Introduction to Blip Go Personal

Index

Blip Go Personal is a solution from Blip that operates within the Packs Platform ecosystem — in other words, it’s a new packaging of Blip features designed to serve specific use cases, in this case, one-on-one conversations between agents and consumers.

Go Personal emerged from the needs of brands with consultative customer service/relationship operations — meaning individualized conversations between agents, managers, consultants, or salespeople — to conduct these conversations in secure environments and have greater governance over conversations and customer portfolios.

Go Personal enables manageable individual conversations between companies and their customers, strengthening digital relationships through unique corporate numbers so that agents can offer exclusive contacts for sales and services that require a personal touch, while maintaining the company’s visibility and control over the customer portfolio and overall performance.

It is a complementary solution to Blip's traditional use. While Blip centralizes all customer conversations in a single place, Go Personal introduces decentralization for specific cases that require one-on-one conversations.

Today, companies with these consultative operations typically use either WhatsApp Business or personal WhatsApp accounts. This ends up creating various issues for the company — from data management and performance challenges to risks regarding LGPD (General Data Protection Law) compliance.

Customer Service

Agent Absence

How to access: Customer Service > Agent Absence

This is a very common setting that managers or agents can configure to inform their clients and leads about the agent’s unavailability for a specific period of time, usually due to vacation or termination.

In addition to notifying about the agent’s absence, it’s possible to configure a suggested contact with another agent. This way, the customer has the opportunity to be assisted more efficiently, ensuring their needs are met even in the original agent’s absence.

Features

The settings are applied to the number selected in the header (top right corner of the page).

The absence message will continue to be displayed until it is deactivated.

Blip Desk

How to access: Customer Service > Blip Desk

Blip Desk is the official customer service interface for Blip Go Personal, designed to efficiently manage conversations through support tickets. The platform offers a variety of features that simplify the daily routine of agents, including quick replies, notes about contacts and support interactions, sending active messages, as well as the ability to set the agent's online/offline status, among others.

Although Blip Desk is externally accessible via the link https://desk.blip.ai, we recommend using the interface through Blip Go Personal, as it provides a more integrated experience and allows smoother access to other product features

There is a dedicated documentation for Blip Desk, which you can access through this [link].

Contacts

How to access: Customer Service > Contacts

This is a link that redirects to the contacts page on the Blip platform. Soon, it will become a native page within Blip Go Personal, but for now, it works as follows:

To select the number whose contacts you wish to view, go to the Home page, choose the number from the dropdown menu in the header, and then click on Customer Service > Contacts.

The page offers several features to make it easier to view and search for contact information. It’s possible to access conversations with customers, view the content exchanged via automation (if activated), check open tickets, and see the interaction history from the last three months.

Contacts are organized by the date of the last interaction, and it’s possible to search within a specific period, as well as apply filters by name, email, phone number, city, document, and ID.

For more information about this screen, access the page’s documentation on Blip Help.

After-Hours Contacts

How to access: Customer Service > After-Hours Contacts

Contacts made during service hours are handled normally by the agents. However, customers and leads continue to reach out outside of those hours, which we refer to as after-hours contacts. To provide greater visibility and convenience for agents, this page was created to make it easier to follow up with these leads and customers.

On this screen, we list all after-hours contacts made in the last 7 days for the selected agent. After this period, the contacts disappear from the list, as it’s assumed that they have already been contacted or that the agent chose not to reach out.

Data displayed in the list:

Contact Date: Shows the day and time when the contact was made.
Name: The name of the person who initiated the contact. This information will only appear if the user has it configured on WhatsApp. Otherwise, the name will be displayed as “(No name)”.
Contact: The sender’s number the customer/lead is using.
Requested a Callback?: This column indicates whether the customer/lead requested a callback via the option offered by the automated service. This feature can be enabled or disabled under Settings > Chatbot > Customer Service tab > "Notify next service hours" option. If disabled, the values in this column will show as “N/A”.
Message Sent?: A column that indicates which contacts have already received an active message via the tool, helping to avoid unnecessary re-sends.
Actions: This column displays the available actions. Currently, there’s only one option: Send an active message to the selected contact. When clicking this option, the following screen is displayed:

In this modal, agents have the ability to send an active message to the contact made after hours, thus reactivating the conversation. The functionality is similar to sending messages via Blip Desk, requiring the agent to select an appropriate message template and fill in any necessary variables, if applicable.

