How to configure Agent Absence in Blip Go Personal – Blip | Blip Help

The Agent Absence feature is a setting aimed at managers and agents that allows informing customers and leads about a professional's unavailability during specific periods. This functionality is commonly used in scenarios of vacations, leaves, or terminations, ensuring that the communication flow is not interrupted without a clear response to the end user. In addition to the notice, the module allows for the indication of alternative contacts to maintain service effectiveness.

Operation and Features of the Module

1. Application of the Configuration

The rules defined in this module are directly linked to the number selected in the header selector (top right corner of the page). Any changes made will impact only the instance active at the time of configuration.

2. Service Flow Behavior

Disabling the Human Flow: At the moment the absence message is enabled, the standard behavior of the human service flow is interrupted.
Suppression of Availability Rules: The system will stop checking the pre-configured service hours or the real-time availability of the agent. The absence message takes total priority over the human triage rules.

3. Alternative Contact Suggestion

The module offers the option to configure a contact suggestion directed to another agent. This feature aims to ensure that the customer/lead has their needs met effectively, offering a direct bridge to another qualified professional, even in the absence of the original agent.

4. Status Persistence

The absence message does not have an automatic expiration timer based on a calendar. It will remain active and be displayed to users uninterruptedly until a manager or agent manually deactivates it within the Blip Go Personal panel.

Tips

Use the contact suggestion to avoid the service "limbo." By indicating another agent, you keep the lead warm and avoid losing business opportunities during the absence period.
Before activating the absence, check if all pending tickets have been properly transferred or closed, in accordance with service governance best practices.

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