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[Extension] How to search for customers in Blip Desk with the Contact Manager extension

  • Updated

  1. Introduction

  2. Enable the contacts tab in Blip Desk

  3. Search for a contact in Blip Desk

  4. View contact information

  5. Best practices

  6. Support

 

Brief description: Find any customer during service in Blip Desk by searching by name, phone, email, document, or conversation keywords without leaving the service screen.

 

Introduction

During service, finding the right customer in a large database takes time and forces the agent to switch screens. The Contact Manager extension brings the search inside Blip Desk: on the contacts tab, the agent types a customer detail and sees the contact, conversation history, and associated information without leaving the service.

For example, when a customer contacts via WhatsApp, the agent searches by part of the name or phone digits and opens the message history, tickets, and properties of that contact. This is one of the Contact Manager's features: to load many contacts at once, use bulk import; to learn about others, consult the extension’s full documentation.

Before you start

The search in Blip Desk is configured in the service bot, the bot agents use in Blip Desk. Before enabling, check:

  • The contacts tab in Blip Desk is only available on paid plans (Pro or Enterprise). On the free plan, the enable option is disabled.

  • You configure the extension on the service bot, not on the Router.

  • Searching by conversation keywords uses messages indexed by the extension, which start being recorded after activation. Conversations prior to activation may not appear in this type of search.

 

Enable the contacts tab in Blip Desk

  1. Access the Contact Manager on Blip Store and activate the extension on the service bot. The extension will appear in the installed list.

  2. Open the Contact Manager panel and go to Settings.

    Painel do Gerenciador de Contatos com o menu Configurações aberto

  3. In the Blip Desk Settings section, enable the option Enable contacts tab. The contacts tab will then be available to agents in Blip Desk.

    Seção Configurações do Blip Desk com a opção Habilitar aba de contatos ativada e as permissões do atendente

  4. If you want, check the permissions the agent will have over the contacts:

    • Allow the agent to edit contact data

    • Allow the agent to perform actions on contacts

    • Allow the agent to block contacts (available when the contact blocking action is enabled)

  5. Open Blip Desk and during a service, click the Contacts extension icon.

    Tela de atendimento do Blip Desk com o ícone da extensão Contatos na barra de ferramentas
    Ícone da extensão Contatos em destaque durante um atendimento no Blip Desk

  6. The extension opens inside Blip Desk, ready for searching.

    Aba de contatos do Gerenciador de Contatos aberta dentro do Blip Desk, pronta para a pesquisa

     

Search for a contact in Blip Desk

In the Search contacts field, type a customer detail. The list shows matching contacts as you type.

You can search by:

  • Name

  • Phone

  • Email

  • Document

  • Contact ID

  • Words present in conversation history

  • Extra properties, using the syntax extras.field:value

When searching by name or conversation words, use complete terms. For example, searching for Thomaz returns contacts with that name and conversations containing that word.

Busca por Thomaz no campo Buscar contatos, com contatos e trechos de conversa correspondentes

When the search returns many results, use the filter button to narrow by tag or select one of the recent searches. If there are more results than shown, click Load more.

Note: on plans with contact limits, once the limit is reached, search becomes unavailable until an upgrade.

Rules for a more precise search

  • For phone, enter at least 4 digits.

    Busca de contato por número de telefone no campo Buscar contatos do Blip Desk

  • For email, enter the full address.

    Busca de contato pelo endereço de e-mail completo no campo Buscar contatos do Blip Desk

  • For document, enter the full value.

  • For name, the search returns contacts whose name starts with the typed text.

 

View contact information

After locating the customer, click the search result. The contact opens with the message history and, depending on permissions and extension configuration, with information tabs:

  • Contact, with name, email, phone, document, and extra properties

  • Tickets related to the contact

  • Comments recorded about the contact

  • Active messages, available for WhatsApp contacts

Contato aberto no Blip Desk com o histórico de mensagens e as abas de informações do contato

The actions the agent can perform depend on the permissions set in the extension configuration.

 

Best practices

  • Editing a contact may affect flows, conditions, automations, and integrations that depend on their data. Confirm the impact before changing data during service.

  • Reserve blocking and deleting contacts actions for authorized users. They affect service and are not always reversible.

  • Sending active messages to WhatsApp contacts depends on channel, bot configuration, and contact permissions.

  • Keep only necessary and authorized information in contacts, following your operation’s privacy and data handling policies.

 

Support

If you have questions or encounter any issues 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 ask your questions in our support channel 😃

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