Conversation History

How to access: Customer Service > Conversation History

On the Conversation History page, you can check your team’s ticket history whenever needed, with access to the past 3 months.

How to view a ticket:

To view tickets, follow these steps:

In the top right corner, use the selector to choose the bot/number you want to access.
In the table below, locate the corresponding ticket and click the download button.

When doing this, you will be directed to a PDF file, where you can access the content of the conversation. Any associated media files will be displayed as links.

Monitoring

How to access: Customer Service > Monitoring

In addition to conversation history, you can also monitor customer service in real time. With this functionality, it’s possible to track the following metrics: tickets in queue, tickets being handled, ticket statuses today, and agent statuses.

Number Filter

You can view the above metrics by agent for a single number or select the “All Numbers” option to see the complete metrics for all agents related to the numbers you have access to within your organization.

Page Metrics

Tickets in Queue

Total number of tickets waiting to be assigned to an agent.

Longest Time in Queue

The longest time a customer has been waiting in the queue to be assigned to an agent.

Tickets Being Handled

Total number of open tickets that have already received the agent’s first response.

Average Time to First Response

The average time between customers being assigned to an agent and receiving the first response.

Maximum Time to First Response

The longest time a customer has waited to receive the agent’s first response after being assigned.

Average Response Time

The average time agents take to reply to customer messages.

Average Handling Time

The average duration of closed tickets during the day.

Ticket Status Today

Provides an overview of the total tickets and how many are open, closed, abandoned, or lost on the current day.

Agent Status

Provides an overview showing the average number of tickets per agent and the number of agents who are online, on break, or invisible.

Details

These are lists containing various information about tickets being handled, tickets in the queue, agents, and tags. They provide more detailed data, facilitating investigation of possible issues in your service management.

Features:

The monitoring history shows the last 50 messages within the ticket.
The history does not display media (images, audios, files), so these do not count toward the 50 messages.
The component “Conversation forwarded to Ticket#99” is counted as part of the 50 messages displayed.

Quick Replies

How to access: Customer Service > Quick Replies

Quick replies are pre-defined phrases that optimize the service provided by your agents. They can be easily accessed through the Desk interface, allowing team members to respond to interactions quickly and efficiently.

In environments with many repetitive interactions, using quick replies not only standardizes communication but also saves time, ensuring a smoother experience for both agents and customers.

This is the home screen, where you will find a list of all the categories already created to organize the quick replies. To start the registration process, the first action to take is to create a new category. This will allow you to categorize your replies efficiently, making access and organization of information easier.

Once the category is created, we can now add the quick replies. To do this, two fields need to be filled out: the first is the reply title, which should be concise and clear to facilitate recognition by the agent. The second field is for the quick reply itself — the text that will be used in the conversation once the agent selects it.

Features

Automatic Update: Any edits made to the quick replies will be automatically reflected across all instances the user has access to. This means that if a manager with access to multiple instances creates or modifies a quick reply, the update will be applied simultaneously to all their instances, ensuring consistency and speed in communication.

Quick replies created on the Blip portal are not automatically pulled into the module, so only replies created through the module can be viewed there.

Reply Types: Currently, it is important to note that in Blip Go Personal, only text-type quick replies can be created. This feature is designed to meet basic service needs and facilitate efficient interaction with customers.

Character Limits:

Reply title: 30 characters limit
Category name: 60 characters limit
Quick reply text: no limit

Campaigns

Active Messages

How to access: Campaigns > Active Messages

Active Messages are a feature from Blip on WhatsApp that allows brands to send proactive communications to their customers on WhatsApp. With this, it is possible to work on highly personalized and effective engagement and sales strategies for your contact base.

The initial step aims to load the spreadsheet data. It should be organized as in the example below:

For more details, access the step-by-step guide on how to create your spreadsheet.

If you don’t know the names of the templates to include in the spreadsheet, just click on “Check available message templates” to view the templates existing in your WABA.

If there are no errors in filling out the spreadsheet, the screen will look similar to the image above, with the spreadsheet loaded and all senders and contacts recognized in the right column. You can now click “Continue” to proceed to the next step.

