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[Extensions] Keeping customer conversations accessible with Permanent History

  • Updated

  1. Introduction

  2. Features

  3. Installation and configuration

  4. User guide

  5. Support


With Permanent History | Standard, you can view and search your customers' entire conversation history beyond the 90-day limit. Locate interactions using contact information and specific terms to optimize service in Blip. 
Keywords: Conversation history, Message search, Blip service, data, Blip Extension, Contact management

 

Introduction

With the Permanent History | Standard extension, you can view your customers' entire conversation history. Whenever you need to, simply search using various types of data to find the conversation you want.

As an example of how it works, imagine needing to access an old conversation with a contact, whether to revisit a potential sale, identify failures in the team's communication process, notice trends and patterns, or for several other reasons. Best of all, you can search these conversations by name, phone number, identity, document, gender, city, and email, increasing your chances of finding the conversation you want.
 

Features

The extension was created to make searching for conversations easier and viewing history older than 90 days more dynamic, ensuring that you can always go back, no matter how much time has passed since the interaction.

The following features are offered:

  • View a user's entire conversation history;

  • Search for contacts by name;

  • Search for contacts by phone number;

  • Search for contacts by identity;

  • Search for contacts by document;

  • Search for contacts by gender;

  • Search for contacts by city;

  • Search for contacts by email;

  • Search for messages in a conversation.

 

Installation and configuration

To use the Permanent History | Standard extension, you need to access the contract where you want to install it and then access the Router bot. Once this is done, navigate to the extensions section, which will open the Blip Store, and search for “Permanent History | Standard.” Once you find it, you need to activate and install it.

After it is activated, installed, and the terms have been accepted, the extension will begin synchronizing and retrieve all conversations that are still saved in Blip. In other words, conversations from within the 90-day period.
If it is uninstalled, all history stored in the extension is automatically deleted from the extension. Therefore, no data will be kept. If it is reinstalled, none of the previous data will be recovered.

 

User guide

Any user with access to the contract and the Router bot can perform all of the extension's functions. Once the extension is installed, users with the appropriate access can use it as soon as they launch it. It is worth noting that the first time it is accessed, after accepting the terms, as indicated in the previous section, the process of synchronizing conversations saved on the platform begins, as shown below:

 

To use it, simply follow the steps below:

  1. Access the router;

  2. Click the three dots and select the extension, as shown in the image:

  3. When you enter the extension, wait for synchronization and then click the search bar. After that, enter what you want to search for.

Remember that you can search in 6 ways: by name, phone number, email, gender, document, identity, and city.

  1. After entering your search, click the magnifying glass icon, and everything matching what you entered will appear.

Example of a search by name:

Example of a search by phone number:

  1. After finding the contact you want, click it. You can then browse the entire conversation history, which will appear on the right side of your screen.

If you want to search for something even more specific in the conversation, that is also possible. Follow the steps below:

  1. While in the contact's conversation, click the magnifying glass to the right of the contact's name to search for the keyword related to the subject.

  1. When you click it, a search box will appear, as shown below:

  1. Enter the message/term you want to search for, and the search will be performed dynamically and in real time.

Right after the search, the number of times that word appears in the conversation will be displayed, and you can navigate through the results intuitively by clicking the up arrow (to move up in the conversation) or the down arrow (to move down in the conversation). The terms found will be highlighted in blue around them.

 

Support

The extension is divided into two plans, differentiated by the volume of contact data and messages available for viewing:

  • Standard Plan: Includes up to 27,000 contacts or 600,000 messages. When these limits are reached, the extension stops real-time updates, keeping previously saved data until an upgrade to the advanced version **Permanent History Premium is completed and the search is performed.

  • Premium Plan: Includes up to 60,000 contacts or 1,500,000 messages. If the volume exceeds this limit, contact SharkDev through the communication channels listed below.

If you have questions or encounter a problem with the extension, contact us by email at suporte@sharkdev.com.br or at +55 (35) 99148-3887 

 

Need more help? Explore our content on Blip Academy or Blip Community, watch tutorials on our YouTube channel or get answers to your questions through our support channel 😃

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