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Blip Updates - English

Blip Updates - English

Find out about updates, important reports, and new features from Blip here.

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Vinicius_PereiraBlipper | Community Manager

publicado em Blip Updates - English

Disconnecting an inactive attendantNEW FEATURE

OverviewNow it will be possible to change the status of attendants to offline directly from the monitoring panel.How it worksIt will be possible to disconnect an attendant with online status but who is unavailable to attend to inquiries.To do this, just follow the step-by-step below:Access the monitoring panel on Blip Desk. Navigate to the attendants report. Note the new option "Disconnect Attendant" next to each attendant. By clicking on the corresponding button, the attendant will be marked as offline, preventing the assignment of new tickets.Most relevant forManagers and supervisors of attendance.How does this help?Metric accuracy: by setting an attendant as offline, you ensure that performance metrics, such as FCR, AHT, etc., are accurate and reflect the true state of operations. Effective control: you will be able to manage attendant availability more effectively, preventing them from receiving new tickets when they are unavailable. Enhanced management: we eliminate the need to de

Vinicius_PereiraBlipper | Community Manager

publicado em Blip Updates - English

Extension Skill InjectorNEW EXTENSION

OverviewThe Skill Injector extension allows you to add ready-made flows to your Intelligent Contact, saving time and increasing your work productivity.How it worksCurrently, the Skill Injector offers the feature of inserting an NPS (Net Promoter Score) flow into your Intelligent Contact. It is supported on any channel that integrates with Blip.With this flow, you can collect user feedback and assess the level of satisfaction with your service. It is supported on any channel that integrates with Blip.Attention: The injected flow will overwrite the current builder flow.Key featuresInjection of ready-made conversational flows. Creation of reports to track data from injected flows.BenefitsTime-saving when building flows. Increased productivity at work. Improved user experience.Developer InformationDeveloped by Growth Lab ([email protected]).Use casesConstruction of conversational flows.Plans and pricingFree for all Blip users.DocumentationCheck out the complete extension documentation on

Vinicius_PereiraBlipper | Community Manager

publicado em Blip Updates - English

Sales ReportNew feature

OverviewWith the Sales Report, you can track key sales metrics performed on the Blip Desk.How it worksThe Sales Report consists of indicators that show the behavior and progress of sales. It considers factors such as time, conversion, and loss, from the prospecting phase to the closing of the sale.The indicators are built from tags or service queues that identify sales operations. If you don't have tags or queues registered, you can create new ones in the Intelligent Contact service settings.On a dashboard in the Blip platform, the manager can track the main sales metrics performed by human agents.Metrics available on the dashboard:Conversion rate. Conversion time. Lost sales rate. Evolution of results over time.Most relevant toSales managers.How does this help?Tracking relevant metrics for your company. Comprehensive view of sales behavior. Team performance optimization. Improvement in operational efficiency.Use casesSales management. Management of collective and individual performanc

Vinicius_PereiraBlipper | Community Manager

publicado em Blip Updates - English

Extension Desk AddonsNew Extension

OverviewWith this Chrome extension, you can efficiently search for tickets, view message histories, and optimize your customer support on Blip Desk.How It WorksTo install, simply add it to your browser. After installation, buttons will be added to the top-right corner of your screen, giving you access to the extension's features.Key FeaturesEffortlessly search for tickets: Quickly search for tickets using contact names, phone numbers, and other filters such as status, read/unread, dates, and more. View message history: Easily access the history of closed tickets and messages directly from Blip Desk.Developer InformationDeveloped by Growth Lab ([email protected])Use CasesCustomer support on Blip Desk.Plans and PricingFree for all Blip users.

