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[Extension] How to display the agent's name in messages in Blip Desk

  • Updated

  1. Introduction

  2. Features

  3. Installation and configuration

  4. Support

 

Brief description: Display the agent's name at the beginning of each message sent through Blip Desk, so customers know who is responding and supervisors can track each agent's work through the conversation history itself.

 

Introduction

The Desk Agent Names in Message extension automatically adds the name of the person handling the conversation at the beginning of each message sent through Blip Desk. Customers can see who is responding at each moment of the conversation, making the interaction more personal, while supervisors can identify each agent's work by reading the text in the history itself.

For example, when agent Ana Souza replies to a ticket with "I'll check your order," the customer receives the message with her name in bold at the top, in the format [Ana Souza], followed by the text. During transfers, each new response displays the name of the agent responsible at that moment.

 

Features

  • Adds the agent's full name from their Blip account at the beginning of each text message sent, with no manual action required.

  • Formats the name according to the service channel, keeping it in bold when the channel supports it.

  • Shows the agent responsible for each exchange of messages, keeping the history clear for customers during transfers.

  • Allows supervisors to audit who handled each part of the conversation by reading the service text.

Supported on the following channels: all channels supported by Blip Desk.

 

Installation and configuration

The extension works in two parts: you activate it on the service bot, and each agent installs the browser extension. Both are required for the name to appear in messages.

Attention: activate the extension on a builder-type bot, the bot used for human service in Blip Desk. If you activate it on a Router, the extension will not work.

  1. In Blip Portal, open the service bot and access the Blip Store.

  2. Search for Desk Agent Names in Message or open the extension page in the Blip Store directly.

Resultado da busca por Desk Nome dos atendentes na mensagem na Blip Store

  1. Click Activate. The extension will apply to this bot, and a message will confirm that activation is complete.

Página da extensão na Blip Store com a mensagem de confirmação de ativação

  1. On the same page, click Open Chrome Web Store. The browser extension store opens on the Blip Desk extension page.

Página da extensão do Blip Desk na Chrome Web Store

  1. Install the extension in the browser and confirm the installation. It is available for Chrome, Edge, Brave, and Opera. Each agent must install the extension in their own browser. If the agent switches computers or browsers, install the extension again in that environment.

  2. Reload the Blip Desk page. The feature will automatically start working in messages.

Página do Blip Desk recarregada após a instalação da extensão do navegador

  1. To validate it, open or take over a ticket in Blip Desk and send a message. The agent's name appears in bold at the beginning of the message sent to the customer.

Mensagem enviada no Blip Desk com o nome do atendente em negrito no início do texto

Note: the displayed name is the full name registered in the agent's Blip account. If it appears blank or incorrect, check the user's information in Blip. If the name does not appear, confirm that the browser extension is active, that the browser or the company's security policy is not blocking extensions, and reload the Blip Desk page.

 

Support

If you have questions or problems with the extension, contact us by email at support@wiv.com.br.

 

 

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

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