[BETA] New Workflow for Sending Active WhatsApp Messages on Blip Desk December 17, 2024 13:15 Updated Index: Contextualization Prerequisites How to configure sending active messages on Blip Desk How to validate if the configurations were successfully completed Prioritization of tickets originated from active messages on Blip Desk Permissions Sending flow on Blip Desk Active Message Scheduling in Blip Desk Receiving customer response Viewing the status of active messages sent on Blip Desk General status of active messages Reasons for sending failures Multi-Routers in the Sending of Active Messages This update is available only to beta customers Contextualization Blip Desk allows initiating conversations with customers by sending active messages on WhatsApp, done directly by agents and salespeople. This functionality is available for individual or multiple numbers, respecting the limit of 15 contacts per send. For mass sends, we recommend using the existing tool on the Blip Portal on the "Growth" page. Prerequisites It is necessary to have a chatbot published in the builder with the WhatsApp channel configured or a router (the router must also have a WhatsApp channel configured) to which the builder chatbot will point. Active messages are sent using only message templates pre-approved by WhatsApp. Therefore, it is necessary to register and approve these templates before using the functionality. Understand what these message templates are here and learn how to create and approve them here. Important: If using a router bot, both the service bot and the router bot need to be under the same contract. How to configure sending active messages on Blip Desk Log in to the Blip portal and go to the "Service" page of your chatbot. In the side menu, click on "General Settings". On the page that will be displayed, enable the sending of active messages. Then, a modal will open with the pending requirements. Click "Got it" to close the modal. Before using the functionality, it will be necessary to: 1. Indicate router ID If the bot where the human service is does not have the active WhatsApp channel and uses the WhatsApp router, you need to configure it in the service bot by indicating the router bot. Below the button to enable the feature, in the "Indicate Router ID" box, add the router ID in the field on the right and click "Save". After validating the ID, the device will signal that the router has been configured correctly by changing its color to blue. Important: If the chatbot does not belong to an active contract, it will not be possible to indicate a router. To find the router ID, go to the "Home" of your router bot. At the top left of the screen, next to the avatar, you will find this information preceded by "Id:" If the bot with human service does not use the WhatsApp router, just proceed to the next step. 2. Search pattern configuration You can choose to search for contacts (referring to where this search will be conducted) by router and/or chatbot. It is possible to configure more than one option as the contact search standard. It is also important to note that the search may be slow depending on the chosen standard. Save the information before proceeding. 3. Return flow This property refers to the service blocks created in your chatbot's flow in the Builder. The selected return flow will be the point where your customer will be directed after responding to the active message sent. In addition to the service blocks, it is possible to direct the return of the active message to another block in the flow, whether new or existing, making the customer go through the bot's flow or part of it after the send is made within Blip Desk. In this case, it is important to note that, depending on the user's action, if there is an overflow, this action will always consider the rules defined in "Service Rules". Learn how to configure the return to a block in the bot's flow here. If the bot is developed in SDK, no return flow will be displayed on the screen, making it impossible to use the feature, as the bot needs to be published in the builder. Important: Return flow update. If a notification about the return flow being outdated for one or more templates is displayed at the top of the screen in the "Message Templates" section, meaning that a return block was removed from the builder, an update is required for active message sending to proceed normally. You can check which templates need updating through the red icon visible on the message template. The update can be done individually by clicking on the pencil icon on the right side of the screen and choosing a new return flow. It is also possible to update in bulk. Just click on the "Update" option visible at the top of the screen (next to the notification about the outdated return flow). In the modal that opens, choose the new return flow that will receive the direction of all outdated message templates. Click the "Update" button to finish. 4. Message Templates In addition, it is necessary to configure the message templates before initiating sends in Blip Desk. On the "Support" page, click on the "Message Templates" section in the sidebar. On this page, you will need to choose which message templates created and approved in your chatbot will be enabled for sending via Blip Desk. Important: It is not possible to enable the message templates before completing the previous step (return flow configuration). Additionally, message templates are created and approved according to WhatsApp rules, so they cannot be edited. (learn more) How to validate if the configurations were successfully completed To check if the configurations were completed, go to "General Settings" on the "Support" page, where a modal will open with a list of completed or pending requirements. Click "Understood" to close the modal. Additionally, a banner will be displayed below the button to enable the feature indicating that "Active message sending is enabled and ready to use". If any of the configurations mentioned above have any inconsistencies, the following message will be displayed: "Your chatbot does not meet all the necessary requirements for operation, but it will only be possible to enable it by meeting them". Click "Check requirements" or see more details below: WhatsApp channel connected to the chatbot (Learn more) Human service flow configured (Learn more) Message template registered for the WhatsApp Channel (Learn more) Message template enabled for Blip Desk (Learn more) Prioritization of tickets originated from active messages on Blip Desk It is possible to set the highest priority for tickets originated from active messages sent via