Sending Active WhatsApp Messages in Blip Desk – Blip | Blip Help

Index:

Context

Blip Desk allows you to start conversations with customers by sending active WhatsApp messages that can be sent directly by agents. This feature is only available for individual sending, meaning one phone number at a time. For mass sending, we recommend using the existing tool on the Blip Portal on the "Growth" page.

Prerequisites

You need to have a chatbot published in the builder with the WhatsApp channel configured or a router (the router must also have a WhatsApp channel configured) to which the chatbot builder will point. Active message sending is done using only message templates (also known as message templates) pre-approved by WhatsApp. Therefore, you must register and approve these templates before using the feature. Understand what these message templates are here and learn how to create and approve them here.

If using a router bot, both the service bot and the router bot must be under the same contract.

How to configure active message sending in Blip Desk

Log in to the Blip portal and access the "Service" page of your chatbot. In the side menu, click "General Settings". On the page that appears, enable the sending of active messages.

A modal will open with the pending requirements to enable the feature. Click “Got it” to close the modal and just below the button to enable the feature, enter the requested information. These are:

1. Indicate Router ID

If the bot where human service is located does not have the WhatsApp channel active and uses the WhatsApp router, you need to configure the service bot by indicating the router bot.

In the “Indicate Router ID” box, add the router ID in the field on the right and click “Save”. After validating the ID, the device will indicate that the router was configured correctly by changing its color to blue.

Important! if the chatbot does not belong to an active contract, it will not be possible to indicate a router.

To locate the router ID, access the “Home” of your router bot and at the top left of the screen, next to the avatar, you will find this information preceded by “Id:”

If the bot where human service is located does not use the WhatsApp router, just proceed to the next step.

2. Search pattern configuration

Contact search can be done by type of information (name, phone, and email) and also by where this search will be performed (router or chatbot). It is possible to configure more than one option as the default contact search method. It is also important to note that the search may be slow depending on the chosen pattern. Save the information before proceeding.

Additionally, it is also necessary to configure message templates and the return flow before starting to send active messages.

3. Message templates

On the "Service" page, click on the "Message Templates" section in the side menu. On this page, you must choose which message templates created and approved in your chatbot will be enabled for sending via Blip Desk.

Important! Message templates are created and approved according to WhatsApp rules, so they cannot be edited. (learn more)

4. Return flow

This property refers to the service blocks created in your chatbot's flow in the Builder. The selected return flow will be the point where your customer will be directed after responding to the active message sent.

If the bot is developed in SDK, no return flow will be displayed on the screen, making it impossible to use the feature since the bot needs to be published in the builder.

Important! Return flow update.

If a notification about the return flow being outdated for one or more templates appears at the top of the screen in the “Message Templates” section, meaning a return block was removed from the builder, an update is required for active message sending to work normally.

You can check which templates need updating through the red icon visible over the message template.

The update can be done individually by clicking the pencil on the right side of the screen and selecting a new return flow.

It is also possible to update in bulk. Just click the “Update” option, visible at the top of the screen (next to the notification about the return flow being outdated). In the modal that opens, choose the new return flow that will receive the direction of all outdated message templates. Click the “Update” button to finish.

How to validate if the configurations were successfully completed

After completing all the necessary requirements for sending active messages, on "General Settings" on the "Service" page, a banner will be displayed below the button to enable the feature indicating that “Active message sending is enabled and ready to use”.

If any of the above configurations have inconsistencies, the message displayed will state “Your chatbot does not meet all the necessary requirements for operation, but it will only be possible to enable it once they are met.”

Click “Check requirements” or see more details below:

WhatsApp channel connected to the chatbot (Learn more)
Human service flow configured (Learn more)
Message template registered for the WhatsApp Channel (Learn more)
Message template enabled for Blip Desk (Learn more)

Prioritization of tickets originated from active messages in Desk

It is now possible to set maximum priority for tickets originated from active messages sent by Blip Desk.
Prioritization works as follows: Once the setting is enabled, all tickets opened in that bot from the response to a message will have the priority set to maximum, meaning it will have the highest priority over other existing prioritization rules (Low, Medium, and High) and will be delivered first to agents.
To configure this feature, follow the steps below:

Access the bot where you want to enable the setting.
Then go to the Service menu;
Next, go to general settings in the side menu;
Then go to the Active message sending section
Enable the option “Set maximum priority for tickets originated from active messages sent by Desk”

That's it, from then on all tickets originated from active messages sent by Desk will have the priority set to maximum.

Display on the monitoring screen:

Permissions

As soon as the active messages feature is enabled, users registered on the bot, except the manager, will remain without access to the feature and unable to send messages actively. It is very important that permissions for the feature are set from the moment it is activated. Through permissions, the manager can indicate which users will be able to send active messages through Blip Desk.

To enable the functionality for one or more users, on the “Service” page of the chatbot configured for active message sending, click on the “Agents” section.

You can define permissions individually by clicking the permission icon next to the agent’s name (icon on the right side of the screen between the Edit queue and Remove agent options). On the next page, enable the feature by clicking the “Active Message Sending” button.