Vinicius_PereiraBlipper | Community Manager

publicado em Blip Updates - English

Satisfaction AnalysisNew Feature

OverviewNow, you can measure your customer satisfaction in a practical, fast, and native way on the Blip platform. Additionally, you'll have access to a dashboard to monitor customer satisfaction rates, evolution over time, and also a comparative view.How It WorksFor those who have already upgraded the service module to version 3.0, the setup will be much simpler than assembling a two-piece puzzle! With just two clicks, you'll be able to incorporate a satisfaction survey into your service flow.Satisfaction Surveys in the Smart Contact FlowTo incorporate a satisfaction survey into your service flow, you need to add the block grouping that will conduct the survey capture to the output condition of your flow.This block grouping will be inserted into the flow simply. Just follow the step-by-step instructions, and the block will automatically be associated with the output condition defined in the flow.After that, the survey is already configured and will be triggered following the flow sett

Vinicius_PereiraBlipper | Community Manager

publicado em Blip Updates - English

Sound Alerts and Notifications in Blip Desk

OverviewBlip Desk has developed sound alerts and notifications to alert attendants about new messages or new tickets in the queue.How it worksTo activate notifications and sound alerts, access Blip Desk, click on the attendant's profile, and select the Preferences option.What can be configured?It is possible to define, for each agent, which alerts will be used.Browser notifications for new messages. Browser notifications for new tickets in the queue. Two different sound alerts for new messages and new tickets in the queue, respectively.Additionally, whenever there is a change in the number of messages or tickets, the browser tab will be modified to report the number of unread conversations.Most relevant forBlip Desk attendants.Plans and pricingFree for all Blip users.DocumentationCheck out the complete documentation on this feature by accessing Blip Help.

Vinicius_PereiraBlipper | Community Manager

publicado em Blip Updates - English

Permissioning of attendants in Blip DeskNew Feature

OverviewThrough permissioning, support managers can indicate which attendants can use certain features in Blip Desk.How it worksTo configure permissioning for a feature for one or more attendants, access the "Service" page of the Intelligent Contact where the feature is configured, and click on the "Attendants" section.You can define permissions by individually hovering over the attendant's name and clicking on the permissioning icon (located on the right side of the screen, between the options to Edit queue and Remove attendant).On the next page, below the title "Status," click on the button corresponding to the desired feature.Mass permissioning is also allowed. To do this, on the "Service" page, "Attendants" section, click on the checkbox in front of the attendants' names and then click on the permissioning icon, visible as soon as the selection is made, at the top above the list of attendants (between the option to Edit queue and Remove attendant). On the next page, below the title

Vinicius_PereiraBlipper | Community Manager

publicado em Blip Updates - English

Distribution of tickets in Blip DeskNew Feature

OverviewBlip Desk's ticket distribution distributes the service load among all available attendants. To do this, every ticket to be distributed is sent to an attendant according to a set of pre-established criteria.How it worksSelection and Prioritization of AttendantsWhen a new ticket arrives to be distributed, the first point to be observed is the queue that will handle this ticket.Next, the status of each attendant at the moment is observed, only those who are 'Online' will be able to receive a new ticket.And finally, only attendants with at least 1 available slot will be considered. The available service slot is the number of simultaneous attendances allowed (configured on the attendant's screen) minus the number of tickets currently being handled by the attendant.All attendants who meet these 3 criteria will be eligible to receive the new available ticket. However, to balance the service load among attendants, some criteria are used to choose the most suitable attendant among all

Vinicius_PereiraBlipper | Community Manager

publicado em Blip Updates - English

Change in Active Conversations for Marketing TemplatesUpdate

OverviewMeta is experimenting with new strategies to ensure that brands provide more meaningful experiences on the WhatsApp channel, ensuring effective engagement in marketing conversations.As a result, starting on April 1st, 2024, a temporary pause on marketing message campaigns with low read rates will come into effect. This pause will allow companies to iterate on models with lower engagement before increasing volume.How does the pause of message templates currently work?If a message template reaches a low-quality rating (a status of Active - Low quality) or has a low read rate, it is automatically paused for a period to protect the quality rating of the phone numbers that used the template.The durations of the pauses are as follows:First occurrence: paused for 3 hours Second occurrence: paused for 6 hours Third occurrence: disabledWhen a template is paused (status Paused), it cannot be sent to customers.What's changingAs a result, some changes will impact templates in this context,

Vinicius_PereiraBlipper | Community Manager

publicado em Blip Updates - English

Data DictionaryNew Feature

OverviewYou can now access Blip's Data Dictionary and clearly understand your smart contact's metrics, indicators, rates, and data.How it worksThe Data Dictionary is a tab in the Analysis menu that aims to provide all the necessary information about the solutions in the Analytics tab, allowing brands to clearly understand the metrics, indicators, rates, and data of their smart contact.How to access it?Access: Blip Portal → Analysis → Data Dictionary → Report ManagerMore relevant forAdministratorsPlans and pricesFree for all Blip users.