Blip Desk. The prioritization works as follows: once the configuration is enabled, as soon as the customer replies to an active message, the ticket opened in the bot will have its priority set to maximum, meaning it will have the highest priority over the existing prioritization rules (Low, Medium, and High), and it will be delivered first to the agent. To configure this functionality, follow the steps below: Access the bot you want to enable the configuration for; Click on the “Support” menu; Then click on "General Settings" in the sidebar; In the "Active Message Sending" section, enable the option "Set highest priority for tickets originated from active messages sent via Desk". With this, all tickets originated from active messages sent via Blip Desk will have their priority set to maximum. Check how this information will be displayed on the monitoring screen: Permissions Once the active messages feature is enabled, the users registered in the bot, except for the manager, will remain without access to the feature and unable to actively send messages. It is very important that permission for the feature is granted from its activation. Through permissioning, the manager can indicate which users will be able to send active messages in Blip Desk. To enable the use of the feature for one or more users, on the “Support” page of the chatbot configured for active message sending, click on the "Agents" section. You can set permissions individually by clicking on the permissioning icon next to the agent's name (icon to the right of the screen between the Edit Queue and Remove Agent options). On the next page, enable the feature by clicking the "Active Message Sending" button. Mass permissioning is also allowed. To do this, on the "Support" page, in the "Agents" section, click on the checkbox in front of the agents' names and then on the permissioning icon, visible once the selection is made, at the top above the list of agents (between the Edit Queue and Remove Agent options). On the next page, enable the feature by clicking the "Active Message Sending" button. Sending flow on Blip Desk After the necessary settings explained above, sending active messages will be available on Blip Desk. To send, click on the "Active message" on the “Conversations” page. You can also use the icon in the sidebar and on the next page, click on the “To send”. On the screen that will open, the first step that must be taken is to choose one or more recipient(s). Contact research can be done using a chatbot and/or by type of information (name, telephone number and email). You can choose an existing contact in the chatbot or enter the phone number of a new contact. Important: When choosing to add a new contact, situations such as: 1. The data entered is not registered in the bot In this case, the salesperson or attendant will be able to trigger the active message with or without the contact's name. If you choose to enter the contact's name, this information will be automatically recorded in the bot. 2. The data entered is from an existing contact, but does not have a name attached In this case, the seller or customer service agent will have the option to include the contact's name in the sending flow, which will be automatically recorded and updated in the bot. It is also possible to continue triggering the active message without including the name. 3. The data entered is from an existing contact with the name of the contact linked If this occurs, it will not be possible to change the contact's name in the sending flow, but the active message can be triggered normally. After selecting the contacts, click on the "Continue". Remembering that it is possible to send the same message to multiple numbers, respecting the limit of 15 contacts per message. The variables will be the same for all selected contacts. You can also remove contacts from the list individually by clicking the “Remover” next to the number you want to delete, or perform the action in bulk by clicking the “To clean selection”. If you prefer to cancel the sending flow, just click the “Cancel”. The next step is to choose the message template. You can use the search fields by model name or filter by language. It is also possible to favorite the templates, making it easier to select models during this step. Before proceeding, you can view the preview of the message template in the right corner of the screen. After selecting a message template, click "Continue". LINK DO GIF The next step is to edit the message template variable fields. The variables will be the same for all contacts selected in the first step. After completing the filling, click on the "To send". A confirmation of success should appear in the bottom left corner of the screen. The customer will not receive the active message if there is an open ticket, that is, if the customer is in service or waiting for service. Active Message Scheduling in Blip Desk Thinking about salespeople's performance, it will now be possible to schedule active messages through Blip Desk. If the salesperson becomes unavailable, scheduling will ensure communication continuity, avoiding friction with the customer. To schedule a message, during the third step of the sending flow (Review Content), click on the calendar icon at the bottom right of the screen (next to the Send button). A popup will then appear with two fields to fill in: date and time. Once completed, click Schedule. The configured date and time will be displayed in the final step of the sending flow at the bottom of the screen. Click Send to confirm the scheduling. If you wish to cancel the active message schedule, click the calendar icon at the bottom right of the screen (next to the Send button) again. When clicked, the scheduling popup will reappear, and a Cancel button will show. Simply click it, and the scheduling will be canceled. Receiving customer response The active message will be sent to the customer's WhatsApp number and will await a response on the "Active Messages" page. When the customer replies, a ticket will be opened for this new conversation and will be directed to the agent's ongoing conversations list on the "Chats" page who sent the message. Thus, the same person who sent the first message will continue handling this customer. If the agent is offline, invisible, or the direct transfer is not enabled on the chatbot, the ticket will wait in the queue until the agent comes online. From this point onward, the customer and agent can exchange messages normally following the regular operation of Blip Desk. Note: If a notification is sent and the customer does not respond within 24 hours, the ticket will expire, and therefore, the standard rules of handling will apply. Viewing the status of active messages sent on Blip Desk To track the progress of a contact made with the customer, a new screen will be displayed on Blip Desk once an active message is sent. On the left side of the screen, all messages sent by the agent will be recorded. Once the active message is responded to, this dispatch will become a ticket and move from the "Active Messages" page to the "Chats" page. Additionally, it will be possible to view the status of the last message sent to a customer: Sending - Displayed after the active message is sent. 