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How to manage Contacts outside of Business hours in Blip Go Personal

  • Updated

  1. How the Listing Works

  2. Executing the Callback (Active Message)

  3. Tip

 

The Contacts outside of Business hours module is a management tool designed to centralize and provide visibility to interactions initiated by customers and leads outside the team's operating period. This functionality allows agents to identify missed contact opportunities and perform the active reactivation of these conversations, ensuring that no lead is left without a response due to schedule mismatch.

 

Important 

  • Access Path: Navigate to Service > Contacts outside Business hours. 

  • Configuration Dependency: The "Requested callback?" column depends on the prior activation in Settings > Chatbot > Service Tab > Option “Notify the next service hours”. 

  • Retention Period: The data remains available for 7 days. Make sure to establish a daily return routine. 

  • 24/7 Service: If the 24h a day Service option is enabled, all contacts, regardless of the time, will be transferred to human service and there will be no concept of “outside of service hours,” causing this list to always remain empty.

 

How the Listing Works 

On this screen, the system displays all contacts made in the last 7 days for the selected agent. After this period, the records are automatically removed from the interface, under the premise that the contact has already been made or there is no longer interest in the approach.

Detailing of Columns and Data 

For each record in the list, the following information is individually detailed:

  • Contact date: Informs the exact day and time (HH:MM) when the customer's message was received by the system.

  • Name: Displays the sender's identification as configured in their WhatsApp profile. If the user does not have a configured name, the system will display the term (No name).

  • Contact: Presents the sender's full phone number (Country Code + Area Code + Number).

  • Requested return?: Indicates whether the customer opted to receive a callback after the automated peak hour notification.

    • Yes/No: Status based on the user's choice in the bot flow.

    • N/A: Displayed when the hour notification functionality is disabled in the Chatbot settings.

  • Message sent?: Logical status that indicates whether the agent has already triggered an active message to this contact through this screen. It serves to avoid duplicate approaches by the same team or agent.

  • Actions: Provides the button for task execution. Currently, it has the single option to Send active message.

 

Executing the Callback (Active Message) 

When selecting the action to send an active message, a configuration modal will open. This process follows the logic of WhatsApp Templates:

Steps for Reactivation:

  • Template Choice: The agent must mandatory select a Message Template approved for the channel.

  • Filling Variables: If the chosen template has dynamic fields (e.g., {{1}}), the agent must fill each variable individually with the corresponding information (e.g., Customer name, Protocol, etc.).

  • Sending Confirmation: After validating the content, the agent confirms the dispatch to reopen the 24-hour conversation window on WhatsApp.

Tip 

Since contacts expire in 7 days, use the Message sent? column as your productivity checklist. Always prioritize contacts that have "Yes" in the Requested return? column, as these have a higher purchase intent or urgency. 

Attention: If you see many records with "N/A" in the return request column, check with the administrator if the "Notify next service hours" option is correctly configured in the Chatbot module.

 

Need more help? Explore our content at Blip Academy or Blip Community, watch tutorials on our YouTube channel, or clear your doubts in our service channel 😃

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