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How to limit ticket history visibility by agent in Blip Desk

  • Updated
  1. Summary
  2. Step-by-step
  3. Example

 

Summary

This setting allows you to apply a filter in your bot's General Settings to limit message visibility by agent. With it, the only history available in Blip Desk will be that of the agent in question. The agent will not be able to view other agents' ticket histories or the customer's conversation history with the bot. 

Before you begin

  • Access the specific human service bot where you want the history limitation to apply.

 

Step-by-step

1. Access the human service bot where you want the history limitation to apply, click its name, and select Settings:

2. Select Basic settings;

3. Locate the phrase "Click here to access the advanced settings" and click the here link. 

4. Select "Continue":

 5. Click the "Add" button:

6. Fill in the fields with the following information: 

7. Then, click the confirmation button (check/OK icon):

8. Done! Blip Desk histories will now be restricted to the agent handling the conversation at that moment.

 

Example

Practical example of how the history is displayed:

  • If ticket 966 was handled by agent Paula, and then the same customer was assisted in ticket 967 by agent Caio, he will not be able to view the history of ticket 966:

  • If the same customer contacts you again through ticket 968 and is assisted by Paula, she will only be able to view the history of her previous interaction with the customer, which took place in ticket 966:

  • The history with the bot is not displayed in any of these scenarios.

 

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