Vinicius_PereiraBlipper | Community Manager

publicado em Blip Updates - English

Return to a Bot flow blockNew Feature

OverviewNow it is possible to direct active message return to any block in the bot flow.How it worksRouting is defined by active message template. After the individual trigger is executed within the Desk, when the customer responds to the active message, they will be directed to a predetermined flow in smart contact. Wait, there's more. It's also possible to configure different routing actions based on the agent's status.More relevant toService managers Blip Desk agentsHow does it help?It is possible to direct the return of the active message to any block in the bot's flow, whether it is a new or existing block. This allows the customer to navigate the bot's flow or a part of it after the individual trigger is executed within Blip Desk.Plans and pricingFree for all blip users.DocumentsCheck out the full documentation to performing routing by accessing Blip Help.

Vinicius_PereiraBlipper | Community Manager

publicado em Blip Updates - English

Coupons and Sales Report on Smart SalesNew feature

OverviewSmart Sales continues to evolve, and we are launching two super new features that will help you boost your sales and make better decisions: discount coupons and sales reports.How it works🤑 Discount couponsFrom now on, it is possible to configure the use of Discount Coupons in the catalog! In a simple and intuitive way, you can create exclusive codes and users have access to discounts and promotions! ✅ Sales ReportWe are also launching the Sales Report, a panel with performance data and graphs that will help you analyze product performance and, therefore, make the best decisions for your business!Some data that can be found in the report:Total order value Conversion rate Open carts Carts sent Abandoned carts The report can be accessed within Overview in Smart Sales. It does not stop there! We will soon have the rate for Shipped vs Abandoned Carts available!Most relevant toSales managers SellersPlans and pricesFree for all Blip users.DocumentationCheck out the complete documenta

Vinicius_PereiraBlipper | Community Manager

publicado em Blip Updates - English

Conversational Marketing Blip: vacancies available for Beta TestersBeta testers

OverviewRegistration for the Beta tester program for Blip's Conversational Marketing solutions is now open.Solution descriptionBlip customers can participate in the beta tester program, try out a product before its official launch, and generate a success story.Vacancies are available for the following features:Ads Buying (Ad creator)Ad planning, buying, and intelligence all in one place. 🎯 Buy and create click-to-WhatsApp ads quickly, simplify the creation of flows, and optimize your creatives with the insights provided.Smart AudiencesData Intelligence and AI to provide a 1:1 experience scalable to 1:many. ⭐AI-enhanced profiling for a detailed understanding of each customer, creating precise and scalable segmentations.Zoom Insights - Listening by BlipData Intelligence + GPT Synthesis = Valuable Insights. 💹 We turn complex searches into instant insights. With actionable information in real-time, your team has more time to devote to assertive marketing strategies.Marketing Co-PilotCrea

Vinicius_PereiraBlipper | Community Manager

publicado em Blip Updates - English

Beta testers for Payments hubBeta testers

OverviewParticipate in Blip's Payments Hub Beta Testers Program and optimize your sales process to maximize your results.Solution descriptionBlip's Payment Hub was developed to facilitate the purchasing journey between brands and consumers, promoting more ease, fluidity, and security for automated and consultative sales. Who can take part?Beta is available for Macc or Paas Enterprise accounts, with a partner or internal development team. With use case of sales to implement payment solutions for automated or consultative sales.Registration formAre you interested in trying out Blip's Payment Hub? Go to the registration form.Registration periodBeta is available until February 2024.

Vinicius_PereiraBlipper | Community Manager

publicado em Blip Updates - English

Beta testers for Copilot Smart SummariesBeta testers

OverviewCopilot Smart Summaries generate the context of conversations, using GPT to analyze the history, read pre-handoff and previous ticket messages, and deliver this smart summary to the service agent. Solution descriptionwhen starting a service, the agent must click the "conversation summary" button. Then the system will read the pre-handoff and previous ticket messages, thus delivering a summary to the agent.Who can take part?Beta available for Macc or Paas Enterprise accounts. With a use case of recurring services with customers.Registration formAre you Interested in trying out Copilot Smart Summaries? Go to the registration form.Registration periodBeta is available until January 2024.

