[Extension] How to Manage Your Bot’s Contacts on Blip with the Contact Manager Extension

1. Introduction

2. Features

3. Installation and Setup

4. Searching Contacts

5. Viewing and Editing a Contact

6. Message History

7. Tickets

8. Comments

9. Sending Active Messages

10. Blocking a Contact

11. Deleting a Contact

12. Viewing Tags

13. Automations and Integrations

14. Use within Blip Desk

15. Settings

16. Plans and Billing

17. Support

Brief description: Find, edit, and manage your bot’s contacts all in one Blip panel: advanced search, conversation history, tickets, active messages, and integrations.

Introduction

The Contact Manager brings together everything you need to manage your bot’s contacts in a single panel within Blip. You can search for a contact by name, phone number, email, document, or even by a word mentioned in the conversation, open the profile, correct the data, and track the service without switching screens.

For example, when receiving a new WhatsApp conversation, you locate the contact by phone number, review the message history, update the registered email, and send an approved message template—all from the same window. The extension also organizes tickets, service comments, contact variables, and integrations with other systems.

Features

• Search contacts by name, phone, email, document, ID, or conversation content, with tag filters.

• View and edit registration data (name, email, phone, document) and custom properties.

• Review message history and search within a conversation.

• View and delete the contact’s context variables.

• View support tickets, transfer, and close tickets.

• Read and add service comments.

• Send active messages via WhatsApp using approved templates.

• Block and unblock contacts.

• Delete contacts.

• Create contacts manually or import in bulk via CSV file.

• View contact tags (in conjunction with the Blip Desk Ticket Tags extension).

• Open the contact in the Blip panel and check error logs (in conjunction with the logs extension).

• Create automations and integrations with external services.

• Use the contacts panel inside Blip Desk, with permissions by agent.

Supported on all channels available on the Blip platform. Sending active messages is available only for WhatsApp contacts.

Installation and Setup

Log in to the Blip platform and follow the steps below.

1. Access the Contact Manager on Blip Store and click Install the extension.

2. Choose the bot where you want to manage contacts. In support scenarios, install it on the Router, which centralizes contacts and tickets from the support bots.

3. Open the chosen bot and select Contact Manager in the extensions menu. The extension opens directly on the Contacts tab.

On first installation, the extension indexes contacts and starts recording new conversations. The history is available from activation onward; previous conversations are not imported.

Searching Contacts

On the Contacts tab, use the Search contacts field to locate a record by ID, phone, email, name, or a word present in the conversation. Click a result to open the profile.

Search by name:

Search by email:

Search by phone:

You can also search for a phrase said in the conversation. The extension returns contacts whose messages contain the searched term.

How searches work

• Searches by name or message content use whole words.

• Phone number searches require at least five digits.

• Email or custom property searches require the full value.

To narrow results, click the Filters button and select one or more tags. Recent searches are saved in the same menu for reuse.

Viewing and Editing a Contact

Open a contact to view and update data on the Contact tab. You can edit the name, email, phone, and document, as well as add, change, or remove custom properties.

Click the field you want to change, type the new value, and click outside the field. Changes are saved directly in the contact’s Blip profile.

To create a property, click Add property, enter the name and value.

Attention: before changing phone, document, or properties used in the flow, confirm these data are not referenced in the bot’s conditions, integrations, or automations.

Contact Actions

At the top of the profile is an action bar. Click Open contact to open the record in the Blip panel in a new tab.

Click View variables to check the contact’s context variables (builder variables). You can search by name and delete a variable.

Click View logs to check the contact’s error logs. This feature depends on the logs and error monitoring extension installed on the bot. Without it, the button takes you to the extension’s page on Blip Store.

Message History

When you open a contact, the conversation appears in the central panel with the message history exchanged between the user and the bot.

Use the Search in this conversation field to locate a specific message. The extension navigates through the found occurrences.

Attention: the history is recorded from the extension’s activation, and the retention period depends on your subscribed plan.

Tickets

On the Tickets tab, you can view support tickets related to the contact. Open a ticket to see the agent, queue, status, tags, and summary of the service.

For open tickets, click Transfer to forward the service to a queue or agent, or click Close to end the ticket.

