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Sending active messages with an open ticket

  • Updated

It is now possible to send active messages via Blip Desk even when the contact already has an open ticket — as long as it is being attended too by the same person that will make the shot.

Index

  1. What was the problem?
  2. What changes with this improvement?
  3. How to enable the functionality
  4. Frequently asked questions

What was the problem?

Until then, it was only possible to send active messages to contacts without any open tickets. This made it difficult in scenarios where support extended over several days. When the 24-hour window ended, it was necessary to close the current ticket and open a new one, fragmenting the conversation history and making follow-up more confusing.

What changes with this improvement?

With the new configuration, the agent can resume the conversation without having to close the current ticket — as long as:

  1. The contact has an open ticket
  2. The open ticket is assigned to the attendant himself

This improvement brings more fluidity to service and preserves the continuity of the conversation with the customer.

How to enable the functionality

Activation is done through the Advanced bot settings.

ATTENTION! This area contains sensitive parameters. Incorrect changes may compromise the bot's functionality. Only users with permission to edit basic settings can perform this procedure.

Step by step:

  1. Access the Portal Blip
  2. Select the customer service bot where you want to enable the setting
  3. In the side menu, click on Settings
  4. Select the tab Basic settings
  5. Scroll to the bottom of the page and click“Click here to access advanced settings”
  6. Confirm the action
  7. Click on the button"To add"
  8. Fill in the fields with the following values:
    1. Domain:postmaster@desk.msging.net
    2. Key: ActiveMessageCanSendWithOpenTicket
    3. Value: True
  9. Confirm the change

See below where to find the button to add the new key and the fields with the filled values:

Frequently asked questions

  1. Can I send an active message to a ticket that is with another agent?
    No. The functionality only allows sending if the ticket is with the same attendant who is sending it.
  1. What if the ticket is expired, but with the same attendant?
    Yes, triggering will be allowed — precisely so that the conversation can be resumed fluidly, without having to create a new ticket.
  1. Can I “reactivate” expired conversations (with more than 24 hours without a response from the customer) through the conversation screen on the Desk?

No, to reactivate the conversation you need to send a new active message to the same contact, through the “Active messages” tab on Desk.

If you need more details about active messages, see the article:
 Sending Active WhatsApp Messages on Blip Desk

And to better understand how advanced settings work:
 Advanced Bot Settings

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