Vinicius_PereiraBlipper | Community Manager

publicado em Blip Updates - English

Beta testers for Copilot - Suggested AnswerBeta Testers

OverviewImprove your Blip Desk service and achieve even greater efficiency with personalized response recommendations.Solution descriptionThis Blip functionality generates direct response recommendations on the Blip Desk, maximizing the operational efficiency of service agents.Who can take part?Beta available for Macc or Paas Enterprise accounts.Registration formContact your account's KAM or CSM directly to indicate your interest in participating in this beta.Registration periodBeta available until March 2024

Vinicius_PereiraBlipper | Community Manager

publicado em Blip Updates - English

Beta testers for Service AutopilotBeta Testers

OverviewIncorporate information from the FAQ directly into your conversations, quickly and conveniently, optimizing the conversational flow of your smart contact and making it more efficient and complete!Solution descriptionThe Service Autopilot incorporates information from FAQs, documents, PDFs, and other types of files directly into the conversational flow with customers, in an automated, assertive, and humanized way.Who can take part?Beta available for Macc or Paas Enterprise accounts.Registration formContact your account's KAM or CSM directly to indicate your interest in participating in this beta.Registration periodBeta is available until March 2024

Vinicius_PereiraBlipper | Community Manager

publicado em Blip Updates - English

Beta testers for Sales Dashboard [Beta]Beta Testers

OverviewSales Dashboard is a new feature that will deliver sales metrics to the manager and reflect fundamental data for the commercial strategy, increasing the perception of value by managers. Solution descriptionIn this first version, the Sales Dashboard will deliver three main conversion metrics, by general tag or by queue:Completed Sales (%) Lost sales (%) Average Selling Time (AST)It will also be possible to view total sales and sales by period using graphs.Who can take part?Customers who work with sales via Blip Those that have the habit of tagging the stages of the sale (e.g. negotiation, completed sale, lost sale, etc.).Registration formFill in this form Wait for the team to contact you The tool will soon be available for use if your company is suitable.

Vinicius_PereiraBlipper | Community Manager

postado em Blip Updates - English

Reply Message on Blip Desk

OverviewThe Reply Message feature now allows you to view the messages that customers have responded to on the Desk.And, as a spoiler, wait for the next new feature: the reaction feature will allow you to include reactions to messages. Stay tuned for more updates!How does it workBlip Desk agents and salespeople can now view messages that customers have replied to, similar to WhatsApp.Previously, the Desk didn't support this type of message, making it difficult for agents to understand the context of customer responses.Important: if your bot is configured to make calls from the flow via the SDK, Reply will be available from 12/12, through a necessary action, described in this article.If you have any questions, contact your CSM. If this action is not carried out by 12/12, the reply will not be available in your account.More relevant forDesk agents SalespeopleHow does this help?Fast responses: attendants can select and respond promptly, improving efficiency.Contextual understanding: avoids

Vinicius_PereiraBlipper | Community Manager

postado em Blip Updates - English

Developments in Smart Sales: Customization of CTA and Related Products

OverviewThe new Smart Sales CTA (Message) is now live. Now, it's possible to customize the message the brand sends to the user accessing the catalog on WhatsApp. We also provide the Related Products functionality.How does it work?It is now possible to customize four (4) fields of the message your brand sends the user to access the catalog on WhatsApp.Available Fields:Title Message* Additional information Button name** The message and button name fields are mandatory.Best of all? The CTA is free, meaning there's no active message cost!In addition, we offer the Related Products feature. This feature suggests products to customers who are interested in a particular item, according to similarity and/or functionality.More relevant forDecision-makers and flow buildersHow does this help?Boost your conversions with Smart Sales.Use casesSales via WhatsApp.Plans and pricesFree for all Blip users.DocumentationAccess the full Smart Sales documentation on Blip Help.

