ASIA Chatbot
Effective Date: 29th July, 2026
ASIA is now more than a chatbot that answers merchant questions. With the latest update, ASIA can help merchants check information and complete selected tasks directly from chat, making it easier to get things done and saving time on navigating the DOKU Dashboard.
ASIA is your Dashboard assistant helping answer your needs without having to read through documentation or submit a ticket to DOKU Care for every request.
The update includes transaction insights, settlement checks, payment method activation, automatic Care escalation, and faster responses, giving merchants a simpler and more efficient way to manage common payment-related tasks.
🔍 What’s New?
1. Transaction Assistance
Merchants can ask ASIA to help with transaction-related information, including:
Transaction details and payment status
Payment journey
GMV calculation
Payment method usage
For example:
“What payment method was used the most in the last 7 days?”
Also available on DOKU Agentic Payment
2. Settlement Assistance
ASIA can help merchants check:
Settlement status
Whether a settlement is pending or completed
Settlement date
Merchants can also ask ASIA to check the settlement status of specific transactions.
Also available on DOKU Agentic Payment
3. Payment Method Activation
Merchants can activate available payment methods directly through chat.
For example:
“I want to activate QRIS.”
Instead of navigating to Settings → Service, merchants can simply ask ASIA to help with the activation.
4. Automatic Care Escalation
If ASIA cannot resolve a merchant's issue, it can automatically create a Freshdesk ticket and escalate the case to the Care team.
This means merchants no longer need to manually submit a form or send an email to create a support ticket.
5. Smarter & Faster Responses
ASIA's knowledge base has been updated with the latest product and operational information, improving response accuracy.
Average response time has also improved from approximately 9 seconds to 5–6 seconds.
💡 Why It Matters
Previously, merchants needed to navigate different Dashboard menus or contact the Care team for certain requests.
With the latest ASIA update, merchants can get information and complete selected tasks through one conversational interface, making common interactions faster and easier. with key benefits:
Less navigation: get help directly from chat
Faster information access: quickly check transactions and settlements
Simpler activation: activate available payment methods through chat
Seamless support: unresolved issues can be automatically escalated to Care
Faster responses: improved knowledge base and response time
🚀 How It Works
ASIA uses MCP Server to connect its conversational experience with selected DOKU capabilities, including Transaction and Settlement. This enables merchants to retrieve relevant transaction and settlement information directly through their conversations with ASIA. This allows ASIA to go beyond answering questions and retrieve information or perform selected actions based on the merchant's request.
🔄 Before
Merchants typically need to:
Open ASIA the DOKU Dashboard.
Using chatbot for only general questions.
If ask for action realted, navigate to the relevant menu.
Search for transaction or settlement information.
Go to Settings → Service to manage payment methods.
Contact Care manually if they need further assistance.
🆕 After
Merchants can simply:
Open ASIA from the DOKU Dashboard.
Ask a question or request an action.
ASIA retrieves the relevant information or performs the available action.
If ASIA cannot resolve the issue, a Freshdesk ticket is automatically created and escalated to Care.
💼 Key Features
Transaction details and payment status
Payment journey insights
GMV calculation
Payment method usage insights
Settlement status and settlement date
Payment method activation through chat
Automatic Freshdesk ticket creation
Automatic escalation to the Care team
Updated knowledge base
Faster average response time of 5–6 seconds
📌 Key Details
Payment method activation is available for payment methods that can be activated through ASIA.
If ASIA cannot resolve an issue, the conversation can be escalated to the Care team through Freshdesk.
ASIA is available on the DOKU Dashboard across supported environments.
⚠️ Important Notes
ASIA's capabilities will continue to expand. Additional tools and actions may be introduced in future updates, including potential support for other operational requests.
For now, merchants should use ASIA for supported transaction, settlement, payment method, and support-related requests.
For assistance, contact our Care Team at care@doku.com or (021) 1500963.
Thank you and best regards, DOKU Product Team
Last updated