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Quick Replies in Blip Desk for Agents

  • Updated
  1. Step by Step
    1. Granting Permission (Manager's View)
    2. Using Quick Replies (Agent's View)
  2. What Remains the Same
  3. Known Limitations
  4. Frequently Asked Questions (FAQ)

 

The Quick Replies feature in Blip has evolved into a hybrid model. In addition to managers continuing to register general company messages through the Blip Portal, agents themselves can now create, manage, and customize their own quick replies directly within the Blip Desk interface. This update eliminates the use of external tools (such as notepads), ensures operational autonomy and personalization of tone of voice, while keeping full access control centralized in management’s hands.
 

Before You Start

The manager must previously grant the Create Quick Replies permission to the agent in the Blip Portal.
 

Step by Step

Granting Permission (Manager's View)

  1. For an agent to create and manage their own quick replies, the manager must grant the respective permission in the Portal.

  2. The manager accesses the “Agents” option under Support, selects the respective agent to be granted permission to create quick replies, and activates the “Create Quick Replies” toggle.

 

Using Quick Replies (Agent's View)

1. In the active support chat, the agent clicks the ab icon in the lower bar of the message box.

2. Types search terms in the search field or filters by origin ("Company" or "Personal").

  • If the term is not found, the screen will display "No results found", suggesting to try another term.

3. The agent navigates with the mouse or keyboard arrows. The selected message is highlighted in blue, and its full text appears in the preview panel on the right.

4. Clicks the "Insert Reply" button or presses Enter on the keyboard to insert the text into the support chat.

Creating a New Quick Reply:

1. Under the “Create” option, the agent selects “Quick Reply.”

2. To create a new quick reply, all fields must be filled out: Title, Category, and Content. After filling them out, the “Save Reply” button will be enabled.

Editing a “Personal” Reply:

  1. The agent hovers over a personal reply, clicks the three-dot icon (⋮), and selects "Edit".

  2. Modifies the data in the modal and clicks "Save Changes" (enabled after any modification).

Creating a New Category

1. A Quick Reply must be associated with a category. If none exists, it will be necessary to create one.

2. Under the “Create” option, select “Category.”

3. Assign an appropriate name and click “Create.”

Editing a Category

1. If needed, it is possible to edit a category created only by the agent. Next to the created category’s name, click the pencil icon.

2. Edit the name or delete the selected category.

What Remains the Same

  • Immutability of Company Replies: Replies registered by the company via the Blip Portal remain protected against any editing or deletion by agents in Blip Desk.

  • Access Location in the Interface: The ab icon remains exactly in the same location within the support chat text box.

  • Sending Flow: The final action of selecting and inserting the text into the conversation within the Desk remains identical.

  • General Access: All agents retain access to view and use the company’s global quick replies.

Known Limitations

  • Editing Restricted to Personal Replies: Editing or deleting replies registered by the company through Blip Desk is not allowed.

  • Text-Only Support in This Version: Sending and registering pre-recorded audios as quick replies are not included in this initial version.

  • Creation Block Without Permission: Agents without the active permission toggle in the Blip Portal will be unable to register new messages.

Frequently Asked Questions (FAQ)

  1. What is the Quick Replies feature in Desk?

It is an evolution of the tool already existing in Blip. Now, the feature allows agents themselves to create and manage their quick and personal messages directly on the Blip Desk screen, not just managers via the Portal.

  1. What are the benefits of this feature for daily use?

The main benefits are increased operational agility and autonomy for the agent to personalize messages with their own "tone of voice." Additionally, it eliminates the need to use parallel tools, such as notepads, to save frequent messages.

  1. How does the feature work in practice?

It’s very simple: with permission activated, the agent clicks the "ab" icon in the lower bar of the message box during a support session. There, they can search replies by text, filter messages by "Company" or "Personal," select the desired message, and send it to the client with a click or by pressing Enter.

  1. Where can agents find the quick replies they create in Blip Desk?

The access location has not changed. All replies (both company and personal) can be found by clicking the "ab" icon located in the chat text box.

  1. Can any agent start creating quick replies immediately?

No. The system blocks creation for those without permission. For an agent to create their own messages, the team manager needs to access the Portal and activate the "Create Quick Replies" permission toggle for that specific user.

  1. How do agents organize the replies they create?

They can organize them by categories. Every new reply created in Desk must be associated with a category. If the needed category does not yet exist, the agent can create and name it when saving the reply.

  1. What changes with the new Quick Replies feature?

Now, in addition to managers, agents themselves can create and manage their personal replies directly in Blip Desk. The system operates in a hybrid way: company management continues creating general messages via the Portal but can allow each agent to create their own individual library.

  1. What is required for an agent to create their own replies?

For an agent to create or manage new messages in Blip Desk, the manager must grant this prior permission through the Portal.

  1. Can agents edit or delete the general replies registered by the company?

No. Editing and deletion in Desk are restricted only to personal replies created by the agent. Replies created by the company in the Portal remain protected and immutable for the team in Desk.

  1. Is it possible to register audios as quick replies in this new feature?

In this initial version, only text format is available. Sending pre-recorded audios as quick replies is not yet supported but is planned for future product updates.


 

Need more help? Explore our content at Blip Academy or Blip Community, watch tutorials on our YouTube channel, or get your questions answered in our support channel 😃

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