In the sending step, you can choose the name of your campaign to more easily identify it on the campaign report page.
Just below, there is a summary of the sending, showing how many sender numbers, recipient contacts, and templates are part of this campaign.

There are also two other features:

Message Scheduling: Allows the message to be sent at a predefined date and time without the need for manual triggering. This option is great for campaigns that need to start outside of business hours.
Gradual Sending: Allows you to send messages in batches, where you can choose the number of messages and the time interval between them. This option was developed to prevent your agents from receiving too many requests at once, avoiding overload or backlog.

Once everything is set and reviewed, click “Send” to execute or schedule the sending (if that was your choice).

Additionally, active message sending in Blip Go Personal can be done in two other ways:

Sending via Blip Desk:

Through the customer service menu item, using Blip Desk described in section 2.1.

For more information about this sending method, please consult the link below.

https://help.blip.ai/hc/pt-br/articles/24255934959511--BETA-Novo-fluxo-de-Envio-de-Mensagens-Ativas-do-WhatsApp-no-Blip-Desk

Sending via API Integration

Through integration with our API, which enables connection with CRM systems to provide more agility and efficiency in message dispatches.

For more information about this sending method, please access the link below.

https://community.blip.ai/product-updates/api-gateway-para-disparos-de-notificacao-ativa-n-n-no-blip-employee-4001

To access our technical documentation, please visit the link:

https://developer.packs.blip.ai/api-details#api=go-personal-growth-api

Campaign Reports

How to access: Campaigns > Campaign Reports

This page displays all active message dispatches made within a specific period, aiming to provide transparency in communications. The report is fully customizable and allows users to filter information by group, number, and source of sending. This flexibility facilitates data analysis, enabling supervisors and agents to better monitor and manage their interactions.

Data

Reports

How to access: Data > Reports

Permissioning:
Permissioning follows the relationship between profile, number, and user. Access validation to the data visible on the dashboard occurs via code, outside of Power BI.

Access Release:
Access to view the data contained in the report follows the standard release protocol of Pack Manager - Go Personal. It is necessary that:

The user is assigned a profile that allows viewing the data module.
The user is linked to the installations with their access profile.

Note: The control database for these relationships is updated daily. Therefore, when granting access to a user, the change will only be reflected in the dashboard content the following day.

Navigation:
Navigation between metrics and indicators is done through tabs.

Metrics and Indicators:
Overview: Updated as of D-1
Filters:

Agent: Agent (number) filter where the metrics are generated.
Note: To select more than one option at the same time, hold down the “Ctrl” key on your keyboard while clicking on the agents.
Period: Performance period for the metrics.

Attendances

Total Tickets: Number of tickets offered in the selected period.
Tickets Attended: Number of tickets closed in the selected period.
Note: A ticket may be closed on days following its opening.
% Attended: Tickets attended / Total tickets.

Active Messages

Sent: Number of active message dispatches.
Responded: Number of active messages replied to.
Response Rate: Responded / Sent.

Satisfaction Survey

Displayed: Number of surveys sent.
Responses: Number of surveys answered.
Satisfaction Level: Satisfaction level according to the survey conducted (CSAT or NPS).

Volume Cards

MAUs: Monthly Active Users, the number of users who sent or received a message in the current month.
MEUs: Monthly Engaged Users, the number of users who sent or responded to a message in the current month.
Note: Neither of the cards is affected by the date filter; both always show the value performed in the current month of viewing.

Volume Chart

MAUs: Monthly Active Users, the number of users who sent or received a message in the current month.
MEUs: Monthly Engaged Users, the number of users who sent or responded to a message in the current month.
%MoM Variation: Month-over-month performance variation considering the MAU metric.
Attendance: Updated as of D-1

Filters:

Agent: Agent filter (number) where the metrics are generated.
Note: To filter more than one option at the same time, press the “Ctrl” key on your keyboard while clicking on the agents.
Period: Performance period of the metrics.

Ticket Information:

Total tickets: Number of tickets offered in the selected period.
Closed: Total number of tickets closed during the period.
Attended: Total number of tickets finalized or transferred by the agent or manager.
Abandoned: Total number of tickets canceled by the user after being assigned to an agent.
Lost: Total number of tickets canceled by the user before being assigned to an agent.

