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How to Manage Queues and Service Rules in Blip

  • Updated
  1. Summary
  2. Setting up a service queue in Queue Management
    1. Assigning agents to a queue
    2. Adding specific tags to the queue
  3. How to create a service rule in Queue Management

 

Summary

The Queue Management feature is a service management tool where queues must be created, agents assigned, and service and prioritization rules defined for ticket routing. The queue system is the heart of the service operation in Blip, essential for distributing tickets among specific agent groups such as Finance, Support, and Sales. A service rule defines how your chatbot directs human service interactions among the registered teams. Prioritization allows tickets to be automatically prioritized according to the criteria defined by your company.

Before You Begin

  • To assign agents to queues and define service and prioritization rules in the Service module, you need the permission Help Desk > View and edit.

 

Step by Step

Setting up a service queue in Queue Management

  1. Access your portal at https://portal.blip.ai/application.

  2. Choose the chatbot you want to configure.

  3. Go to the Service menu and then click on Agents

  4. Go to the menu Agents > Service Queues.

  5. Click the +New queue button.

  6. In the dialog box that appears, choose a name for your queue and click Save.

Assigning agents to a queue

  1. Click Edit Queue on the “Pencil” icon

  2. Go to the first section Assigned agents.

  3. Click the +Add agents button.

  4. In the dialog box that appears, select the available agents.

  5. Click the Assign button.

Adding specific tags to the queue

Tags help operators categorize service interactions at the end of each conversation. Tags registered in this section will only be available for services in this queue. To add a new tag:

When adding tags to a queue

  1. Go to the Queue tags section.

  2. Add tags separated by commas.

  3. Press the enter key to add the tags.

  4. Click the Save changes button.


 

How to create a service rule in Queue Management

Service rules define the terms that route each conversation to the correct/desired queue. To add a new rule, follow the steps below: 

  1. Go to the section Rules > Service.

  2. Click the +Create rule button.

  3. Set the rule name by clicking the pencil icon next to the name, adjusting the text, and clicking the checkmark icon to save the title.

  4. Add the source of the rule in the if option (message, Name, email, or contact extras).

  5. Set the condition (contains, does not contain, is equal to, or is not equal to).

  6. Add the values,

  7. Press enter to complete the entry.

  8. Click Add condition if you need to configure multiple conditionals.

  9. Click Save.

To learn how to define variables in the Builder and route users through service rules using contact extras, see the documentation: How to create queues using contact extras 
 

Components of a service rule

A rule is strictly composed of:

  • Data source (If): The base information. It can be the content of the directed message, the name of the user requesting service, the email of the user requesting service, or the extras of the user requesting service.

  • Operator (Condition): The comparison criterion. It can be set as Contains, Does not contain, Is equal to, or Is not equal to.

  • Expected value (Value): The data for comparison, which must be alphanumeric characters.

  • Target team (Forward service to): The previously created team that will receive the ticket if the rule is true. If no rule is met, the user will be sent to the Default team.

 

How to create a prioritization rule

Prioritization rules determine the order of service distribution in the queue. To add a new rule, follow the steps below: 

  1. Go to the Prioritization rules section in the queue panel.

  2. Click the +Create rule button.

  3. Set the name by clicking the pencil icon and, after adjusting, click the checkmark icon to save.

  4. Choose the desired priority (low, medium, or high).

  5. Check the box Apply conditions to this prioritization rule to set filters. If this box is not checked, every ticket arriving in the queue will inherit the chosen priority indiscriminately.

  6. Add the source in the rule if.

  7. Set the applicable condition.

  8. Enter the values, pressing enter for each term.

  9. Click Add condition if you want to combine more than one variable.

  10. Click the Save button.

Components of a prioritization rule

The priority of a ticket changes the order of service whenever the ticket is assigned to a team with registered rules. It consists of:

  • Urgency level: Defines whether the priority level will be low, medium, or high (note: a ticket with low priority is still more prioritized than a ticket with no priority).

  • If: The source of the information (Message, Contact Name, Contact Email, Contact Extras).

  • Operator: The type of validation (Contains, Does not contain, Is equal to, Is not equal to).

  • Expected value: The alphanumeric term for the bot to check.

 

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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