Bulk permission setting is also allowed. To do this, on the “Service” page, “Agents” section, click the checkbox in front of the agents’ names and then click the permission icon, visible once selection is made, at the top above the agent list (between Edit queue and Remove agent options). On the next page, enable the feature by clicking the “Active Message Sending” button.

Sending flow in Blip Desk

After the necessary configurations explained earlier, active message sending will be available in Blip Desk.

To make a new sending, remember that the button will only be displayed if the agent is “Online”.

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

The screen that opens first requires you to choose a message recipient. You can select an existing contact in the chatbot or enter a new contact.

Selecting an existing contact:

Search for the chatbot where the contact is registered;
Search for the contact using filters by Name, Phone, Email, or Meta BSUID

If searching by Phone:
- There are two types of filters available for phone search: 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 full number with country code + area code + number. This way, the system can return more exact contacts. Example: 5511999999999.
- Contains: Use this filter when you only know part of the number. In this case, enter 3 to 8 digits. The system will search these digits anywhere within the registered phone number. Since this is a broader search, it may return more contacts in the results list.

If searching by Name:
- There are two types of filters available for name search: Equals and Starts with.
- Equals: Use this filter when you know the full name of the contact exactly as registered. This is the best option for more precise results.
- Starts with: Use this filter when you do not know the full name of the contact. In this case, the search will be broader and may return more contacts with similar names or that begin with the entered term. Partial search considers the first 10 characters of each typed word.

If searching by Email:
- The email search is exact. To find a specific contact, enter the full email exactly as registered.

If searching by Meta BSUID:
- The BSUID search is exact. To find a specific contact, enter the BSUID exactly as registered.

Adding a new contact:

To add a contact, you can select by Phone or BSUID:
1. If selecting Phone:
  1. Select the chatbot to save the new contact;
  2. Choose the contact's country code and add the number with area code, without spaces or special characters. Example: 11912345678.
  3. Type the exact name to be registered for the contact.
  4. Finally, click the “Add” button.

If selecting BSUID:
1. Select the chatbot to save the new contact;
2. Add the contact's BSUID;
3. Type the exact name to be registered for the contact.
4. Finally, click the “Add” button.

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

To add a template to the favorites list, select the respective template from the listing, a preview of the template will be displayed on the side and, in the header, click the “Add favorite” button.

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

After completing the filling, click the "Send" button or the calendar icon to schedule the sending, setting the exact date and time. A success confirmation should appear at the bottom left corner of the screen.

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

1. The entered data is not registered in the bot

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

2. The entered data belongs to an existing contact but has no name attached

In this case, the seller or agent will have the option to include the contact’s name in the sending flow, which will be automatically saved and updated in the bot. It is also possible to proceed with sending the active message without including the name.

3. The entered data belongs to an existing contact with an attached contact name

In this case, it will not be possible to change the contact’s name in the sending flow, but the active message sending can be done normally.

Best practices for better results

To increase search accuracy:

For phone, prefer Starts with and enter the full number with country code + area code + number;
For phone with Contains, use 3 to 8 digits;
Use Contains when you only have part of the information and need a broader search.
For name, use Equals when you know the full registered name;
For name with Starts with, remember the search considers the first 10 characters of each word;

Receiving customer responses

The active message will be sent to the customer's WhatsApp number and will wait for a response. When the customer replies, a ticket will be opened for this new conversation and will be directed to the ongoing service list of the agent who sent the message. Thus, the same person who sent the first message will continue the service for this customer. If the agent is offline, invisible, or the chatbot does not have direct transfer enabled, the ticket will wait in the queue exclusively for that specific agent.

From this moment, customer and agent can exchange messages normally following the standard operation of Blip Desk.

Note: If the notification is sent and the customer does not respond within 24 hours, the direct routing to the agent expires and the standard service rules will apply.

Viewing the statuses of Active Messages sent in Blip Desk

To track the progress of contact made with the customer after sending an active message, inside Blip Desk, on the left side of the screen, a new tab called “Active Messages” will be displayed. This tab will record all sends made by the agent. As soon as the active message is answered, this send will become a ticket and move from the “Active Messages” tab to “Services”.

Additionally, it will be possible to view the status of the last message sent to a customer:

Sending - Displayed after the active message is sent.
Sent - Displayed after processing the active message sending.
Delivered - Displayed after delivering the active message to the recipient.
Read - Displayed after the recipient reads the active message.
Failed - Displayed after a failure in sending the active message.
Expired - Displayed after the 24-hour window for any active message sent that has no interaction or response from the recipient within this window.

Important! After the 24-hour window, sends from the “Active Messages” tab, as well as their statuses, will remain visible for 48 hours in Blip Desk.

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Important! If you have access to the portal, you can also track the status of active messages sent through the Growth menu. The information will be available in the Active Messages section.
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Need more help? Explore our content at Blip Academy or Blip Community, watch tutorials on our YouTube channel or get your questions answered in our support channel 😃

Selecting an existing contact:

Adding a new contact:

Best practices for better results

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