Service Details

ART: Average Handling Time of completed services.
AWT: Average time a user stays in the queue until the ticket is assigned to an agent.
Average time to 1st response: Average time a user waits to receive a message after the ticket is assigned to an agent.
AWE: Average waiting time for the user to be served (AWT + Time to 1st response).
Average response time: Average response time of the agent to the user.

Active Messages: Updated D-1
General metrics:

Total active messages: Total sent messages, regardless of final status.
Received: Total notifications received by users.
Read: Total notifications read by users.
Failures: Total messages that failed delivery to the user.
Responded: Total messages responded to by users.
Response rate: Responded / Received.

Stratifications:
The message report allows viewing in different stratifications by manager, message template, and region. Navigation is done through the buttons shown below.

Satisfaction Survey: Updated every 2 hours

To view the NPS survey data, you need to select the NPS option. For CSAT, select the CSAT option.

Net Promoter Score (NPS): Calculation of the NPS according to the selected filters.
Satisfaction Level (CSAT): Calculation of the CSAT according to the selected filters.
Displayed: Number of surveys sent.
Responses: Number of surveys answered.
Response Rate: Number of surveys answered.

To extract the data, just follow the steps below:
Click the button

Select the option "Export Data"

It is recommended to export using the first option.

Messages: Updated daily (D-1)

In the Message Volumetry tab, all messages exchanged in the intelligent contact are considered, whether from automated service, human service, or users.

Messages sent: Automated service + Human service
Messages received: Sent by the user

Number Health

How to access: Data > Number Health

Through the Number Health module, you can consult and monitor daily the health status of all your numbers/bots in a list format, all in one place.

Tip: It is extremely important to frequently monitor the numbers to prevent them from being banned and to ensure they remain available for use.

Page information:
At the top, you can get an aggregated view of the health status of your numbers, showing the total count of numbers classified as Good, Average, or Poor health.

Below, there is a search field where you can look for a bot or a number when you want to perform a specific query. Alternatively, in the table below, all the numbers you own will be available for consultation, allowing you to check them individually.

Filter by health status

By clicking on the cards above, you filter by the type of health each number is showing.

Export report

It is possible to export a report on the health status of all your numbers connected to Blip Go Personal following the format displayed on the screen in CSV format. To do this, simply click the "Export report" button and download the file.

Organization

Adding Numbers

How to access: Organization > Adding Numbers

The purpose of this page is to allow the inclusion of new numbers in Blip Go Personal.

To do this, you need to define some points, such as:

Fill in the WABA number;
Choose which usage profile your agents will be assigned to;
Upload the spreadsheet with their data.

To assist you, the page provides a link to download the spreadsheet template and a link to the article that explains the best way to fill out the spreadsheet, which should look like the example below:

CC	PhoneNumber	UsersEmails	DisplayName
55	1122223333	jhon.doe@blip.ai	Jhon Doe
55	1144445555	tim.cognito@blip.ai	Tim Cognito

Where:

CC is the country code and will most likely be 55
PhoneNumber is the new number to be added
UsersEmails is your agent’s email, who will receive access permission to the number
DisplayName is the name that will be visible on WhatsApp to all your clients

Attention: Include only 20 numbers at a time.

After uploading the spreadsheet, this will be the view if no errors have occurred. It is a data review screen where you can check if all the information is in their respective columns. If everything is correct, just click “Create numbers” to start the process.
The creation of the numbers consists of three actions carried out simultaneously:

Creation of the chatbot that will be activated on the number;
Addition of the number to the WABA;
Assignment of permissions for the agent on the number being added.

This final screen will display any issues that occurred during the processing of the number creation, showing errors for potential corrections or requests for support assistance.

Members and Permissions

How to access: Organization > Members and Permissions
In Members and Permissions, you have access to a list of all existing usage profiles and how many people (members) have each profile. Here, you can also create new usage profiles, edit existing profiles, and manage the members assigned to each profile.

Create a new access profile

To create a new access profile, click the "Create profile" button.
In the page that opens, start by giving a name to the new access profile and creating a

description so that other people can also easily understand and use that profile.
Right after that, just define the permissions that the profile should have for the Blip Go Personal features. This part is divided according to the menu areas.

After selecting the desired permissions, click the "Create Profile" button. You will be redirected to the previous page and will see the created profile in the list. At this point, it will be possible to add members to the access profile.

