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

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Contextualization

Blip Desk allows starting conversations with customers by sending active WhatsApp messages that can be made directly by attendants. This functionality is only available for individual sending, that is, for one phone number at a time. To send in bulk, we recommend using the existing tool on the Blip Portal on the "Growth" page.

Prerequisites

It is necessary 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. Sending active messages is done using only message templates (also known as message templates) pre-approved by WhatsApp. In this way, it is necessary to register and approve these models before using the functionality. Understand what these message templates are here and learn how to create and approve them here.

In case of using a router bot, both the service bot and the router bot must be in the same contract.

How to set up active messaging in Blip Desk

Log in to the Blip portal and access your chatbot's "Service" page. In the side menu, click on "General Settings". On the page that will appear, enable sending active messages.

A modal will open with the requirements still pending to enable the functionality. Click on “I understand” to close the modal and just below the enable feature button, enter the requested information. Are they:

1. Indicate Router ID

If the bot where the human service is located does not have an active WhatsApp channel 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 signal that the router has been correctly configured 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 find the router ID, access the “Home” of your router bot and in the upper left part of the screen, next to the avatar, you will find this information, preceded by “Id:”

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

2. Search pattern configuration

Contacts can be searched by type of information (name, telephone and e-mail) and also by the location where this search will be carried out (router or chatbot). It is possible to configure more than one option as the search pattern for contacts. It is also important to note that the search may be slow depending on the chosen pattern. Save the information before proceeding.

In addition, it is also necessary to configure the message templates and the return flow before starting to fire the active messages.

3. Message Templates

On the "Attendance" 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 by Blip Desk.

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

4. Return flow

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

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

In case a notification about the outdated return flow of one or more templates is displayed at the top of the screen in the “Message Templates” section, which means that a return block has been removed from the builder, the update is required for sending of active messages occurs normally.

You can check which templates need updating via the red icon visible above the message template.

The update can be done individually, clicking on the pencil on the right of the screen and choosing a new return flow.

It is also possible to do a mass update. Just click on the “Update” option, visible at the top of the screen (next to the notification about the outdated return flow). In the modal that will open, choose the new

return stream that will receive the targeting of all outdated message templates. Click the “Update” button to finish.

How to validate that the settings were completed successfully

Upon completing all the necessary requirements for sending active messages, in "General Settings" on the "Attendance" page, a banner will be displayed below the feature enable button indicating that "Sending active messages is enabled and ready to use" .

If any of the settings mentioned above have any inconsistency, the displayed message will indicate that “Your chatbot does not meet all the necessary requirements for operation, but it will only be possible to enable it with their fulfillment”. Click on “Check requirements” or see more details below:

How to connect your chatbot on WhatsApp - 2ª version (Learn more)
Setting up Desk Human Service in Builder (Learn more)
How to create and approve a Message Template on WhatsApp (Learn more)
Sending WhatsApp Active Messages on Blip Desk (Learn more)

Permission

Once the active messaging feature is enabled, users registered in the bot, with the exception of the manager, will remain without access to the functionality and unable to actively send messages. It is very important that the permissioning of the feature is carried out since its activation. Through permissioning, the manager will be able to indicate which users will be able to send active messages through the Blip Desk.

To enable the use of the functionality for one or more users, on the “Attendance” page of the chatbot where the sending of active messages is configured, click on the “Attendants” section.

You can set permissions individually by clicking on the permissions icon next to the attendant's name (icon on the right of the screen between the Edit queue and Remove attendant option). On the next page, enable the feature by clicking on the “Sending Active Messages” button.

Bulk permissioning is also allowed. To do this, on the “Attendance” page, in the “Attendants” section, click on the checkbox in front of the attendants' name and then on the permission icon, visible once the selection is made, at the top above the list of attendants (between the option of Edit Queue and Remove Attendant). On the next page, enable the feature by clicking on the “Sending Active Messages” button.

Send Flow in Blip Desk

After the necessary configurations explained above, the sending of active messages will be available in Blip Desk. To send a new message, click on the "Active message" button. The button will only be displayed if the attendant has the “online” status.

