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[Extension] How to handle Blip Desk tickets within HubSpot

  • Updated

  1. Introduction

  2. Features

  3. Prerequisites

  4. Installation and configuration

  5. How to handle a ticket

  6. Troubleshooting
  7. Support

 

Brief description: Handle Blip Desk tickets without leaving HubSpot: view queues, reply to contacts, transfer and finish tickets within the HubSpot Inbox.

 

Introduction

The HubSpot: Blip Desk Support extension embeds Blip Desk within HubSpot, allowing agents to reply to tickets without switching tabs. An agent who opens the HubSpot Inbox can see the Blip Desk queues, select a ticket from WhatsApp, reply to the contact and finish the ticket on the same screen.

The integration connects a HubSpot account to a Blip service bot through the Hub ID. Once activated, Blip Desk appears in the HubSpot Inbox with each contact’s data and conversation history.

 

Features

  • View tickets from the service queues the agent has access to

  • View the contact’s data and conversation history

  • Reply to and send messages to the contact through Blip Desk within HubSpot

  • Transfer the ticket to another queue or agent

  • Finish the ticket

Supported on the following channels: all channels available on the Blip platform.

 

Prerequisites

Before you begin, make sure you have:

  • An active Blip account and an active HubSpot account with the necessary permissions.

  • Access to the service bot (the chatbot configured with human support).

  • An agent user registered in Blip Desk and associated with the service queues they will operate.

  • Permission to install browser extensions on each agent’s browser.

 

Installation and configuration

Install the extension in Blip

Install the extension in the service bot, the chatbot responsible for human support.

  1. In the service bot, go to the Blip Store and open the HubSpot: Support on the Blip Store page.

Extensão HubSpot: Atendimento na página da Blip Store, com a descrição e o botão de teste grátis

  1. Click Start free trial. The extension will appear among the bot’s installed extensions.

  2. Open the extension to start configuring it.

Tela de configuração da extensão HubSpot: Atendimento aberta no bot, com o campo do ID da conta HubSpot

Find the Hub ID in HubSpot

  1. Sign in to your HubSpot account.

  2. In the upper-right corner, click the account name or profile icon. The Hub ID, also called the account ID, appears directly below Account and has about 8 digits.

Menu da conta HubSpot aberto no canto superior direito, com o Hub ID exibido abaixo do nome

  1. Copy the Hub ID to use when configuring the extension. If you have access to more than one account, confirm that the Hub ID belongs to the account you want to integrate.

Hub ID de oito dígitos em destaque na tela da conta do HubSpot, pronto para copiar

Note: The Hub ID identifies your HubSpot account. Keep it with your team and avoid sharing it publicly.

Enable the integration in Blip

  1. Return to the HubSpot: Support via Blip Desk extension installed in the bot.

  2. Enter the Hub ID in the HubSpot account ID field and verify the number.

  3. Click Enable. The integration will be linked to the HubSpot account you entered.

Campo ID da conta HubSpot preenchido e botão Ativar na tela da extensão

Install the Better Blip Desk extension in the browser

To view Blip Desk within HubSpot, each agent must install the Better Blip Desk browser extension in Google Chrome.

  1. In the extension you just activated, click Install extension. The browser store opens the Better Blip Desk page. Confirm the installation.

Página da extensão Better Blip Desk na loja do Chrome, com o botão de instalação

  1. Click the browser extensions icon, find Better Blip Desk and confirm that it is enabled.

  2. Refresh the HubSpot page.

Lista de extensões do navegador com a Better Blip Desk instalada e habilitada

Access Blip Desk in HubSpot

  1. Sign in to the HubSpot account linked to the entered Hub ID.

  2. In the main menu, go to CRM and then Inbox. In some versions of HubSpot, the option appears as Inbox and Help Desk.

Menu do HubSpot com o caminho CRM e Caixa de Entrada selecionado

  1. In the Inbox, select the Blip option.

Opção Blip disponível na barra da Caixa de Entrada do HubSpot

  1. On the access screen, sign in with your Blip user account and select the service bot.

Tela de acesso ao Blip Desk pedindo o usuário da Blip e a seleção do bot de atendimento

  1. Blip Desk loads within HubSpot.

Blip Desk carregado dentro da Caixa de Entrada do HubSpot

 

How to handle a ticket

In Blip Desk within HubSpot, the agent can see tickets from the queues they have access to.

  1. Select an available ticket.

  2. Click Handle.

  3. View the contact’s data and conversation history.

  4. Send messages normally through Blip Desk.

  5. When finished, finish the ticket or transfer the ticket.

Lista de tickets nas filas do Blip Desk exibida dentro do HubSpot

Conversa do contato aberta no Blip Desk dentro do HubSpot, com os dados e o histórico do contato

To validate the end-to-end integration, generate a ticket by sending a message to the bot’s channel and routing the conversation to human support. Open the HubSpot Inbox, select Blip, confirm that the ticket appears in the queue, click Handle, reply to the contact and finish the ticket.

 

Troubleshooting

If the Blip option does not appear in the HubSpot Inbox, confirm the Hub ID entered in the extension and check whether Better Blip Desk is installed and enabled in the browser. After installing or updating the browser extension, refresh the HubSpot page.

Attention: Ad blockers and company security policies may prevent Blip Desk from loading within HubSpot. Allow access to Blip Desk in the browser if the screen does not load.

 

Support

If you have questions or experience problems during installation, contact the Wiv support team at support@wiv.com.br.


 

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

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