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. Failed - Displayed after a failure to send the active message. Expired - Displayed after the 24-hour window for any active message sent without any recipient response interaction within this window. Important: After the 24-hour window, dispatches from the "Active Messages" tab, as well as their statuses, will remain visible for an additional 48 hours in Blip Desk. If you have access to the portal, you can also monitor the status of active messages sent through the Growth menu. Information will be available in the "Active Messages" section. General status of active messages Through the General Status Panel of Active Messages, you can monitor the indicators of active messages that have been sent and not yet responded to in the last 72 hours (after 24 hours without user responses, the message is considered expired and will be accounted for by the panel's indicators for an additional 48 hours, totaling 72 hours). This is an important tool for analyzing the progression of active communications made by Blip Desk until they are responded to. How is counting done in the General Status Panel of active messages? Each card displayed in the Active Messages tab refers to a unique contact and displays the status of the last message sent to that customer. In the General Status Panel, you will find indicators for each message that has not yet been responded to and therefore has not turned into a ticket on the "Chats" page. But how does this work in practice? For example, if a message is sent to a customer and they do not respond within the 24-hour window, the panel will display "1 expired message". If another message is sent to the same customer within the following 24 hours, in addition to the expired message indicator, the panel will also display "1 sent message". Thus, two indicators with different statuses corresponding to the messages sent to this customer will be displayed. It's important to note that the General Status Panel only displays message indicators up to 48 hours after they have expired and also does not count responded messages, as they turn into tickets. Important: The General Status Panel provides clarity on the process that an active message undergoes from the moment it is sent until it is delivered, read, or expired. When sending a message, your message will be counted in the first "Sending" indicator. Once there is a status change, the message will no longer be counted in the previous indicator but in the current one. Reasons for sending failures To ensure more efficient communication with your customers, you can view the reasons why your messages were not sent, identify the problem, and, when possible, resolve it quickly. To check the reason for the failure of an Active Message sent in Blip Desk, click on the contact card you wish to analyze. You can check the reason for the failure of the last dispatch and also of previous ones, if applicable. Next, in the center of the screen, the names of the sent message templates will be displayed. Note that when there is a failure, a red icon will be displayed next to the template title and below it, the message "Failed to send message". Click on the icon. A modal will be displayed specifying the reason for the failure. Check the main reasons for failures: Processing time exceeded - Unable to send the message. Please try again and if the error persists, contact support. Failed to connect to WhatsApp channel - Unable to send the message. Please contact Blip support before trying again. Review message content - Unable to send the message. Some fields were not filled correctly. Review message content - Unable to send the message. Some fields were not filled correctly. Message sending failure - Unable to send the message. Please try again and if the error persists, contact support. This contact is already being handled - The contact already has a ticket in progress in this chatbot. You can try again later. Multi-Routers in the Sending of Active Messages If the brand has a single flow but more than one router linked to the builder, this improvement will allow both routers to be configured when enabling the active messaging feature.In the new active messaging sending flow, the option to choose the router occurs in the final step. By clicking on the number information, it is possible to select the desired number. To enable this, it is necessary for Active Messaging Sending to be enabled and configured in your Smart Contact. When specifying the router ID, simply add all the desired IDs. For more information, visit the discussion on this topic in our community or watch videos on our channel.😃 3e16a595-7de3-45ef-96bc-6fab539cb266 2 KB Download 57a40806-5e64-4440-a860-9b576b925d9a 2 KB Download Related articles Sending WhatsApp Active Messages on Blip Desk Active WhatsApp Messages in Blip Desk: Return to a Bot Flow Block How to Create and Approve a Message Template in WhatsApp Active Messages - Error Codes Activation of Additional Numbers on Blip - WhatsApp Embedded SignUp
Active Message Scheduling in Blip Desk Thinking about salespeople's performance, it will now be possible to schedule active messages through Blip Desk. If the salesperson becomes unavailable, scheduling will ensure communication continuity, avoiding friction with the customer. To schedule a message, during the third step of the sending flow (Review Content), click on the calendar icon at the bottom right of the screen (next to the Send button). A popup will then appear with two fields to fill in: date and time. Once completed, click Schedule. The configured date and time will be displayed in the final step of the sending flow at the bottom of the screen. Click Send to confirm the scheduling. If you wish to cancel the active message schedule, click the calendar icon at the bottom right of the screen (next to the Send button) again. When clicked, the scheduling popup will reappear, and a Cancel button will show. Simply click it, and the scheduling will be canceled.