[Extension] How to edit contact information during a Blip Desk service

1. Introduction

2. Features

3. Installation and configuration

4. How to edit a contact in Blip Desk

5. Points to note

6. Support

Brief description: Edit the contact's name, phone number, email address, city, document, and extra values without leaving the Blip Desk service screen.

Introduction

Blip Desk does not allow you to edit a contact's information during a service. When an agent discovers an updated phone number or a different email address in the middle of a conversation, the information is lost or becomes rework for another team. The Contact Editor extension (listed in the Blip Store as Blip Desk Contact Editor) solves this problem: the agent can edit, add, and remove contact information directly in the service panel.

For example, during a WhatsApp conversation, the customer provides a new phone number. The agent opens the contact information panel, corrects the Phone field, and saves it without switching screens or relying on another process. It is a paid extension developed and maintained by Wiv.

Features

• Editing the contact's registration information during a service in Blip Desk: Name, Email, Phone, City, and Document.

• Adding custom extra values to the contact for information without a native field, such as customer segment, contract number, or channel preference.

• Deleting existing extra values.

Supported across all service channels available in Blip Desk.

Installation and configuration

Installation has two parts: activating the extension in the service bot and installing the browser extension on each machine that will use the feature.

Activate the extension in the service bot

1. Log in to Blip and open the Contact Editor in the Blip Store page.

2. Install the extension in the service bot your team uses in Blip Desk.

3. On the extension configuration screen, click Activate extension. The extension is enabled for this bot, and the connection to the browser extension is prepared.

Install the extension in the browser

4. Click Open Chrome Web Store. The browser extension page opens in a new tab.

5. Click Use in Chrome to add the extension to the browser.

6. Return to Blip Desk, refresh the page, and open a service. The edit button appears in the contact information panel.

Attention: each agent who will use the feature must install the extension in their own browser. It is available for Chrome, Edge, Brave, and Opera.

How to edit a contact in Blip Desk

With the extension activated in the bot and installed in the browser, follow the steps below.

1. In Blip Desk, open an active service. In the contact information panel, click the edit button (pencil icon). The edit screen opens with the contact's fields.

2. Edit the available fields: Name, Email, Phone, City, and Document.

3. Click the confirmation button (checkmark icon) to save. The message "Contact updated successfully" appears, and the contact information is updated. To discard the changes, click the cancel button (X icon).

Note: when the service bot is connected to a Router, the change is also applied to the Router contact, keeping the information consistent between the two.

Adding and removing extra values

In addition to the standard fields, you can record any relevant information as an extra value, which is useful for business data that is not included in the native fields.

1. With the edit screen open, locate the Add a new extra value field.

2. Enter the name of the extra value and click the add button (+ icon). A new Extra - [name] field appears in the list.

3. Enter the value and click the confirmation button to save. The extra value is linked to the contact.

To remove an extra value, click the delete button (trash can icon) next to the field and save.

Points to note

• After installing the extension in the browser, refresh the Blip Desk page so that the edit panel loads.

• Changes are applied to the contact in Blip and may affect flows, integrations, segments, and broadcasts that use this information.

• The Phone field is used to identify the contact. Keep the correct format, including the country code and area code.

• Before deleting or changing an extra value, make sure it is not used as a variable in flows, reports, or integrations.

• Instruct agents to change only information confirmed by the customer, avoiding duplicate or incorrect data.

Support

If you have questions or encounter any issues with the extension, contact us 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 in our support channel 😃