FAQ - Service

Index:

1. Opening hours
2. Queues and Service Rules
3. Configuring active message sending
4. Settings
5. Others
6. Service note by attendant and staff

 

Opening hours

How to change the opening hours?

To change the opening hours, just follow the step-by-step tutorial below and set the desired time:

Tutorial: How to configure opening hours

 

Service hours message appears at wrong times for the customer?

Make sure you're using general configuration variables to present the time message to the client:

In the example above, the message “Our opening hours are from 08:00 to 18:00” will appear. 

 

To change the times of this message, just change the value of the configuration variables.

 

How to check holidays?

A: Forum Tutorial: How to set holidays via Google Sheet

 

Queues and Service Rules

Field “value” in Fulfillment Rule not being saved?

To save the “value” field in the Service Rule, it's necessary to insert the value and press Enter:

How to send an active message and direct the customer to be served directly by a specific agent?

To send an active notification and direct the customer to a specific attendant, just follow the steps below:

Step 1 and 2: Creating a new block for each attendant

 

- You can also change the name of the block to make it easier to identify which attendant is being defined in that block:

Step 3: Exit Conditions 

- Leave the block with no exit conditions, just a Standard Output that directs to the "Human Service" block

Step 4: Exit Actions

- Add a Set Contact output action

 

Add an extra attribute:

Step 5: Queue Management

- Go to Service -> Queue Management -> Create new queue

- Give your Queue a name and click Create New Rule:

- Set the Rule name and configure it as follows.

- Click on Add Attendant

- Assign the corresponding attendant to the Queue and click Add:

Step 6: Publish the flow

- Go back in Builder and click Publish Flow to save changes.

Now just send a Broadcast to the client and direct it to the new block.

To send the Broadcast to a client and direct it to the new block, just follow the steps:

Configuring active message sending

Configure active message sending using the following tutorial:

• How to schedule active messaging campaigns on WhatsApp

Thus, when the user responds, it'll fall straight into the attendant's queue corresponding to that block.

Thus, when the user responds, it'll fall straight into the attendant's queue corresponding to that block.

 

Settings

How to close a ticket automatically after a period?

How to configure automatic ticket closure due to customer inactivity

 

How do I set up an alert for when the customer or agent takes too long to respond?

How to configure client inactivity alerts in Blip Desk

 

 How to configure transfer between attendants?

How to configure a bot for attendant transfer

 

Others

How to finalize multiple tickets?

To end multiple tickets, just use the Close Multiple Tickets extension, filling in the URL with https://http.msging.net/commands and your bot's Key:

Service note by attendant and staff

In the example below, the note, the attendant identifier and the team will be displayed. If you want to display only the note and the attendant, simply remove the {{Time}} variable from the event log action.

 

In the Input Action of the first block after the Human Service block, "Service Satisfaction Survey", insert two Define variable Actions, as shown in the example below.

 

The first will be to store the attendant identifier:

 

Variable name: agent

Value: input.content@agentIdentity (enclosed double key)

 

The second will be to save the team/sector:

 

Variable name: Time

Value: input.content@team (enclosed double key)

 

Then, in the block where you already have the user's grade, let's suppose that your grade variable is "score". In the Output Action of this block, enter the Event Log: 

 

Here's an example:

After making the settings, publish the flow for the changes to be applied.

 

To view the report, it'll be necessary to create the report in the Analysis module > Custom reports, define a title > select the Custom Events Dimension and in the category select the name of the category defined in the Event Log Action, as follows:

The Graph will be displayed as follows:

 

If the Category doesn't appear in the list to create a report, it's because:

 

1. No users have passed through the block for this category to be registered.
2. The user must be a real user and not a test user, test users don't generate Event Logs.

 

It's also possible to filter the report data by period and perform the Download:

 

The notes together with the responsible attendant will only be displayed for users who pass through the block after the settings are completed.

For more information, visit the discussion on the subject in our community or the videos on our channel. 😊