How to contact Blip

Today, there are three ways to contact support:

• Via portal;

• WhatsApp;

• Telephone*.

*Available only to Enterprise plan customers.

What you need to access the channels

1 - Be a paying customer.

Have a current contract with one of the plans, namely: Startup, Lite, Plus, Super and/or Enterprise. Find out more about your current plan here.

2 - Be a Blip user.

Not a Blip user yet? Create your access by here. 

3 - Be in the view of the contract associated with the plan or team of a paid bot.

Not yet part of the Bot team? Ask to be added to the contract. It's super simple, just follow these steps. See how to get added by clicking here.

4 - After connecting to the Blip Portal, configure the Language of use in “Preferences”. 

To get in touch with our team and have the best experiences, just configure your information by clicking here.

Opening requests via portal
 

On the Blip portal home page, click on the information icon and then select the option to access the opening screen.

How do I open a new ticket?

In the upper left corner, select the option “Open new ticket”:

How to fill it out correctly: 

Select the organization (company) for which you want to open the ticket and choose the reason for opening in the ticket category (support, billing, etc.).

Briefly state the reason for opening. E.g.: Error in sending message.

Describe in detail the scenario you are facing. Provide as much detail as possible about your request so that our service can be more effective, such as:

• What is your pain/doubt?

• Where is the problem?

• What is the path to reproduce it?

• Give examples of users, agents, tickets, etc.

• Add screenshots, videos, and GIFs that highlight and bring more context to your request.

Do other people need to follow this request? 

Include the email addresses so they can receive updates on the tickets. After entering the email, press Enter to save the record.

To complete the ticket, read the notice carefully and check the checkbox. Then, click "Submit". As soon as you finish filling in the ticket data, click "Submit" in the lower right corner.

Done! Your ticket information will be displayed in the lower right corner of the screen and, in moments, you will be able to follow it through the My requests screen.

How can I follow my requests? 

This panel allows you to monitor the stability of the platform. Here you can check if there are registered incidents:

Below, you will find a list of tickets opened by you, a list of tickets where your email was copied, and even a list of tickets opened by your organization.

You can filter the ticket list by status and opening category:

At this stage, you will be able to view the ID, title, creation date, current status, and the content of your ticket!

When selecting the content of your ticket, you will find the following information:

• Title, opening date, and requester.

• History of interactions between the requester and the analyst responsible for the case.

• Requester information and CC'd emails.

• General information about status, category, and dates (start and end).

• Field to insert comments and updates to the ticket.

Opening requests via WhatsApp (Smart Contact)

Prefer to open your call via WhatsApp? Call us at +553133496201

Send an interaction to Smart Contact, and your conversation will begin.

When interacting with our smart contact, you have the possibility to use Blip Help responds to clarify your doubts.

Click on “options” and select the option”I’m already a Blip customer” 

Choose the “Blip Help Responds” option

You can write your question or send an audio message!

When you doubt in answered, you can end the conversation.

If you are experiencing a problem with the platform and want to open a ticket, simply repeat the initial process:

Interact with Smart Contact to initiate contact:

Click on “options” and select the option ”I’m already a Blip customer”

Choose the “Manage tickets” option

The next step will be to send your registered email to the platform. And then, select “Ticket Opening”. 

From there, you will need to insert the bot ID and follow the process by entering information such as title and very detailed descriptions to speed up your service.

This way, your call will be forwarded to support so that the team can continue the negotiations.
 

Contact via email
 

The support team does not handle tickets through this channel. If you have difficulty and are unable to open a ticket using any of the options above, please contact us and ask for help to continue the process.
 

Contact by phone

Telephone contact is available exclusively to customers with the Enterprise plan. Recall your contract plan here. If your contract does not include this plan, access other service channels.
 

For telephone support, in case of technical support for Enterprise plan customers, call +55(31) 3349-6201.

It is very important that before making the call, the customer must have an open ticket with support (opening is mentioned above and can be done via Portal or WhatsApp), as it is through the ticket to be mentioned in the telephone contact, that support will be able to continue with the negotiations.
 

Opening hours

• Business Plan | Questions and technical support

From 8am to 6pm (Brasília time) from Monday to Friday.

• Enterprise Plan | Questions

From 8am to 6pm (Brasília time) from Monday to Friday.

• Enterprise Plan | Technical Support

Telephone service 24x7

 
The important thing is that we resolve all your doubts. Where to? That's your choice ;)