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How to configure and send WhatsApp Active Messages in Blip Desk

  • Updated
  1. Introduction
  2. Step-by-step
    1. Configure active message sending through Blip Desk
    2. Validate that the settings were completed successfully
    3. Configure agent permissions for active message sending
  3. Sending flow in Blip Desk 
  4. Outdated return flow
  5. Response Receipt Rules and Queue Behavior
  6. FAQ

 

Introduction

The Blip Desk allow you to start conversations with customers by sending WhatsApp active messages, which can be sent directly by agents. This feature is available only for individual sending, that is, to one phone number at a time. To send messages in bulk, we recommend using the existing tool in the Blip Portal on the Growth page.

Before you begin

To use the active message sending feature in Blip Desk, you must ensure compliance with the following technical requirements described in the original documentation:

  • Published Chatbot or Router: You must have a chatbot published in Builder with the WhatsApp channel configured, or a router (the router must also have a WhatsApp channel configured) to which the Builder chatbot will point.

  • Pre-approved Message Templates: Active messages are sent using only message templates approved by WhatsApp. You must register and approve these templates before using the feature.

  • Contract Association: When using a router bot, both the service bot and the router bot must be under the same contract. The chatbot must belong to an active contract in order to specify a router.

  • Editing Permission: To configure the active message limit, the user must have permission to edit the bot's general settings. To configure sending with open tickets, only users with permission to edit basic settings can perform the procedure.

Step-by-step

1. Configure active message sending through Blip Desk

  1. Go to the Blip Portal and access the Service page for your chatbot.

  2. In the side menu, click General Settings.

  3. On the page that appears, enable active message sending. A modal will open with the requirements that are still pending to enable the feature.

  4. Click Got it to close the modal.

  1. Right below the button to enable the feature, configure the router ID, if applicable:

    • If the bot where human service takes place does not have the WhatsApp channel active and uses the WhatsApp router, you must configure the service bot by specifying the router bot.

    • In the Specify router ID box, add the router ID in the field on the right.

    • Click Save. After validating the ID, the indicator shows that the router was configured correctly by turning blue.

    • Note on locating the router ID: Go to the Home page of your router bot. In the upper-left part of the screen, next to the avatar, you will find this information, preceded by "Id:".

    • If the bot where human service takes place does not use the WhatsApp router, simply proceed to the next step.

  2. Configure the contact search standard:

    • Define the type of information for the search (name, phone, and email).

    • Define where this search will be performed (router or chatbot). You can configure more than one option as the default contact search.

    • Click Save to record the information before proceeding.

  3. Select and enable Message Templates:

    • On the Service page, click the Message Templates section in the side menu.

    • Choose which message templates created and approved in your chatbot will be enabled for sending through Blip Desk.

  4. Configure the Return Flow:

    • In the corresponding section, select the service block created in your chatbot's flow in Builder. The selected return flow will be the point to which your customer is directed after responding to the active message sent.

    • Note for SDK bots: If the bot is developed using the SDK, no return flow will be displayed on the screen, making it impossible to use the feature, since the bot must be published in Builder.

2. Validate that the settings were completed successfully

  1. Go to General Settings on the Service page.

  2. Check the banner displayed below the button to enable the feature:

    • If everything is correct, the banner will indicate: “Active message sending is enabled and ready to use”.

  • If there are inconsistencies, the message will state: “Your chatbot does not meet all the requirements necessary for operation, so it can only be enabled once they have been met”.

  1. If the error message appears, click Check requirements and make sure to validate the following points:

    • WhatsApp channel connected to the chatbot.

    • Human service flow configured.

    • Message template registered for the WhatsApp Channel.

    • Message template enabled for Blip Desk.

3. Configure agent permissions for active message sending

Individual Permissions

  1. On the Service page of the configured chatbot, click the Agents section.

  2. Find the desired agent in the list.

  3. Click the permissions icon next to the agent's name (the icon is located on the right side of the screen, between the Edit queue and Remove agent options).

  4. On the following page, enable the feature by clicking the Active Message Sending button.

Bulk Permissions

  1. On the Service page, in the Agents section, click the checkbox in front of the names of all agents you want to update.

  2. Click the permissions icon visible at the top, above the agent list (located between the Edit queue and Remove agent options).

  3. On the following page, enable the feature by clicking the Active Message Sending button.


 

Sending flow in Blip Desk 

After the necessary settings explained above, active message sending will be available in Blip Desk.

To send a new message, remember that the button will only be displayed if the agent's status is “Online”.

Another way to send an active message is through the side menu, using the “paper airplane” icon, as shown in the image below:

On the screen that opens, the first step is to choose a message recipient. You can choose an existing contact in the chatbot or add a new contact.

