Service History for Agents, on Blip Desk

Index:

1. What is the service history for?
2. How to enable and grant permission for the Service History on Blip Desk?
3. What information is available in the Service History?
4. Sending Active Messages from the Interaction History

What is the service history for?

The Service History was launched to enhance the experience of agents and optimize the customer service process on Blip Desk. In addition to assisting the agent in having more customer information, this feature also speeds up contact resumption, given the new flow of active message triggering from the contact. 

How to enable and grant permission for the Service History on Blip Desk?

To allow agents to access and explore the service history, it is necessary to configure the feature on Blip Desk in 2 steps:

1. Enable History in ‘General Settings’:

• Access the Blip Portal and go to the 'Service' tab.
• Navigate to the 'General Settings' menu.
• Locate the option 'Enable consultation of service histories in Blip Desk' and enable it.

2. Grant permissions to agents:

• Still in the 'Service' tab, access the 'Agents' menu.
• Select which agents will have access to the Service History.

Note: to grant permission to multiple agents, simply make the selection en masse, using the selection boxes and edit from single selection.

By following these steps, the History will be available on Blip Desk for authorized agents.

What information is available in the Service History?

To view the history of interactions carried out on Blip Desk, agents must access the 'Contacts' menu in the sidebar. Here are the available details:

• Search and sorting:

Agents can search by the contact's name, email, or phone number.

They can also sort the contacts by the last interaction, in addition to the alphabetical order that is already defined.

• Access to ticket histories:

The displayed contacts list will include all the contacts with whom the agent has interacted in the last 90 days. When selecting a contact from the list, the agent will have access to the bots and tickets associated with that contact, all from the mentioned period above.

Note: Tickets from other agents are also visible but only in the bots where the agent has access, ensuring security and enabling collaboration among agents to explore tickets related to the same contact, all within the last 90 days.

• Ticket details:

When selecting a ticket, information such as service data, ticket source, service time, and tags are displayed.

• Contact Information:

Under the 'Contact' tab, you'll find the registered details from the last interaction, as well as comments from all agents who have previously handled that contact.

Sending Active Messages from the Interaction History

It's possible to start a new conversation or resume an interaction from the Contact History. However, it's important to ensure that everything is properly configured to send an active message. Follow the steps below:

1. Select a contact.
2. Choose a ticket.
3. At the bottom of the conversation, if enabled for the agent, the option to send an active message will be available.

For more information, visit the discussion on the subject at our community or videos on our channel. 😃