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Sending Active WhatsApp Messages on the Desk App

  • Updated

Index:

  1. Submission flow in Desk App
  2. Which variables can be edited?
  3. Receiving response from the customer
  4. Supplementary document

Submission flow in Desk App

After the necessary configurations explained above, sending active messages will be available on the Desk App.

To make a new submission, click the submit button “Active message”. The button will only be displayed if the attendant has the status “online”.

On the screen that will open, the first step that must be taken is to choose the message template. You can use the search fields by model name or filter the list by language and chatbot. Before proceeding, you can also access the preview of the message template by clicking “View full model”.

The next step is to choose a message recipient. You can choose an existing contact by searching for their name, or adding a new contact by phone number.

After entering this information, click the “Continue”.

 

The last step is to edit the message template variable fields. At this stage, you can replace the variables to personalize the message.

Which variables can be edited?

  • Text: Opens a field for the user to enter free text. When finished, the variable is replaced with the entered text.
  • Media (image, video and document): Opens a field for the user to enter the URL of the media corresponding to that variable (example: if the variable is video, only the URL of a video will be accepted). When complete, a preview of the media is uploaded to the designated location.

After completing the filling, click on the “To send”. A success confirmation should appear at the bottom of the screen.

The customer will not receive the active message if they have an open ticket, that is, if the customer is waiting for service or undergoing service.

 

Receiving response from the customer

The active message will be sent to the customer's WhatsApp number and will wait for a response. When this customer responds, a ticket will be opened for this new conversation started and will be directed to the list of ongoing services of the agent who triggered the message. Thus, the same person who sent the first message will be the one who will continue to serve this customer. If the agent is offline, invisible or the chatbot does not have direct transfer enabled, the ticket will be waiting in the queue exclusively for that specific agent.

From that moment on, customer and attendant can exchange messages as normal as Blip Desk operates.

Observation: If the notification is made and the customer does not respond within 24 hours, the direct referral to the attendant will expire and, therefore, the service rules will apply.

 

Viewing the status of Active Messages sent in the Desk App

To monitor the evolution of a contact made with the customer after sending an active message, within Blip Desk, above the ticket listing, a new tab called “Sent”. In this tab, all shipments made by the attendant will be recorded. As soon as the active message is responded to, this shot will become a ticket and will move from the “Sent" for "In progress".

Additionally, you will be able to view the status of the last message sent to a customer:

  • Sending: Displayed after the active message is triggered.
  • Sent: Displayed after processing the sending of the active message.
  • Delivered:Displayed after delivering the active message to the recipient.
  • Read: Displayed after the recipient reads the active message.
  • Failure: Displayed after sending the active message failed.
  • Expired: Displayed after the 24-hour window for every active message sent that has no response interaction from the recipient within this window.

Important: After the 24-hour window, the tab triggers “Active Messages”, as well as their status, will be visible for another 48 hours on Blip Desk.

Important: If you have access to the portal, you will also be able to monitor the status of active messages sent through the Growth menu. The information will be available in the Active Messages section.

 

Supplementary document

 

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