How to consult the Conversation History in Blip Go Personal – Blip | Blip Help

Summary

The Conversation History page is the audit and retroactive consultation tool of Blip Go Personal. It allows managers and agents to revisit past interactions, ensuring transparency in service and allowing the recovery of crucial information shared during a ticket's life cycle. The module centralizes access to the service records of the entire team, serving as a knowledge base for quality analysis and support.

Important

The system makes available the history of the last 3 months. Data prior to this period is not visible in this listing.

How to view and export a service ticket

To consult and download the records, follow the detailed procedure below:

1. Go Personal agent/number selection

Locate the number selector in the top right corner of the page. Click on the selector and choose the specific bot/number you wish to consult. The table content will be automatically filtered based on this selection.

2. Locating the Record

In the main table, navigate through the list of available tickets. Identify the ticket corresponding to the conversation you wish to audit. You can use the identification columns to facilitate the search.

3. File Generation (Download)

In the row corresponding to the desired ticket, identify and click the download button. The system will process the request and generate an electronic file for viewing.

Features of the Exported History

When requesting the download of a conversation, Blip Go Personal delivers the content with the following technical specifications:

File Format: The history is generated and displayed in PDF format, ensuring the visual integrity of the conversation and facilitating sharing or external archiving.
Conversation Content: The file contains the full transcription of the text messages exchanged between the agent and the customer.
Media Management (Images, Audios, and Videos): For file optimization reasons, media (sent or received files) are not directly incorporated as images in the body of the PDF.
Display via Link: All media associated with the service will be presented in the document in link format. By clicking the link within the PDF, the user will be directed to the original media file for viewing or listening.

Tip

Since the history is limited to the last 3 months, it is recommended that for critical services or legal cases, the PDF download be performed immediately after the ticket is closed for storage on the company's local servers.

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 😃