[Extension] How to organize team communication and customer service with Haaify Talks

1. Introduction
2. Demo video
3. Features
4. Installation and setup
5. Use cases
6. Support

Brief description: Bring your internal team chat and Blip Desk monitoring together in one place, with queue alerts, help requests, and a daily summary to speed up customer service.

Keywords: Haaify Talks, Blip Desk, internal communication, team chat, human customer service, customer service alerts, customer blocking, productivity

Introduction

Haaify Talks is an extension that lets you bring your team's internal communication and Blip Desk customer service monitoring together in one place, without switching tools.

For example: during a customer service interaction, the agent clicks Ask for help on the ticket; the request reaches the #atendimento channel with the customer's latest messages, and the supervisor responds there while the customer continues receiving assistance.

Every paid subscription starts with a 10-day free trial from the Blip Store. Haaify Talks is available in Portuguese, Spanish, and English.

Team chat with the Blip Customer Service panel

Demo video

Watch the video below to see a practical demonstration of the extension:

To see the step-by-step installation in 1 minute, watch the How to install video:

Features

Haaify Talks offers the following features:

• Team chat: channels by team or project, direct messages, mentions, reactions, threaded replies, and history search.

• Files and media: photos, audio recorded on the spot, and files up to 25 MB, as well as stickers and GIFs.

• Calendar: connection to Google Calendar, Outlook, or a calendar link (.ics), with reminders before meetings.

• Blip customer service: Blip Desk queue and tickets in real time, with Transfer, Change tags, and Close; Ask a colleague for help; Blip Desk canned responses; customer profile with a conversation summary; and Campaigns.

• Block customer: block inconvenient customers by name, phone number, or ticket, including numbers that have not yet interacted with the bot.

• Smart alerts: full queue, customer waiting, customer without an agent response, WhatsApp 24-hour window about to close, low customer satisfaction survey score, number quality, Blip instability, and campaign results with estimated cost.

• Daily summary: the day's customer service interactions, times, satisfaction score, and one line per agent, compared with the previous day.

• Administration: Usage reports, People, and Export conversations (Master administrator only).

• Computer and mobile: works in a computer browser and on mobile, with notifications.

The Haaify Talks extension is supported on the following channels: all channels with human customer service in Blip Desk (for example, WhatsApp, Instagram, Messenger, and Blip Chat). The 24-hour window alerts apply to WhatsApp.

View ticket: Ask for help, Transfer, Tags and Close

Customer profile and Block customer
 

Installation and setup

Install the extension from the Blip Store on any chatbot in your contract. Then connect the router bot's Key so Haaify Talks can read the Blip Desk queue and tickets.

Requirements

• Administrator access to your company's contract in Blip.
• The router bot's HTTP Key (or the main bot's Key) and, if Blip Desk is on another bot, that bot's Key.
• The email addresses of the people who will use Haaify Talks.

Install from the Blip Store

1. Go to the Blip Portal and open the Blip Store.
2. Search for Haaify Talks and click Install extension.
3. Choose a plan and confirm the subscription. Billing only begins after the 10-day free trial.
4. Choose the chatbot where the extension will be installed.
5. Click Set up extension now.

Set up the company workspace

1. On the extension page in the Blip Portal, fill in Company name.

2. Check the Master administrator's name and email: they are prefilled by Blip. For security, the Master must be the person who subscribed to Haaify Talks in the Blip Store or someone with an email from the same company domain.

3. Click Create company workspace.

Install Haaify Talks → Set up your company workspace

Open Haaify Talks

1. Check the plan, subscription status, and Master administrator.
2. Click Open Haaify Talks. The app opens in a new tab at talks.haaify.com.

Haaify Talks installed → Open Haaify Talks

Sign in as Master administrator

1. Click Sign in with Google or enter your email and click Get a code by email.

2. Enter the 6-digit code you received by email.

Sign in with Google or Get a code by e-mail

Connect your Blip

1. In Haaify Talks, go to Administration → Integrations and alerts.

2. In the Blip Portal, open the router bot and click Settings (gear icon) → Connection information → HTTP.

3. Copy the Key value, paste it into Haaify Talks, and click Connect.

4. If Blip Desk is on another bot, paste that bot's Key in the Blip Desk section and click Connect Desk bot.

Administration → Integrations & alerts

Set up alerts

1. Still in Integrations and alerts, in the Smart alerts and daily summary section, choose the Alert channel (for example, #atendimento) and the Customer service hours.

2. Set the thresholds for each alert (use 0 to turn it off) and the Daily summary time.

3. Click Save alerts.

Invite people

1. Go to Administration → People and click + Add person.

2. Enter the person's name and email and click Add.

3. The person signs in to talks.haaify.com with their Google account or an email code. The number of people follows the plan limit.

Administration → People → + Add person

Enable customer blocking in Builder (optional)

1. Haaify Talks records the contact.extras.blocklistStatus field on the contact (userBlocked or userUnblocked).

2. In Builder, at the beginning of the start bot flow, add a condition: if contact.extras.blocklistStatus equals userBlocked, end the conversation. Publish the flow.

3. In Haaify Talks, open Blip customer service → Block customer and indicate that the flow already checks the block status.

Block customer and the Blocked list

How to cancel the subscription

1. In the Blip Portal, open Blip Store → My subscriptions.

2. Choose Haaify Talks and click Cancel extension.

3. Uninstalling the extension from a chatbot does not cancel the subscription: billing only stops when you cancel it. When you cancel, the extension is uninstalled from all chatbots.

4. After cancellation, the Master administrator can still sign in for 30 days to download conversations under Administration → Export conversations.
    

Use cases

• Request for help during customer service: the agent receives a question they cannot answer, clicks Ask for help on the ticket, and the supervisor responds in the #atendimento channel without making the customer wait.

• Customer without a response: a customer goes more than 1 hour without a response; Haaify Talks alerts the #atendimento channel and tags the responsible agent.

• WhatsApp 24-hour window: before the window closes, the channel receives an alert so the team can respond without needing a paid template.

• Growing queue: Haaify Talks alerts you when many customers are waiting; the supervisor transfers tickets through the panel and calls more people through the chat.

• Inconvenient customer: the supervisor opens Block customer, searches by phone number, and blocks the customer; the bot starts ending the contact's subsequent conversations.

Daily summary and alerts in #atendimento
 

Support

If you have questions or experience problems with the extension, contact us by email at suporte@haaify.com.

• Phone: +1 (781) 527-9776
• Help center: https://talks.haaify.com/ajuda · Support: https://talks.haaify.com/suporte
• Hours: business days, 8 a.m. to 6 p.m. (Brasília time).
• 24/7 on-call support for critical incidents (Haaify Talks is down for the entire company): write CRITICAL in the email subject line.
• First response: critical within 2 hours (24/7), high within 4 business hours, normal within 1 business day, and suggestions within 5 business days.

Complete documentation (technical details and frequently asked questions): https://talks.haaify.com/ajuda

Need more help? Explore our content on Blip Academy or Blip Community, watch tutorials on our YouTube channel or ask your questions in our support channel 😃