Metadata Management

Index

1. How to Access
2. How to Create and Edit Fields
3. Available Field Types
4. How Fields Appear to Attendants

The Metadata Management feature allows service managers to create and customize fields that will be displayed to attendants during the service or before closing a ticket.
The main advantage of this feature is to enable the customization of information that will be linked to the ticket during human service. This level of customization was already widely used in chatbot interactions—especially to complement contact data—and is now also available for human service, allowing companies in various contexts to adapt the platform to their operational needs.
Only users with a service manager profile and access permission to the Blip Portal can create or edit custom fields.

How to access

In the sidebar menu of the Blip Portal, click on the 'Atendimento' tab.

Then, select 'Gestão de Metadados'.

You will be directed to the interface where you can create, edit, hide, or delete custom fields.

Metadata Management Home Screen

How to Create and Edit Fields

Click on 'Create a New Field'.
Choose the desired field type:

Text Field
Paragraph Field
Single Selection
Multiple Selection
Yes or No
Date (single or range)
Configure the field with the following options:

Field Name: the title that will be displayed to the agent
Support Text (placeholder): guidance on how to fill in the field
Conditional Field: allows you to display this field only if another field has a specific value
Availability by queues or service lines
Mandatory Field: defines whether the field must be filled in to complete or transfer a service"

Visibility: fields can be hidden or displayed as needed.

You can test the new fields if you wish.

Filling out the fields will only be mandatory if this option is configured by the manager during creation.

Creation of Custom Fields

Start of the field test flow

Available Field Types

The fields available for customization are:

How the fields appear to the agents

During a service, the fields configured in Metadata Management are displayed in the 'Metadata' tab, located on the right side of the service screen.

The fields can be filled in at any time. However, if any field has been configured as mandatory, it must be completed before the ticket can be transferred or closed.

If an agent attempts to close or transfer the ticket without filling in all mandatory fields, an alert will be displayed listing the pending fields. After filling in the fields, it is necessary to click 'Save' to record the information.

Viewing Custom Fields on the Desk Screen, for Agents

Information on the Mandatory Fields When Transferring a Ticket

Information on the Mandatory Fields When Closing a Ticket.

The data entered in the custom fields is linked to the ticket but is not yet available in reports or exports.

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