1. Selecting an existing contact:

  1. Search for the chatbot where the contact is registered;

  2. Search for the contact using the Name, Phone, Email, or Meta BSUID filters

  1. If searching by Phone:

    • When searching by phone, two filter types are available: “Starts with” and “Contains”.

    • Starts with: Use this filter when you want a more precise search. To increase the accuracy of the result, enter the complete number with country code + area code + number. This allows the system to return more exact contacts. Example: 5511999999999.

    • Contains: Use this filter when you know only part of the number. In this case, enter 3 to 8 digits. The system will search for these digits anywhere in the registered phone number. Because this is a broader search, it may return more contacts in the results list.

  1. If searching by Name:

    • When searching by name, two filter types are available: Equals and Starts with.

    • Equals: Use this filter when you know the contact's full name exactly as it was registered. This is the best option for obtaining more precise results.

    • Starts with: Use this filter when you do not know the contact's full name. In this case, the search will be broader and may return more contacts with similar names or names that start with the entered term. The partial search considers the first 10 characters of each word entered.

  1. If searching by Email:

    • Email searches are exact. To find a specific contact, enter the complete email address exactly as it was registered.

  1. If searching by Meta BSUID:

    • BSUID searches are exact. To find a specific contact, enter the BSUID exactly as it was registered.

2. Adding a new contact:

  1. To add a contact, you can select Phone or BSUID:

  • If you select Phone:

    • Select the chatbot where the new contact will be saved;

    • Choose the contact's country code and enter the number with the area code, without spaces or special characters. Example: 11912345678.

    • Enter the exact name to be registered for the contact.

    • Finally, click the “Add” button.

Important! When registering a new contact for active message sending, the country code preselection (country flag) is automatically defined according to the Culture (combination of Language and Country) configured in the bot preferences in the Blip Portal. For example, when selecting the English - United States culture, the interface will display the United States flag (+1) by default; when setting it to Portuguese - Brazil, the Brazil flag (+55) will be preselected.

  • If you select BSUID:

    • Select the chatbot where the new contact will be saved;

    • Add the contact's BSUID;

    • Enter the exact name to be registered for the contact.

    • Finally, click the “Add” button.

  1. The next step is to select the message template to be sent. You can use the search field to search by template name or filter the list by language. You can also display a list of templates added as favorites.

  1. To add a template to the favorites list, select the respective template from the list. A preview of the template will appear beside it; in the header, click the “Add to favorites” button.

  1. The last step is to edit the message template's variable fields by clicking the respective editable fields in the “Content” section on the left.

After completing the fields, click the "Send" button or the calendar icon to schedule the sending, defining the exact date and time. A success confirmation should appear in the lower-left corner of the screen.

Important! When choosing to add a new contact, situations such as the following may occur:

1. The entered information is not registered in the bot

In this case, the salesperson or agent can send the active message with or without the contact's name. If they choose to enter the contact's name, this information will be automatically saved in the bot.

2. The entered information belongs to an existing contact, but no name is associated with it

In this case, the salesperson or agent can add the contact's name during the sending flow, and it will be automatically saved and updated in the bot. It is also possible to proceed with sending the active message without adding the name.

3. The entered information belongs to an existing contact with an associated contact name

In this case, it will not be possible to change the contact's name during the sending flow; however, the active message can be sent normally.
 

How to update an outdated return flow

If a notification about the outdated return flow for one or more templates is displayed at the top of the screen in the Message Templates section (indicating that a return block was removed from Builder), perform the update using one of the methods below:

Individual Update

  1. Identify the templates that need to be updated using the red icon visible on the message template.

  2. Click the pencil icon on the right side of the screen.

  3. Choose a new return flow.

Bulk Update

  1. Click the Update option visible at the top of the screen, next to the notification about the outdated return flow.

  2. In the modal that opens, choose the new return flow to which all outdated message templates will be directed.

  3. Click the Update button to finish.

 

Response Receipt Rules and Queue Behavior

  • When the customer responds to the active message, a ticket will be opened and directed to the ongoing service list of the agent who sent the message.

  • If the agent responsible for sending the message is offline or invisible, or if direct transfer is not enabled for the chatbot, the generated ticket will wait in the queue exclusively for that specific agent.

  • 24-hour Expiration Window: If the customer does not respond to the notification within 24 hours, direct routing to the agent who sent the message expires. Therefore, if the customer responds after this period, the bot's general service rules will apply.

FAQ

Can I send an active message to a ticket that is in the queue or assigned to another agent? 

No. The feature for sending with an open ticket only allows sending if the ticket is actively assigned to the agent performing the action.

What if the ticket has expired but remains with the same agent? 

Yes, sending is fully permitted so that the agent can seamlessly resume the conversation without needing to create a new ticket.

Can I "reactivate" expired conversations (with more than 24 hours without a response) directly from the standard Desk conversation screen? 

No. To reactivate expired conversations, the agent must send a new active message through the Desk's Active Messages tab.

 


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

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