Assigning access profiles to members

With the desired access profile already created, click the edit button.

This action will open a view of the selected profile’s permissions, the number of members, the option to see the members assigned to the profile, the option to add new members, and the options to delete or edit the profile’s permissions.

Click on "Add members" and check if the users you want to assign the profile to are already in our database. For existing members, simply select them and click "Add."

If you don’t find them, select the option “New members” and fill in the corresponding fields. You can add multiple members at once by clicking “Add another member” and filling in the name and email fields. Finally, click “Add.”

When you finish this step, you will be directed to the management page of the selected access profile members. On this page, it is possible to view the members assigned to this profile and how many numbers each member is associated with.

Delete access profile

On the main access profiles screen, click the edit button and, at the bottom of the opened tab, click "Delete Profile." By deleting the profile, all members assigned to it will lose the defined permissions.

Tip: Members without an access profile cannot use Blip Go Personal properly. Therefore, the best time to make changes to profiles is outside of service hours and with prior alignment with the members who may be affected.

Numbers and Groups

How to access: Organization > Numbers and Groups

In this area, you can view and manage your organization's numbers, as well as create and edit groups to facilitate management.

Number Management

Displays and allows management of the organization’s numbers. It is possible to check the number identification, the number itself, and the agents with permission to attend (this information does not replace the need to configure service queues). When a number is part of a group, the group it belongs to and the responsible managers are also displayed.

Demonstração Funcionalidade Números.mp4

In "Number Management", you can view all the numbers, but only the numbers where you are a manager or agent appear as enabled. For the enabled numbers where you are a manager, it is possible to delete the number and edit its properties: identification, owners, and agents.

Editing the number

To edit the properties of a number, you must be an agent or manager of the group. Click on the right side of the number you wish to edit. In the editing screen, you can change the number’s identification, the owner, and add or remove agents.

Removing agents

To remove agents, still in the edit tab, click the "-" icon next to the agent’s name.

It is not possible to remove an agent who is the owner of the number.

Important to remember: Agents not linked to at least one number will lose access to the platform.

Adding agents

Also in the edit tab, click the "Add agents" button.

If the agents are already registered in Blip Go Personal, just select them from the displayed list and click "Add."

To add an agent who is not yet registered, select the option “New agents” and enter the name, email, and access profile. After completing the information, click “Add.”

Tip: You can add up to five agents at a time. Just click “New agent” at the bottom left to add more fields.

Group Management

This area allows grouping multiple numbers, representing different teams or departments. For example, you can have a group for “Minas Gerais Team” and another for “Rio de Janeiro Team,” grouping numbers according to the organization's hierarchy through levels.
Creating groups is not mandatory.

https://drive.google.com/file/d/1zqkFtYMO2m9UTqxYhAmiMrW2xqKX32_c/view?usp=sharing

To create groups, just click the "Create Group" button.

Number Group

Select the Number Group option to group different numbers together. Define a representative name, such as "Minas Gerais Team” or "Rio de Janeiro Team”, and choose the group type from the available options: team, branch, or department. Then, simply select the numbers from the list that will be part of the group and click "Create" to confirm.

Group of Groups

In addition to number groups, you can also group existing groups together (group of groups). This is a useful feature for managing large volumes of numbers, making it easier to apply common settings to all groups within the grouping.

For example, for the groups “Minas Gerais Team” and “Rio de Janeiro Team”, you can create the grouping “Southeast Teams” and assign administrators to these groupings.

To create a group of groups, define the name, the type, and select the groups from the list.

Number Groups are called “Level 1”.
When you group a group, the level increases by +1. You can create infinite teams.

Example:
"Minas Gerais Team” and “Rio de Janeiro Team” are level 1, while “Southeast Team” is level 3, “Brazil Team” is level 4, and “Latin America Team” is level 5, and so on.

This hierarchy makes it easier to manage and analyze metrics according to the groupings.

Important:
It is not possible to create empty groups (without numbers or groups inside).

Editing Groups

To edit a group, simply click the corresponding button and you’ll be directed to the page to manage the group’s numbers and managers.

In the "Numbers" tab, you can remove numbers from the group by clicking the button.
To add numbers, simply click "Add numbers" and select the desired numbers from the list.