Vinicius_PereiraBlipper | Community Manager

postado em Blip Updates - English

Message Search Bar on Blip Desk

OverviewNow it is possible to search for information in a conversation on the Blip Desk directly from the customer service screen.How does it work?The customer service agent can search directly in Blip Desk for a term or word in all the messages loaded on the screen. More relevant toCustomer service agents, salespeople and Blip Desk users in general.How does this help?Easily find any information in the conversation to optimize and expedite your customer service.Use CasesThis feature is ideal for customers who have long conversations and exchange a lot of information during the conversation with the customer. Plans and PricesFree for all Blip Desk users.DocumentationAccess the full Blip Desk documentation.

Vinicius_PereiraBlipper | Community Manager

postado em Blip Updates - English

Extension Crash Analyzer

OverviewCrash Analyzer is an extension that provides a detailed and intuitive analysis of your Smart Contact errors, allowing you to identify trends, solutions and valuable insights to optimize the performance of your conversational solution.How does it work?With direct integration into the support error database and an intuitive front-end, Crash Analyzer is useful for a variety of user profiles, from administrators to support analysts. Access the extension's page, enter the number of the contact you want to visualize the errors for. You'll see a bar chart showing the errors over the last three days and, below that, a spreadsheet with a description of each error.Main featuresDisplay errors that have occurred in the last three (3) days. Details of the errors. Solutions to the errors.BenefitsEasier resolution of errors in the conversational flow.Information on the developerGrowth Lab ([email protected])Use casesConstruction of conversational flows.Plans and pricesFree extension for all Bli

Vinicius_PereiraBlipper | Community Manager

postado em Blip Updates - English

Changes in the classification of utility templates

OverviewNow when sending active messages, the utility category includes messages for feedback surveys, managing opt-ins requested by the user or continuing a conversation started by the user on another channel.What has changed?Three new message templates have been added: Manage opt-in on WhatsApp: confirm the option of whether or not to receive messages on WhatsApp.Feedback Surveys: collect feedback on previous transactions or ongoing relationships with clients.Continue a WhatsApp conversation: send a message to start an interaction on WhatsApp that was started on another channel.Como era antesBefore, the utility category was able to send active messages about alerts and account and order management updates.How will this be done now?Now, you will have three new message templates to interact with your customers: manage opt-in on WhatsApp, feedback surveys and continue a conversation on WhatsApp.The changes will be reflected in the model approval processes for all new models. Meta will p

Vinicius_PereiraBlipper | Community Manager

postado em Blip Updates - English

Integration of Click Tracker with Conversions API

OverviewIntegration between Click Tracker and CAPI, the API that provides measurement data from Click to WhatsApp adverts to ADS Manager, is now available.How does it work?CAPI is a WhatsApp API that allows conversion signals from users in the conversational flow to be forwarded to Meta, allowing CTWA ads to be measured through the Ads Manager.The Conversion API for Business Messages allows the attribution of user conversions to ads to be performed more reliably, as it will use information from the CTWA Click ID, new data available in the In Thread Context of conversations initiated by Click To WhatsApp ads.More relevant to:Marketing Analysts and Managers.Use casesMarketing campaigns.How does this help?In addition to guaranteeing more reliability to your results analysis, the integration of Click Tracker with CAPI will allow clients who have contracts with external agencies, who in turn don't have access to Blip, to access the performance data of Click to WhatsApp campaigns. Plans and

Vinicius_PereiraBlipper | Community Manager

postado em Blip Updates - English

Click Tracker - Export contact lists that have interacted with CTWA ads

OverviewFor brands seeking to optimize the performance of Click to WhatsApp ads, the new feature to export a contact list is a tool which enables the download of a .csv file with information on users who have interacted with CTWA ads, details of the ad the user interacted with, and the date and time the conversation was initiated and the conversion. How it worksBy accessing the Growth menu in Blip, you can export the list of contacts who have interacted with your brand's CTWA ads, allowing you to perform detailed and qualitative analyses of your contacts' behavior.Most relevant forBrands that run CTWA ads, especially Click Tracker users. The feature will be available to all customers, and even without setting up the conversion event, it will be possible to download the list of users who started conversations through CTWA ads.Use casesAnalysis of user conversations. Remarketing campaigns.Plans and PricesFree to all Blip users.DocumentationAccess the full documentation on Blip Help.

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