On the screen that will open, the first step to be taken is to choose the message template. You can use the search fields by model name or filter the list by language and chatbot. Before proceeding, you can also access the preview of the message template by clicking on “View full template”. After selecting a message template, click "Continue".

The next step is to define the recipient of the message. You can choose an existing contact in the chatbot of the selected message template, or enter the phone number of a new contact.

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

1. The entered data is not registered in the bot.
In this case, the seller or attendant can send the active message with or without the contact's name. If you 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 it does not have an associated name.
In this case, the seller or attendant 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 associated name.
In this case, it will not be possible to change the contact's name in the sending flow, but the active message can still be sent normally.

After entering this information, click on the "Continue" button.

The last step is to edit the message template variable fields. After completing the filling, click on the "Send" button. A success confirmation should appear in the lower left corner of the screen.

The customer will not receive the active message if he has an open ticket, that is, if the customer is waiting for assistance or in attendance.

Receiving customer response

The active message will be sent to the customer's WhatsApp number and will be waiting for a response. When that customer responds, a ticket will be opened for this new conversation that was started and will be directed to the call-in-progress list of the agent who triggered the message. Thus, the same person who sent the first message will be the one who will continue to serve this customer. If the attendant is offline, invisible or the chatbot does not have direct transfer enabled, the ticket will be waiting in the queue exclusively for that specific attendant.

From that moment on, the customer and the attendant can exchange messages normally following the normal functioning of the Blip Desk.

Note: If the notification is made and the customer does not respond within 24 hours, the direct referral to the attendant expires and therefore the service rules will apply.

Viewing the status of Active Messages sent on the Blip Desk

To track the progress of a contact made with the customer after sending an active message within Blip Desk, a new tab called "Active Messages" will be displayed on the left side of the screen. In this tab, all the messages sent by the attendant will be recorded. Once the active message is responded to, it will become a ticket and move from the "Active Messages" tab to "Support".

Furthermore, 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 sending of the active message. 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 without any recipient response within this window.

Important: After the 24-hour window, the active messages in the "Active Messages" tab, as well as their statuses, will remain visible for an additional 48 hours in Blip Desk.

Important: If you have access to the portal, you can also track the status of the active messages sent through the Growth menu. The information will be available in the Active Messages section.

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General Status of Active Messages

Through the General Status Panel of Active Messages, it is possible to follow the indicators of the active messages that were sent and still have not been answered in the last 72 hours (after 24 hours without user responses, the message is considered as expired and will be counted by the panel indicators for plus 48h, totaling 72h). This is an important tool for analyzing the evolution of active communications made by the Blip Desk until they are answered.

How active messages are counted in the General Status Panel

Each card displayed in the Active Messages Tab refers to a single contact and presents the status of the last message sent to that customer. In the General Status Panel, you will find the indicators of each message that has not yet been answered and that, therefore, has not yet become a ticket in the Assistance Tab.

But how does this work in practice?

For example, if a message was sent to a customer and they didn't respond within the 24h window, the dashboard would display "1 message expired". If another message is sent to that same customer within the next 24 hours, in addition to the expired message indicator, the panel will also display "1 message sent". Thus, two indicators will be displayed with different status corresponding to the messages sent to that customer.

It is important to remember that the General Status Panel only displays message indicators up to 48 hours after they have expired and also does not count answered messages, as they are turned into tickets.

Reasons for Sending Failures

To ensure more efficient communication with your customers, you can view the reason why your messages were not sent, identifying the issue and, when possible, resolving it quickly.

To check the reason for the failure of an Active Message sent in Blip Desk, go to the Active Messages tab and click on the card of the contact you want to analyze. You can see the reason for the failure of the last sent message and also for previous ones, if applicable.

Next, in the center of the screen, the names of the sent message templates will be displayed. Note that when there is a failure, a red icon will be displayed next to the template title, and below it, the message "Failed to send message" will appear. Click on the icon. A modal will appear specifying the reason for the failure.

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

1. Indicate Router ID

2. Search pattern configuration

3. Message Templates

4. Return flow

But how does this work in practice?

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