In the "Managers" tab, you can remove managers from the group by clicking the button.
To add new managers, click "Add managers" and select registered managers or register new managers from the screen that opens.

Group Deletion

To delete a group, simply click the corresponding button. Note that groups are not mandatory, but they help with organization and identification, and we recommend creating them carefully.

Settings

Service

How to access: Settings > Service

The service settings allow you to configure different criteria, rules, and functionalities for human support.

It’s important to remember that on the service settings screen, you are modifying the settings for the number selected in the top right corner of the page.

Tip: In the Manage tags option, you need to press Enter for the tag to be added, and make sure to click Save after changing any settings that have a save button.

You can also click "Copy settings" to apply the same settings to other numbers.

Template Activation

How to access: Settings > Template Activation

In the message template activation section, you can view the number of active templates linked to each number, along with the date of the last change.
You can also search for a specific number in the list.

Select the icon to edit a single number, or select multiple numbers in the table and click the "Edit" button at the bottom of the page.

In "Reference Number", choose a number whose settings will be copied to serve as a template for the number(s) selected in the previous step.

Upon continuing, the configuration screen with all message templates will be displayed. Changes made on this screen will be applied to all the numbers you selected when clicking the "Save Changes" button.
A confirmation message will appear showing the numbers being updated. Review the information and, if everything is correct, click the "Apply bulk changes" button.

Chatbot

How to access: Settings > Chatbot

On this page, you can configure some automations for the numbers you have access to. You can set up all numbers at once or configure something specific for just one number.

Editing automations for a number

To edit the automations for a number, simply click the corresponding pencil icon, and you will be directed to the settings screen related to that number.

Editing automations for multiple numbers at once

To edit the automations for multiple numbers, select the desired numbers and click the Edit button at the bottom of the page.

When you click "Edit", you will be asked to select a "Reference Number." Here, you can choose a number that will serve as a template, where all its settings will be applied to the numbers selected earlier, similar to the "Copy settings" feature.
If you do not want to use a reference number, select the option: "Do not use a number as reference."

If you select a reference number, the edit page will display as follows: first, a tag with the name of the reference number, followed by the number of numbers being edited using that template.

Available Settings

The configuration page is divided into six tabs: Conversation Flow, Frequently Asked Questions (FAQs), Service Queues, Service, Social Networks, and Schedules.

Conversation Flow:

In this tab, you can configure first contact greeting messages, return greeting messages, and customer satisfaction surveys.

First Contact Greeting:

This will be the first message sent when your customer contacts you for the first time. By default, Blip Go Personal uses this message:

“Hello user_name, I hope you’re doing well! 😃”

Feel free to customize your message according to your needs.

Return Greeting:

Just like the first contact greeting, this is a message sent when your customer gets in touch. The difference is that it is sent after a period of inactivity in the conversation with the customer.

Survey

In the Conversation tab, you can include a CSAT survey or an NPS survey at the end of your customer’s service journey. It’s important to note that the customer will always receive the survey on their first service, and subsequent surveys will follow the selected frequency.

It is also possible to enable the survey invitation. This consists of an initial message in the survey flow that asks the customer if they want to rate the service. The default setting is without an invitation, meaning the message requesting a rating is shown without the prior question.

Frequently Asked Questions (FAQs)

This tab allows the creation of a menu with predefined questions and answers. It also allows customization of a button that directs the user to live support.

When you activate an FAQ, you can create up to 10 questions and answers that will be displayed as a menu right after the initial greetings, along with a message that precedes the FAQ menu. You can also create a button that directs the contact to live support.

When deactivated, the customer will be automatically directed to live support after the initial message (overflow).

Service Queues

Add your agent to the default queue so they are eligible to handle support on this number. Note that to confirm adding an email, you need to press the Enter key.

If the Contact Center is enabled, you will have the option to create up to 10 different service queues and add agent emails to them. Each queue will be displayed as a menu so the contact can choose the most appropriate option for their support, and you can customize the message that precedes the options menu or leave the default Blip Go Personal message:
"To direct your service correctly, please choose one of the following options:"

In addition to the custom queues, you also need to configure the default queue, which contacts access when they select the "Other topics" option in the menu. This queue is important because it serves as an alternative for users who did not find their specific service queue and will always be labeled "Other topics."

Example of a service queue on WhatsApp

Service

In the Service tab, you can automate messages to be sent before and after the support interaction.

