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New Customer Service Sidebar Menu on the Portal

  • Updated
  1. Step by Step
  2. What Remains the Same
  3. Frequently Asked Questions (FAQ)

 

This article presents the modernization of navigation and usability within the Blip Portal. The goal of this update is to organize and group the sidebar menu items in a more intuitive and fluid way, optimizing screen space and making it easier to locate features during daily use.
 

Step by Step

1. Understanding the New Navigation Structure

The change is strictly structural and visual. No functionality has been removed and no access permissions have been changed. Features have been grouped under expandable categories based on their usage context.

Item Mapping (BEFORE vs. AFTER)

Below is the exact correspondence of where each item from the previous menu is located in the new structure:

  • Direct items in the menu:
    • Monitoring: Remains as a direct access item.
    • Service History: Now displayed directly as History.
  • Reports Category (Expandable Menu):
    • Service Reports: Now located under Reports > Service.
    • Satisfaction Analysis: Now located under Reports > Satisfaction.
    • Score: Now located under Reports > Score.
    • Blip Calls: Now located under Reports > Calls.
    • Sales Report: Now located under Reports > Sales.
  • Communication Category (Expandable Menu):
    • Blip Copilot: Now located under Communication > Blip Copilot.
    • Quick Replies: Now located under Communication > Quick Replies.
    • Message Templates: Now located under Communication > Message Templates.
  • Rules Category (Expandable Menu):
    • Service Rules: Now located under Rules > Service.
    • SLA Rules: Now located under Rules > SLA.
    • Service Hours: Now located under Rules > Hours.
  • Agents Category (Expandable Menu):
    • Agents: Now located under Agents > Agent Management.
    • Queue Management: Now located under Agents > Service Queues.
    • Custom Breaks: Now located under Agents > Custom Breaks.
  • Preferences Category (Expandable Menu):
    • General Settings: Now located under Preferences > General Settings.
    • Metadata Management: Now located under Preferences > Metadata Management.
    • Service Channels: Now located under Preferences > Service Channels.
  • Footer External Shortcut:
    • Blip Desk: Direct shortcut positioned at the bottom edge of the sidebar menu for quick environment switching.

        

Before  X After
 

2. How to Navigate the New Sidebar Menu

  1. Access the Blip Portal with your usual credentials.
  2. Select the Customer Service tab and observe the restructured left sidebar menu.
  3. To access direct items, click on Monitoring or History.
  4. To access grouped features, click on the desired category to expand the available options.
  5. To access the service platform, click the Blip Desk button located at the bottom corner of the menu.

 

What Remains the Same

  • Option Availability: No functionality or menu option has been removed.
  • Access and Permissions: Profiles, roles, and permissions of all users (managers, agents, etc.) remain exactly the same.
  • Internal Functioning of Screens: Pages and tools accessed through the menu continue with their business rules and internal layouts unchanged.
     

Frequently Asked Questions (FAQ)

  1. Has any functionality been removed from the new menu?

No. No option has been removed. All functionalities remain available, only organized and grouped under a new visual structure.

  1. Will the access level or permission change?

No. Permissions and access levels configured in the Portal remain 100% unchanged.

  1. When will the new menu be definitively launched?

The visual change will be applied to all users on 08/24. Starting 08/12, managers will already see a notification about the transition.

  1. Is it possible to revert to the previous view?

No. The update is a structural and definitive change to the Blip Portal layout starting 08/24, with no toggle switch or option to return to the old model.

  1. Who will have access to this new menu view?

All clients and users who access the Blip Portal. The change will be applied globally on the platform on 08/24 (with a prior notice in the product starting 08/12 for managers).

  1. Are there any limitations?

There are no usage limitations or loss of features. All accesses, permissions, and tools available in the previous menu remain 100% active and accessible, having only been restructured and visually grouped to facilitate navigation.

 


 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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