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Blip Calls: Making Calls in Desk

  • Updated

Index
1. What is Blip Calls for?
2.Setting Up First Use
3. Agents: Using Calls in Desk

The feature is only available for companies participating in the Beta. If you are interested in contracting Blip Calls, please contact your account manager.

 

What is Blip Calls for?

Blip Calls is an additional feature for Blip customers that allows businesses to manage and make voice calls directly through the platform. By integrating directly with WhatsApp, Blip Calls offers an efficient solution for direct communication, complementing message-based interactions and providing a more comprehensive and versatile customer service experience.



 

Configuring the first use

After purchasing the product, to start using it, you first need to enable the feature in the Contract Panel and then activate the feature in the operation.

 

a) Enabling the feature in the Contract Panel:

Access the Control Panel:

  • Log in to the platform.
  • Navigate to the "Control Panel".

Access Blip Calls:

  • In the 'Features' section, click on the 'Blip Calls' option.



  1. Enable Blip Calls on the desired bots:

  • On the screen that opens, you will see a list of all the bots associated with the contract.
  • Enable Blip Calls on the desired bots.

In this list, columns will appear with the following information:

  • Bot Name: Displays the name and image of the bot.
  • Phone: Unique phone number associated with the bot.
  • Call permission request: This will allow WhatsApp to request users for active call permission after a call initiated by the user.

Note: We recommend that this option be disabled, as the call icon allows users to call even without interacting with the bot or attendant, resulting in a high volume of unqualified calls. If disabled, the customer will only be able to call the company when the attendant requests the call through a message.

 

b) Activating the functionality in the operation:
1. Activate the general setting in the bot:

  • Select a bot where Blip Calls has been enabled.
  • Go to the "Service" menu.
  • Navigate to 'General settings'.
  • Enable the 'Receive calls' option, which will allow the Desk to make calls.

2. Allow certain agents to make calls:

  • Still in the "Service" menu, navigate to the 'Agents' option.
  • Select the agents and click the icon to edit permissions.
  • When the list of available permissions opens, enable the "Receive calls" option.

That's it! After these configurations, the agent will have access to the functionalities of Blip Calls.

 

Agents: Using Calls in Desk

After the configuration steps mentioned in the previous section, authorized agents will be able to make calls in Blip Desk.

 

a) Inbound Calls

Prerequisites:

  • The ticket must be open, and the customer's contact details must be saved, including their phone number.

General flow of inbound call requests:

  • The customer will decide whether to authorize the call or not.

  • If authorized, the agent will be able to initiate the call.

  • The agent will have 7 days to initiate the call. If the user does not answer 4 consecutive times, the permission will be revoked by WhatsApp.

  • The customer's authorization is valid for 5 calls per day to that customer, following the rule above.

Customer responses:

  • The customer can call using the component sent by the agent, not call, or ignore the request.
  • The customer can change their response before the expiration of the call authorization request component sent by the agent.
  • The customer can revoke the authorization at any time in the WhatsApp app.

 

 

b) Call Recording and Transcription

At the end of each call, an audio recording of the conversation will be generated. This recording can be accessed at any time in the conversation history or in the call report. The audio can also be downloaded as a webm file.

 

 

 

c) Call Report

To track the metrics related to calls made through Desk, the Call Report is available for managers. This report can be accessed in the "Customer Service" tab of the platform.

Here you will find metrics such as:

  • Number of Calls
  • Attended vs Rejected Calls
  • Call Duration
  • Calls by Agent
  • Call Details: This table displays all calls made in the bot along with metadata, as well as options to download or play the recording and view the conversation history.




 

For more information, access the discussion on the topic in our community or watch the videos on our channel. 😃

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