Pre-Service:

The pre-service message is sent before the human support begins. By default, Blip Go Personal suggests the message:

"I’ll be available to talk with you shortly. Meanwhile, feel free to start telling me what you’d like to discuss."

It is possible to edit or disable the pre-service message.

Post-Service:

The post-service message is sent after the human support ends. By default, Blip Go Personal suggests the message:

"Thank you for contacting us. I’m available if you need to discuss anything else. See you soon! 👋"

It is possible to edit or disable the post-service message.

Away Message:

The away message can be used when an agent is unavailable for an extended period. This feature is ideal to ensure that during vacations or other absences, no contact is neglected and you can maintain good service. Within this feature, it is possible to customize an away message and redirect the contact to another WhatsApp number.

Important: The away message will continue to be displayed until it is deactivated.

Example of an away message on WhatsApp

Schedules

The Schedules tab is where you configure the availability of human support, with various options available to fit the needs of your service.

24-Hour Service:
When the 24-Hour Service button is enabled, human support operates 24/7. In this mode, holiday settings cannot be used.

Day Selection:
With the 24-Hour Service option disabled, you can configure human support by day, including specific time intervals for each day.

Important:

The time format must follow the pattern 00:00–24:00
You can create up to three intervals per day.

Holidays:
This option allows you to set service hours for holidays, as well as add or remove holidays according to your needs.

Unavailable Service Message:
When activated, the unavailable service message aims to send a personalized message to the contact, informing them about the possibility of being notified when support becomes available again.

Example of message customization

Important: For this feature to work correctly, it is necessary to create a message template within the WABA named 'atendimento_esta_disponivel'. This template must include a component with two buttons, labeled 'Yes' and 'No'.

Important:

To add a holiday, you must follow the format:
DD/MM – Name of the holiday
You need to press the ENTER key to insert the holiday.

Get Started

How to access: Settings > Get Started

This screen displays organized instructions to make a newly added number operational. By following the step-by-step guide and accessing each indicated page to complete the necessary settings, your agent will have a fully configured number ready to start servicing customers.

Copy Settings

How to access: Settings > Copy Settings

The copy settings feature allows you to select a number as a reference and copy all its settings to other numbers.

To use it, select the number that will be used as a reference to replicate the service settings, then select the numbers where these settings should be applied. When everything is ready, click "Copy."

Tip: Active Message settings will not be replicated.
After copying the settings, you can go to the "Service Settings" page and check the agents’ settings individually.

WhatsApp Profile

How to access: Settings > WhatsApp Profile

Through the WhatsApp Profile, you can configure the account details responsible for the number. You can upload the profile picture, add the company’s address and website, corporate email, and a description.

Viewing a Profile

To select the profile to view and configure, choose the desired number at the top of the screen.

Editing the content

To edit the information, click on the enabled fields, make the desired changes, and then click "Save." To add or change a photo, click the upload button, choose the desired image, and then click "Save."

Number Verification

How to access: Settings > Number Verification

The number verification page was developed because META requires a one-time password (OTP) for every activation of the WhatsApp Business API. It simplifies this process by natively presenting the sequence of steps needed to complete the activation, making the number fully ready for the agent to start using it.

The process is simple and begins with searching for the WABA, followed by selecting the number you want to verify.

Make sure to:

Have a mobile device capable of receiving calls or SMS.
In the case of the call option, ensure the IVR (Interactive Voice Response) system is turned off at that moment.

Depending on the option chosen, you will receive a call or an SMS with a code. As soon as you receive it, enter the code and click the “Verify Code” button.

Since this process involves communication with META’s servers, failures may occur, such as difficulties searching for the WABA, problems receiving the code or call, or issues completing the process. In these situations, we recommend waiting a few minutes and trying again, as it may be a temporary unavailability of META’s services. If the issues persist, please contact our support team for assistance.

Extra Content

Creation and Approval of Templates

https://help.blip.ai/hc/pt-br/articles/4474382379799-Como-criar-e-aprovar-um-Message-Template-no-WhatsApp#h_01F9F0REKS46HHMDQ0893X362J

Activation of Functionality in the Desk

https://help.blip.ai/hc/pt-br/articles/20985899600023-Permissionamento-de-atendentes-no-Blip-Desk

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