[Extension] How to Send Active Messages via Blip Desk with the Contact Manager Extension

1. Introduction

2. Enable the Contacts Tab in Blip Desk

3. Send an Active Message via Blip Desk

4. Track Sent Active Messages

5. Best Practices

6. Support

Brief description: Send active WhatsApp messages to your contacts directly from Blip Desk, using approved templates, during customer service.

Introduction

After the WhatsApp 24-hour window closes, the agent cannot send a free-form message to the customer: every contact initiated by the company requires an approved template. An active message is this communication initiated by the company, not a response to a recent customer interaction. With the Contact Manager, the agent sends this WhatsApp message without leaving Blip Desk, right in the middle of the service.

For example, when closing a service, the agent selects the appointment confirmation template, fills in the customer's name and date, and sends it to the contact’s WhatsApp. If needed, the contact can be directed to a bot flow for when the customer responds. The contact must already be in the Contact Manager; to import an entire database at once, use bulk import.

Before you start

The sending happens in the service bot, the same one that uses Blip Desk. Make sure that:

• The Contact Manager extension is installed and active in the service bot. If you haven’t installed it yet, activate the Contact Manager on Blip Store.

• The WhatsApp channel is connected to the bot. Active messages through the extension work only on WhatsApp.

• Message templates are approved on WhatsApp and available in the bot.

• The contact has a valid WhatsApp number.

Note: Sending active messages from within Blip Desk requires a paid plan (Pro or Enterprise). On the free plan, the contacts tab is not available in Blip Desk.

Enable the Contacts Tab in Blip Desk

Make this configuration in the service bot, the same one that uses Blip Desk.

1. In the Contact Manager extension, open Settings.

2. In the Blip Desk Settings section, enable Enable contacts tab. The contacts tab will appear in Blip Desk for agents.

3. Check Allow agents to perform actions on contacts. This option enables the active message send button inside Blip Desk.

Send an Active Message via Blip Desk

1. In Blip Desk, during a WhatsApp service session, open the Contacts tab of the extension.

2. Locate and select the contact to whom you want to send the message.

3. In the Contact tab, click the WhatsApp icon (Send active message). The Send Active Message window opens.

4. In the Message Template field, select an approved template. The template text appears for you to review. Fill in the fields the template requires (variables, media, and button) according to the details below.

5. To direct the contact to a point in the flow when they respond, enable Position user in bot and select the destination Bot and Flow. Leave it disabled if this routing is not needed.

6. Click Send. The message is sent and Blip Desk displays the confirmation "Message sent!".

Template Variables, Media, and Button

The template body may include numbered variables (Variable {{1}}, Variable {{2}}, and others it may have). Fill in all of them: the number and order of values must exactly match the approved template, and the Send button is only enabled when all required fields are filled.

If the template includes media (image, video, or document), provide the public URL in Media Link. The URL must use HTTPS, be accessible without login, and point directly to the file, within the formats and sizes accepted by Meta. The example media used during template approval is not reused for sending, so provide the file here; if the field is left empty, the message will be sent without media.

If the template has a dynamic button, fill in the Button Variable. This field is mandatory for templates with buttons.

Track Sent Active Messages

1. In the contact’s Active Messages tab, view the history of sent messages and the delivery status of each message.

2. Click View Details to open the sent message and review the sent content. Messages with failures do not have this button; the reason appears on the card itself.

Best Practices

• Test with a controlled contact before sending to customers.

• Review the template text and variable values before sending.

• Keep contacts’ WhatsApp numbers updated and in international format (with country code and area code).

• Use optimized media within Meta’s limits.

• Respect WhatsApp and Meta’s active messaging policies. Changes to the template may require new approval.

Support

If you have questions or problems with the extension, contact us at support@wiv.com.br.

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 😃