Blip Go Personal Service – Blip | Blip Help

Index

Agent absence

How to access: Helpdesks > Agent absence

This is a very common configuration that managers or agents can perform to inform their customers and leads about the agent's unavailability for a certain period of time, usually due to vacation or termination.

In addition to informing about the absence, it is possible to configure a contact suggestion with another agent. In this way, the customer will have the opportunity to be served more effectively, ensuring that their needs are met even in the absence of the original agent.

Characteristics

The settings are applied to the number that is selected in the header (upper right corner of the page).
The absence message will continue to be displayed as long as it is not deactivated.

Blip Desk

How to access: Helpdesks > Blip Desk

Blip Desk is the official service interface for Blip Go Personal, designed to manage conversations through service tickets efficiently. The platform offers a variety of resources that facilitate the daily lives of agents, including ready-made responses (quick replies), notes about services and contacts, sending active messages, as well as the possibility of defining the online/offline status of the agent, among others.

Although Blip Desk is accessible externally through the link https://desk.blip.ai, we recommend using the interface through Blip Go Personal, as this provides a more integrated experience and allows access to other product resources in a more fluid way.

There is specific documentation for Blip Desk; access it through this link.

Desk Conversations

Our goal with Desk Conversations is to better support continuous service, especially for agents who deal with customer portfolios and need to resume conversations frequently — something very common on WhatsApp.

Desk Conversations was created to solve an immediate need: to reduce the friction for those who already provided service on WhatsApp and started using Desk.

With Desk Conversations, you have:

1. Contact-centered view

Continuous timeline with unified history per contact.
Message history: last 90 days on the timeline.
Contact history: "forever" retention of contacts. It is possible to find old contacts.

2. Global search

Search by name or phone.
The search is performed across all bots to which the attendant is related, provided they have permissions.
The "installations" selector at the top of the Desk Conversations screen is no longer necessary for the search to work correctly.

Required permissions

For the search to return contacts from a bot, the attendant needs to have permissions enabled in the bot, such as:

Permission to send active messages (when applicable to the use case)

3. Resume conversation/Send active message on the same screen

When clicking on a contact, the screen behavior may vary according to the state of the conversation and the service.

If the contact is in service and the Meta window is open, the text field for sending a message will be displayed directly.

If the contact is in service, but the Meta window has expired, a warning will be displayed informing that the conversation has expired, along with the active message sending component.

If the contact is not in service at the moment, the history will be displayed (when it exists) and the active message sending component will appear, informing that it is necessary to send an active message to resume the conversation.

In all these scenarios, the sending flow follows the well-known pattern: Select the template → Fill in the variables → Send the message.

Important note: the use of templates for active messages remains mandatory due to Meta's restriction. The improvement lies in the ease of resuming conversations directly from the history, without navigation between menus.

4. Contacts without conversation history

It may happen that a contact returned by the search does not have a visible conversation history. This can occur in two cases:

The contact has never conversed before;
The contact has conversed before, but the history is older than 90 days and is no longer available in the conversation thread.

In these situations, when clicking on the contact, a modal will be displayed informing that there is no conversation history available and guiding that the best way to resume contact is by sending an active message.

Upon confirming the modal, the user will be directed to the traditional active message sending flow of Desk, with the contact's number already filled in, simply needing to select the template and send the message.

5. Contact in service by another agent

The contact list is shared among the attendants of the same bot. Therefore, a contact returned by the search may be in service with another agent at the moment.

In these cases, when clicking on the contact, the conversation history may be displayed normally (when it exists), however, the message sending field will not be available.

Instead, a message will be displayed informing that the contact is being served by another agent, indicating the name of the person responsible for the service. To interact with this contact, it is necessary to request the transfer of the conversation.

Contacts

How to access: Helpdesks > Contacts

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

To choose the number whose contacts you want to view, access the "Home" page, choose the number in the select that appears in the header and click on the menu Helpdesks > Contacts.

The page offers various resources to facilitate the visualization and search for information about contacts. It is possible to access conversations with customers, view the content conversed by automation (if activated), see open tickets, and the interaction history of the last three months.

Contacts are organized by the date of the last interaction, and it is possible to search for them by a specific period, in addition to filters by name, email, phone, city, document, and ID.

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

After-hours contacts

How to access: Helpdesks > After-hours contacts

Contacts made during service hours are handled normally by agents. However, customers and leads continue to get in touch outside of this period, which we call "after-hours contacts." To offer greater visibility and practicality to agents, this page was created to facilitate the return of these contacts with 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 listing, as we understand they have already been contacted or that the agent had no interest in establishing contact.

Data in the listing:

Contact date: Displays the day and time the contact was made.
Name: Identification of the person who made the contact. This information will only be presented if the user has it configured on WhatsApp. Otherwise, the name will appear as "(No name)".
Contact: The sender's number that the customer/lead is using.
Requested return?: This column informs if the customer/lead requested a return through the option presented by the automated service. This functionality can be activated or deactivated in Settings > Chatbot > Service Tab > Option “Notify the next service hour”. If disabled, values in this column will appear as "N/D".
Message sent?: A column indicating which contacts have already received an active message through the tool, avoiding unnecessary resends.
Actions: Column where possible actions are displayed. Currently, there is only one option: Send active message to the contact in question. When clicking this option, the sending modal is displayed.