Comments

On the Comments tab, you can read comments recorded during the contact’s service. Write in the text field and click Add comment to include a new note.

Sending Active Messages

For WhatsApp contacts, you start sending active messages on the Active Messages tab or via the Send active message button in the contact’s action bar.

In support bots, sending depends on an active WhatsApp number linked to the Router. Configure this under Support, in General settings, in the active message sending and template approval section.

1. Locate and open the contact.

2. Click Send active message.

3. Select the approved message template.

4. Fill in the variables requested by the template.

5. If you want, enable redirection to direct the contact to a bot and specific flow point.

6. Click Send to trigger the message.

Outside the WhatsApp service window, always use a previously approved template. Sending respects the policies, permissions, and limits configured on the channel.

Blocking a Contact

Blocking prevents the contact from sending messages or moving within the bot’s flow. Use this action for spam, internal testing, or unwanted interactions. The block button only appears when the feature is enabled in settings.

1. Open the contact.

2. Click Block contact in the action bar.

3. Confirm the action.

Review the contact carefully before confirming. To reverse, open the blocked contact and click Unblock contact.

Deleting a Contact

Deletion permanently removes the contact, closes open tickets, and deletes context variables. This action cannot be undone.

1. Search and open the contact.

2. Click Delete contact in the action bar.

3. Review the displayed data.

4. Confirm the deletion.

Restrict deletion to authorized users and confirm the selected bot and contact before completing. In the general panel, deletion (like other contact actions) is available only to users with contact write permission on the bot, defined in the Blip platform’s access permissions—not in the extension’s Settings. In Blip Desk, who can delete contacts is controlled by the Allow agent to perform actions on contacts option, under Settings in the Blip Desk Settings section.

Viewing Tags

The extension displays contact tags together with the Blip Desk Ticket Tags extension. Tags help organize and segment contacts by topic, profile, campaign, or status used by the operation.

Attention: tag viewing depends on installing and activating the Blip Desk Ticket Tags on Blip Store extension.

With tags registered, they appear in the contact header and can be used as search filters.

Automations and Integrations

The Contact Manager connects Blip information to external services through automations on the Automations tab. This way, you send contact and conversation data to other tools or trigger actions from bot events.

Services you can connect include Google Sheets, Gmail, Google Forms, Google Calendar, Salesforce, HubSpot, ActiveCampaign, and RD Station, plus more than 8,000 other integrations. Options vary based on your plan and operation permissions.

Use within Blip Desk

You can use the contacts panel inside Blip Desk so agents can consult and serve contacts without leaving the service screen.

Attention: this feature is available on paid plans and must be configured on the support bot. Under Settings in the Blip Desk Settings section, enable Enable contacts tab and define what agents can do: edit contact data, perform actions, and block contacts.

In Blip Desk, the agent accesses the extension as follows:

1. Log in to Blip Desk.

2. In the sidebar, go to Extensions.

3. Click Contacts.

4. Enter the contact search parameters.

All general panel features also work within Blip Desk, respecting permissions defined in the extension settings.

Settings

In the extension’s Settings menu, you adjust the Contact Manager’s behavior:

• Enable contact blocking: activates the blocking action on contacts. Blocked contacts cannot send messages or advance in the flow.

• Blip Desk settings: enables the contacts tab inside Blip Desk and defines agent permissions. Configure on the support bot.

• Plans: view and activate the extension plan.

Plans and Billing

The Contact Manager offers a free plan and paid plans, activated within the extension itself. Paid plans include a 10-day free trial, and the cost is added to your monthly Blip invoice after the trial period.

• Standard (free): advanced search, active message sending, conversation storage for up to 90 days, and unlimited contacts. Does not include the tab inside Blip Desk or automations.

• Pro: everything in Standard, plus the contacts tab inside Blip Desk, up to 5,000 contacts, and up to 5 automations.

• Enterprise: conversation storage for up to 2 years, up to 100,000 contacts, tab inside Blip Desk, and unlimited automations.

When the plan’s contact limit is reached, new searches are blocked until the plan is upgraded. For larger volumes, contact sales at comercial@wiv.com.br.

Support

If you have questions or issues with the extension, contact the Wiv 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 get your questions answered in our support channel 😃