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 How to configure an active message response redirecting for an attendant in Blip Desk

  • Updated

Index:

  1. How to configure user redirecting for an attendant in Blip Desk
  2. Prerequisites to redirect to an attendant 
  3. Duration of the redirecting rule for the attendant 

Blip Active Messages tools allows you to create campaigns to impact one or more users in WhatsApp, to attract more clients and increase their engagement, to continue conversations, or even to inform your contacts about something important.

 

While creating a campaign, you can choose between redirecting the user to an automatized flow or to a specific attendant in Blip Desk. Therefore, you can personalize how you regain contact with the clients, ensuring that each attendant will give attention to their client portfolio.

 

How to configure user redirecting for an attendant in Blip Desk

 

In the portal, click on °°° and select the Growth option. Then select the Active Messages menu: 

 

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Click on the Send Active Messages button to create your campaign:

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If the Send Active Messages button does not appear on the portal, check if the chatbot is properly connected to the WhatsApp channel.

 

Follow the steps and inform which contact will receive the active message (audience) and your campaign’s content (message template).

 

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Click here to find out how to use the trigger to create, send, and manage active messages in WhatsApp.

 

In the third campaign creation step, you will find the response redirecting options:

 

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Select the Attendant option to redirect the active message’s response to a specific attendant in Blip Desk.

 

Inform the linked chatbot (sub-bot), in case of routing bot. Inform also the human service block and the attendant’s email.

Click on continue and move to the campaign sending step, where you will be able to choose between sending now or scheduling the campaign.

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After receiving the active message and replying to it, the contact will be redirected to the human service, to the attendant appointed in step 3, regardless of the existing service rules.

 

Have in mind that you may have to click on “attend to a new client” to continue to talk with your contact.

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Prerequisites to redirect to an attendant 

The email of the attendant chosen to redirect the contact must exist in Blip Desk’s service team, in the selected bot (or linked chatbot). To offer the best experience to your client, we suggest you to appoint only attendants that are available to serve.

 

If the informed attendant does not exist, an error message will be displayed on the screen when you click on “Send Campaign” in step 4, informing you about the error. 

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You cannot send a campaign with redirection to a non-existent attendant. Therefore, you will need to return to step 3, select a valid attendant, and then send the campaign.

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Additionally, the redirecting option for attendants will be available only on the following cases:

 

  1. You can redirect only for individual active messages sent. Mass campaigns must continue redirecting to a chatbot flow.
  2. Blip Desk’s service channel must be activated on the bot or linked chatbot to a routing structure. Find out how to activate Blip Desk
  3. The bot (or the selected linked chatbot) must have at least one human service block in the flow.
  4. In case of routing structure, the linked chatbot must have the active router context. Consult the documentation for more information.
  5. The service rules that were already created for the bot will not be evaluated. The redirecting rule configured at the campaign’s creation precedes all other service rules.

Duration of the redirecting rule for the attendant 

The rule of redirecting a contact to an attendant in Blip Desk will be valid for 24 hours after the active message is sent.

This limitation exists due to the conversations’ context changes over time and to the service teams’ configurations. Therefore, if the user contacts the bot again 24 hours after the active message was sent, the rule of redirecting to the attendant will not be valid anymore, and the bot service rules will be evaluated.

 

Furthermore, if a new active message is sent to the same user in less than 24 hours, the routing rule for the second sending takes effect.

 

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







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