[Extension] How to Use Blip Desk Inside Salesforce

1. Introduction

2. Features

3. Prerequisites

4. Installation and Setup

5. Troubleshooting

6. Best Practices

7. Support

Brief description: Access Blip Desk without leaving Salesforce and handle support from both platforms on a single screen.

Introduction

The Salesforce: Atendimento extension embeds Blip Desk inside Salesforce. The agent responds to bot conversations on the same screen where they work on Salesforce records, without switching between the two platforms. For example, when opening a case in Salesforce, the agent opens the Blip Desk panel in the same window and replies to a WhatsApp conversation without changing tabs.

The extension incorporates the Blip Desk environment into Salesforce. Support sessions, queues, contacts, and settings continue to be managed in Blip. The extension is developed by Wiv and installed via the Blip Store.

Features

• Blip Desk embedded in Salesforce through the Lightning component blipDesk.

• Two ways to display the Desk: in the utility bar of a Lightning app or on a specific record page.

• Authentication with the agent's Blip account on first access.

• Queues, contacts, agents, and support rules remain in Blip. The extension only displays Blip Desk inside Salesforce.

Supported on the following channels: all channels available on the Blip platform.

Note: this extension only displays Blip Desk within Salesforce. It does not send proactive messages and is not the integration with Salesforce Marketing Cloud.

Prerequisites

Before starting, confirm that you have:

• A support bot in Blip with Blip Desk in use (queues and agents already configured).

• Permission to install extensions via the Blip Store.

• A Salesforce administrator user with permission to install packages.

• A Lightning-type app in Salesforce. Salesforce Classic apps are not supported.

• Your Salesforce organization's subdomain.

Installation and Setup

Installation has two parts: activate the extension in Blip and install the package in Salesforce. Then, choose where Blip Desk will appear.

Activate the extension in Blip

1. In the Blip Store, search for the Salesforce: Atendimento extension and click Start free trial.

2. Select the contract, choose the support bot, confirm the installation, and open the extension in the bot.

3. In the Salesforce Subdomain field, enter your organization's subdomain. It appears at the start of the access URL. In the URL https://blipdomain.lightning.force.com, the subdomain is blipdomain. Enter only the subdomain, without https:// or .lightning.force.com.

4. Click Activate. The extension displays an activation message and enables the Install extension button.

Install the package in Salesforce

1. Click Install extension. You will be redirected to Salesforce.

2. Log in with an administrator user. On the package installation screen, select Install for all users and click Install.

Note: selecting Install for all users ensures all agents see the component.

3. Authorize access to requested third-party sites. If Salesforce asks for a phone number, verify it using the code sent by SMS.

4. Wait for completion. Check the package under Installed Packages in Salesforce.

5. Return to the extension page in Blip to choose where Blip Desk will appear.

You can display Blip Desk in the utility bar of an app (option 1) or on a specific page (option 2). Choose one of the options below.

Option 1: Add Blip Desk to a Lightning App

In this option, Blip Desk is available in the bottom bar of a Salesforce app. You can add it to as many apps as you want.

1. In Salesforce, go to Setup and search for App Manager.

2. Find the desired app, confirm it is a Lightning app, and click to edit it.

3. In the Lightning App Builder, open the Utility Items (desktop only) tab, click Add Utility Item, and search for the blipDesk component.

4. Configure the component. You can rename it to Blip Desk, add a chat icon, and adjust the window size. Click Save.

5. Open the configured app. Blip Desk appears in the bottom bar.

Option 2: Add Blip Desk to a Specific Page

In this option, Blip Desk is visible directly on a Salesforce page. You can add it to as many pages as you want.

1. Go to the page where you want to display Blip Desk. This example uses the cases page.

2. Open a record, access the settings menu, and select Edit Page. If the Edit Page option does not appear, the page does not support custom components. Use another Lightning page.

3. In the Lightning App Builder, search for the blipDesk component in the left menu.

4. Drag the component to the desired position.

5. Click Save at the top right and set the page as the organization's default. Agents will then access Blip Desk directly from the page.

First Access to Blip Desk

When opening the component for the first time, the agent authenticates in Blip. Use an account that has access to the contract and bot, is registered as an agent, and is associated with the necessary queues. After login, support works the same as in Blip Desk.

Troubleshooting

1. The blipDesk component does not appear. 

Confirm that the package was installed in Salesforce, that the app is Lightning type, and that the user has the necessary permissions. Log out and back into Salesforce.

2. The Edit Page option does not appear. 

The page does not support custom components or the user does not have permission to edit it. Try another Lightning page or ask the Salesforce administrator to review permissions.

3. Blip Desk opens but does not load. 

The Desk loads in an iframe, so the browser must allow cookies and pop-ups. Also verify that the subdomain entered in Blip exactly matches the Salesforce organization.

4. The agent opens the Desk but does not receive tickets. 

The extension does not change support rules. Review the agent's registration, associated queues, status, and distribution rules in Blip.

5. Login returns to the home screen. 

Allow third-party cookies in the browser and confirm the agent has an active session and permissions in Blip.

Best Practices

• Do not share credentials or access data in screenshots.

• Perform the installation with a Salesforce administrator user and validate first with a test user before releasing to all agents.

Support

If you have questions or issues during setup, contact the Wiv support team at support@wiv.com.br.

Need more help? Explore our content at Blip Academy or Blip Community, watch tutorials on our YouTube channel or ask your questions in our support channel 😃