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Index

1. Context

2. How to Set Up

3. How to Use

Context

The chat between manager and agent is, in fact, a conversation thread within the ticket. This means the conversation will always be linked to a ticket and can only take place when the ticket has been assigned to an agent.

This feature allows users (managers and agents) to start and reply to conversations. In addition, users receive notifications to stay informed about incoming messages.

How to Set Up

This feature is enabled by default, and the company must request its deactivation from the Blip team if they choose not to use it, as the first version does not yet include a configuration option via the Portal.

How to Use

Sending Messages from the Manager to the Agent

The manager can start a conversation with the agent through tickets that are assigned or in progress. To do this, they must first select the option to view the ticket’s conversation thread on the monitoring screen, and then open the chat tab (“Talk to Agent”).

Flow for Selecting a Ticket to View the Conversation Thread Between Manager and Agent

Message Notifications for the Attendant

When a manager sends a message to a ticket that is in progress, the attendant receives a notification on the ticket card, on the left side of the screen. Additionally, they also see a notification in the “Talk to Manager” tab, located in the top right corner of the screen.

Notification of Messages Received by the Attendant

In addition to the notifications mentioned previously, if the attendant is not viewing the ticket screen, when they click to open the ticket, the “Talk to Manager” tab will be immediately displayed so the attendant can more easily view the new message.

Sending Messages from the Attendant to the Manager

If the attendant wishes to contact the manager, they can start the conversation from the “Talk to Manager” tab within the ticket context, located in the top right corner of the screen. It’s important to note that the messages are not directed to a specific user, so any manager with access to view that ticket will be able to receive and respond to the message sent by the attendant.

“Talk to Manager” Tab Highlighted After Receiving a Message from the Manager

Message Notifications for the Manager

As soon as the attendant sends a message, the managers who have access to the ticket will be notified via the service details screen, in the monitoring area. Tickets with new messages will appear at the top of the details list and will display a notification on the conversation thread icon. Notifications will only be shown in the “Assigned/In Progress” tab.

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