In this modal, agents have the possibility 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 choose an appropriate message model (template) and fill in the necessary variables, if any exist.

Conversation history

How to access: Helpdesks > Conversation history

On the Conversation history page, you can consult your team's ticket history whenever necessary, with access to the last 3 months.

How to view a ticket

To view tickets, follow these steps:

In the upper 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.

By doing this, you will be directed to a PDF file, where you can access the conversation content. Associated media will be displayed in link format.

Monitoring

How to access: Helpdesks > Monitoring

In addition to the conversation history, you can also monitor services in real-time. With this functionality, it is possible to track the following metrics: tickets in queue, tickets in service, ticket status today, and agent status.

Number filter

You can view the above metrics per agent on a single number or select the "All numbers" option to see complete metrics for all agents related to the numbers you have access to in your organization.

Page metrics

Tickets in queue: Total tickets waiting to be assigned to an agent.
Longest time in queue: Longest time a customer has been waiting in queue to be assigned to an agent.
Tickets in service: Total open tickets that have already received the first response from the agent.
Average time to first response: Average time between customers being assigned to an agent and receiving the first response.
Maximum time to first response: Longest time a customer is waiting to receive the 1st response from the agent after being assigned.
Average response time: Average time agents take to respond to customer messages.
Average service time: Average duration of services closed during the day.
Ticket status today: Presents an overview with total tickets and how many are open, closed, abandoned, and lost on the current day.
Agent status: Presents an overview with the average tickets per agent and the number of agents in online, on break, and invisible statuses.

Detailing

These are lists with various information about tickets in service, tickets in queue, agents, and tags. Through them, it is possible to have more detailed data, which facilitates the investigation of potential problems in your service management.

Quick replies/Ready-made responses

How to access: Helpdesks > Quick Replies

Ready-made responses are predefined phrases that optimize the service provided by your agents. They can be easily accessed through the Desk interface, allowing employees to respond to interactions quickly and efficiently. In an environment with various repetitive interactions, the use of ready-made responses not only standardizes communication but also saves time, ensuring a smoother experience for attendants and customers.

This is the home screen, where you will find a list of all categories already created to organize ready-made responses. To start the registration process, the first action that must be performed is the creation of a new category. This will allow you to categorize your responses efficiently, facilitating access and organization of information.

With the category created, we can now add the ready-made responses. To do this, it is necessary to fill in two fields: the first is the title of the response, which should be concise and clear text, facilitating recognition by the agent. The second field is for the ready-made response itself, which consists of the text that will be used in the conversation as soon as the agent selects it.

Characteristics

Automatic Update:

Any editing performed on the Quick Replies will be automatically reflected in all installations to which the user has access. This means that if a manager, who has access to several installations, creates or changes a canned response, this update will be applied simultaneously to all of their installations, ensuring consistency and agility in communication.

Quick Replies created in the Blip portal are not automatically pulled to the module, therefore, it is only possible to view in the module the responses created through the module.
Type of Responses:

Currently, it is important to emphasize that, in Blip Go Personal, it is only possible to create canned responses of the text type. This functionality aims to meet the basic service needs and facilitate interaction with customers efficiently.
Character limits:

Response title: limit of 30 characters;

Category name: limit of 60 characters;

Canned response: no limit.

FAQ Desk Conversation

The search returned nothing. What could it be?

There are three main possibilities:

You typed a name/phone number different from the expected registration;
You are a manager (not associated as an agent with the bots) — in this case, the search may return empty for now;
You have a relationship with the bot, but do not yet have registered/imported contacts.

I am a manager and the search returns zero. Is this a bug?

For now, it is an expected behavior: the search works for users associated as agents with the bots. Evolution for managers is on the roadmap.

What permissions do I need for the search to work in a bot?

You need to be associated with the bot and have permissions enabled (e.g., access to contacts/history in Desk and, when applicable, sending an active message). If you have questions, contact the bot admin.

Does the search look for message content?

Not yet. Today it searches by name and phone number. But you can open a contact and use the magnifying glass to search within that specific conversation (within the period available in the timeline).

Why do I still need to use a template for an active message?

Because it is a restriction from Meta. The gain of Desk Conversation is to facilitate resumption on the same screen, maintaining the mandatory flow.

Is the contact history complete?

If you are a Go Personal user, you can locate old contacts. As for the message history displayed on the timeline, at the moment, it shows the last 90 days.

What if I don't have contacts in the database? How do I add them?

You can register/import contacts via the Contact Management module (e.g., CSV import). After that, they will start appearing in the search (when there is a link and permissions).

Does this already work in the Desk App?

Not yet. In the app, the current search is more limited and focused on open tickets/conversations. Bringing the full experience to the app is under evaluation.

I clicked on a contact and a message appeared saying there is no history. Is this an error?

No. This can happen when the contact has never conversed before or when the conversation history is older than 90 days. In these cases, the system guides the sending of an active message to resume contact, directing to the standard Desk flow.

Why can't I reply to a contact that appears in the search?

This can happen when the contact is currently in service with another agent. In these cases, the history may be displayed, but the message sending field will not be available. To interact with the contact, it is necessary to request the transfer of the conversation.

For more information, visit the discussion on the subject at our community or videos on our channel. 😃