How to configure the Human Service template for the Instagram channel – Blip | Blip Help

Index:

Introduction
Installation & configuration
Template customization
Configure human service
Channel connection
Custom reports
Access report
Mentions report
Service report
Exceptions report

Introduction

The human service template for Instagram was created for clients who want to scale their human service on the channel, allowing distribution of this service among multiple service teams and several agents on Blip Desk.

The Human Service template consists of:

User greeting;
Response to user story mentions (Instagram channel only);
Service

In addition to the standard user entry via the Message button on Instagram, as a template focused on this channel, it is also possible to start a conversation with a user from the brand mention in the user's story.

Installation & configuration

To use your Human Service template, just follow the step-by-step in this article that teaches how to select a template from Blip templates.

Once the installation is complete, you need to perform 3 steps to have your intelligent contact up and running.

Template customization

To configure your template, just access the created router, click on the three dots and select Template Customization and fill in the information following the displayed step-by-step instructions.

Configure human service

o enable the Intelligent Contact user to reach a human agent at any time, it is necessary to configure the human service for the Intelligent Contact. Follow the steps below to do so:

2.1) Access the router of your Intelligent Contact and click on Services in the central menu:

In the list of services, click on Chatbot:

2.2) Now that you have opened the chatbot Transfer, click on the Service tab.[a]

First, we need to create a queue for the services. It is mandatory to create a queue named Default.

Fill in the “New queue” field with the name “Default” and click the blue button to save the change. The other fields do not need to be filled in; they remain as they are.

The next step is to configure the agents and assign them to the queue we just created. Still on the Service tab, click on “Agents” and then “Add agents”. In the “Agents' email” field, enter the email of all the agents in your team. After typing each email, press the ENTER key. If the email is valid, it will turn blue as shown in the image below; otherwise, it will turn red, indicating there is an issue with the entered email, so be attentive.

Next, assign the created queue to these agents. In this case, the Default queue should be assigned at this moment. If there are other queues, assign them according to your needs, but the Default queue is mandatory for the proper functioning of the human service.

Channel connection

We're almost there! Your Intelligent Contact for Human Service is created and configured.

Now just connect it to a channel.

Here is the documentation for publishing on the channels supported by this template:

Still on channels, it is important to note that if you wish to connect your Smart Contact to Instagram, it is necessary to connect it to Messenger first.

Important: the entry point Story Mention is only compatible with Instagram.

Custom reports

The Human Assistance template comes with 4 pre-configured custom reports, ideal for monitoring the data of your smart contact. To follow, access the router bot, click on “Analysis” and then, “Custom reports”.

The 4 available reports are:

Access report

The purpose of this report is to monitor the accesses to the smart contact that did not come from the Story Mention. The first two charts show the total number of accesses to the bot during the selected time period and the number of daily accesses, respectively.

The last two charts present data regarding the total number of options chosen in the menu and, finally, the unexpected inputs sent by users at this point. This listing can provide very interesting insights, as it is possible to monitor what users are sending outside the available options, opening possibilities for improvement and evolution of both your smart contact and your business.

Mentions report

The purpose of this report is to monitor mentions to the smart contact through Story Mention. In the first visual, we have the total number of mentions within the chosen time period. In the second chart, we can separate the number of mentions into first mention (action “Yes” in the chart) and recurring mention (action “No” in the chart), and then we can track this index daily.

For example, these two chart options can show us the reach of your smart contact after the launch of a campaign and generate feedback such as: “How many new users are we gaining over a period of time?” and “How many users mention us again?” Indication of customer loyalty?”.

The next charts present data regarding the total number of options chosen in the menu and the unexpected inputs sent by users at this point. Remember that this menu appears only for users who mentioned the smart contact for the first time.

Finally, we have the inputs sent by users who have already mentioned the brand at other times. As it is an open field for inputs, this listing shows us how these users are interacting with the smart contact, what messages they are sending, their requests, compliments, complaints, among others.

Service report

This report aims to assist in understanding your team's service requests and availability. The first chart shows us the number of human service offers.

In the second chart, you can see, within the overflow offers, how many were accepted and how many were denied.

In the third chart, you can check, within the overflow requests on service days, how many happened within and outside of the scheduled time. This chart can be a great indicator, as if many service requests happen outside the scheduled time, it may be worth evaluating the extension of service hours, for example.

In the fourth and fifth charts, you can monitor your team's availability: first, by checking how many times they were available and unavailable, and secondly, by analyzing this indicator over time.

In the "Services" and "Overflow by Time Period" charts, we can see in more detail how many users who managed to overflow were attended to, how many requested service cancellation, and how many were closed due to inactivity. Next, you can monitor the overflow daily, within the chosen time period.

Exceptions report

The fourth and final report available has a more technical and investigative purpose, in other words, it will be possible to analyze all unexpected inputs sent by users at any point in the bot.

In the first listing, we have the format sent by the user and at what point it was sent. The unsupported formats by the chatbot are: files, images, videos, audios, emojis/stickers, and links.

In the second listing, we have available the input sent by the user and at what point in the flow it was sent.

The insights we can draw from this report are related to user behavior and what they are thinking and requesting, which could be points of improvement.

It is worth noting that the data displayed in all reports refer to the time period chosen at the beginning of the page.

All presented reports can be edited: any chart can be added or removed. Furthermore, it is also open for the creation of new reports as per the client's needs. The pre-configured reports were designed so that the client can quickly track the value delivery of their product and how much it can achieve.

For more information, access the discussion on the subject in our community or the videos on our channel. 😃