "more" tab that opens up iMessages in a mode called "business chats." This is all new to me, but seems cool. Has anyone used this? I hope it works as well as Twitter as it would be great to have access through messages while in-flight and not have to pay for internet. Or has this been around and I'm late to the party?

Zorak Jun 27, 19 10:44 pm


Originally Posted by jdrtravel (Post 31247719)
Just noticed that my Fly Delta app now has a "chat with us" feature in the "more" tab that opens up iMessages in a mode called "business chats." This is all new to me, but seems cool. Has anyone used this? I hope it works as well as Twitter as it would be great to have access through messages while in-flight and not have to pay for internet. Or has this been around and I'm late to the party?

Looks new:

https://news.delta.com/delta-becomes...-go-assistance

"The option to message from an iOS device allows customers to connect with a live Delta representative to receive in-the-moment assistance, or with a Delta Virtual Assistant to get quick answers to frequently asked questions.

The new mobile assist tool is being rolled out in phases to some customers this summer to test preferences and demand, and is slated to be integrated into the Fly Delta app for all customers this fall."

I hope "for all customers this fall" means Android too, and not just "all iPhone users" in contrast to "rolled out in phases to some customers"

rucksack Jun 27, 19 11:41 pm


Originally Posted by Zorak (Post 31247724)
I hope "for all customers this fall" means Android too, and not just "all iPhone users" in contrast to "rolled out in phases to some customers"

Apple's Business Chat feature is proprietary to iOS. I'd expect Android will be supported (as it is already) via web-based chat on the Need Help page.

Xeno Jun 28, 19 3:15 am

When we use chat, who do we get? What kinds of issues can they address like being too late with an international flight to make a connection? Will this be limited to DL aircraft?

Lux Flyer Jun 28, 19 4:48 am


Originally Posted by jdrtravel (Post 31247719)
I hope it works as well as Twitter as it would be great to have access through messages while in-flight and not have to pay for internet. Or has this been around and I'm late to the party?

This features uses the iOS server and messaging app, so you need to be able to access apple's server to message Delta via the app. Since DL wifi allows messaging on board, you should be able to use this feature, as long as you connect to the wifi and first activate free messaging.

Currently it says they reply within 1 minute, granted it is 7am on a relatively IRROPs free day so far. My guess is when you access the feature it Apple basic info to DL from DL app which includes your status information, and you probably go in a queue based on that. Actually, I wouldn't be surprised if this integrates with whatever support software they use to handle all their other social media requests.

jdrtravel Jun 28, 19 7:55 am


Originally Posted by Zorak (Post 31247724)
Looks new:


The new mobile assist tool is being rolled out in phases to some customers this summer to test preferences and demand, and is slated to be integrated into the Fly Delta app for all customers this fall."

Nice. I am flying today, I will try to find a reason to use it even just to test it out. Glad I am part of a test group.

SSF556 Jun 28, 19 7:57 am

Looks like this is a virtual assistant...but it does give you the option to pick "representative". My conversation was queued for about 5 minutes and I got a human. I confirmed that this is an alternate to Twitter. Also the message shows up in iMessage on my phone so I can access future conversations via that service.

jdrtravel Jun 28, 19 8:08 am


Originally Posted by SSF556 (Post 31248703)
Looks like this is a virtual assistant...but it does give you the option to pick "representative". .

Oh really? That's not great. Curious: Do you have medallion status? And did they already know who you are or did you have to provide identifying info?

I'm wondering if Medallions will get virtual assistant or go directly to agent like with the phone line?

jdrtravel Jun 28, 19 8:14 am

Just decided to try it by checking flight status. It's virtual assistant, at least for GM, at least to start with:

https://cimg1.ibsrv.net/gimg/www.fly...196ad5dcfc.jpg

SSF556 Jun 28, 19 8:28 am


Originally Posted by jdrtravel (Post 31248720)
Oh really? That's not great. Curious: Do you have medallion status? And did they already know who you are or did you have to provide identifying info?

I'm wondering if Medallions will get virtual assistant or go directly to agent like with the phone line?

PM and they knew who I was...I have had good luck with Twitter response. I have a co worker who is Gold and his Twitter experiences are long and delayed. I guarantee they are placing people into a response time bases on status

Zorak Jun 28, 19 8:43 am


Originally Posted by rucksack (Post 31247811)
Apple's Business Chat feature is proprietary to iOS. I'd expect Android will be supported (as it is already) via web-based chat on the Need Help page.

Obviously I don't expect Android to be supported using a proprietary Apple protocol, but it's conceivable they could use an alternative chat system for Android. Maybe not likely by the "this fall" timeframe, granted, but... :p

dlflyer00 Jun 28, 19 11:10 pm

Bizarrely, if you tell it that its automated response is wrong, itís unable to connect you to a representative at night ó it says someone will respond in the morning. Not sure how they staff Twitter but not this.

ryw Jun 29, 19 10:42 am


Originally Posted by SSF556 (Post 31248782)
PM and they knew who I was...I have had good luck with Twitter response. I have a co worker who is Gold and his Twitter experiences are long and delayed. I guarantee they are placing people into a response time bases on status

FO here, I suspect this is true, though I only have my limited experience to go on. My twitter account is linked with my skymiles account, but the last time I used it (on a non-IRROPS day) it took about 30-40 minutes for an initial response. The time before that (during a period of IRROPS generally but not for my flight) I sent in a message at 6 or 7pm and it didnít get a response until the next morning. Will be interesting to see what the response time is like for the new service based on different status levels

jalm1 Jul 8, 19 2:36 pm

Glad to see this rolling out. Sadly, i haven't seen it hit my app yet. Seems to me that this may be easier than twitter, but maybe its no difference.

SDQBound Jul 8, 19 2:49 pm

I used it and got a response in less than 5 minutes. By far quicker and more efficient than twitter.


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