How to update your service flow to the 3.0 human service block version – Blip | Blip Help

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Learn in this step-by-step tutorial how to update your service flow to the 3.0 human service block version. A new version was created that corrects the critical points of the current version, 2.0, exemplified below, as well as opening up a range of new features in the human service block available for later implementation

What is the human service block?

The human service block (BAH) is responsible for transferring customer service. This functionality is available in the 'builder' Menu, in the creation of service flows. To add it, just add a new block. We recommend reading other articles available on the Help Center about creating flows or help from our support for any questions.

How to upgrade to human attendance block version 3.0

If you already have a flow defined, a manual action is required to upgrade to version 3.0.

To upgrade to the 3.0 human service block version, you will need:

1 - Locate the human service block.

Stay tuned: In this step, it is important to check all the human service blocks present in your flow. If there is more than one, repeat the procedure for the others;

2 - Click with the right button on the block;

3 - Click on the 'update' option;

4 - Publish flow (it is possible to test the bot version before going up to production).

Extra: in attendance block 3.0 it is also possible to add an exit condition to check the unavailability of attendants. Furthermore, in General Settings, in the Attendance menu, it is possible to activate this check by queue.

Pay attention: depending on the structure of your flow, after updating the human service block, you will have to reorder some output conditions, for example: time and availability validations may be running in other builder boxes, choosing to update and use the validations of the human service box these other validations can be removed (bots created from the human template usually have these validations).

In-stream checks after upgrade

After updating the service block, maybe your flow fits into some of these conditions or specific uses, here are some corrections that we suggest you make:

Any reference to the helpdeskhasticket variable must be removed from the flow as it is no longer used by the new helpdesk.
For example, if it is in an exit condition, it must be removed and, if necessary, the flow must be refactored. If this (or others) is maintained, it is possible that the contact leaves the human service box;
Any condition met in the exit conditions (for example 'input equal to #exit') will make the contact leave the human service block, if this occurs the ticket will be finalized as 'Finished by the Customer';
If you use a ticket closing command in your flow (executed after leaving the desk block), it will no longer be necessary, since the desk block itself will close the ticket when the user leaves it;
Ticket closed by the customer does not generate input.content with the ticket, as in the cases of 'Closed by Attendant' and 'Closed due to Customer Inactivity'. If it is necessary to obtain ticket information, it is recommended to do so from command. Learn how in this post “How to get a ticket closed by the bot flow”.

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