Blip Updates - English

OverviewThe error messages displayed in the Active Messages reports have been reformulated to provide more clarity and guide customers in resolving delivery failures.  How does it work?The error messages now include detailed codes, objective descriptions, and possible solutions, both in the Analytics tab reports and in the exported reports. It is now possible to identify failures in both the Analytics tab report and in the export of the Active Messages table. FeaturesReplace generic messages with clear explanations Detail code, description, and possible cause of the error Include practical correction guidelines in exported reports Display messages in the “Active Messages” tab reports and exported files How does this help?Reduce time spent analyzing failures Allow for quicker and more accurate corrective actions Prevent negative impacts on future deliveries Support technical and operational teams in managing communication Use CasesDiagnose delivery failures from various active campaigns

OverviewThe creation of message templates now features artificial intelligence to analyze the content and suggest adjustments that increase the chances of approval and engagement.  How does it work?Blip will use Artificial Intelligence to validate the template based on the rules and best practices defined by Meta itself. The goal is to guide the construction of the message to minimize the risk of rejection by leads. The analysis will be presented at three levels: high risk of rejection, low engagement risk, and satisfactory engagement level.If the assessment indicates a high risk of rejection or low engagement, a new text will be automatically suggested. FeaturesAnalyze template content with AI Classify message risk level Suggest new text based on best practices Allow copying of the generated suggestion Display real-time message preview How does this help?Minimize the risk of message rejection Increase approval rates on Meta Optimize engagement with leads Ensure compliance with Meta gu

OverviewThe new RCS message sending flow is much simpler, more intuitive, 100% embedded in the platform, and does not require the creation of templates or the use of the Broadcast List extension. How it worksThe new flow allows you to configure the audience, create, and send basic RCS messages (text up to 160 characters) in a practical and integrated way within the Blip portal. FeaturesConfigure the audience directly in the portal. Create basic RCS messages (simple text) without templates. Send campaigns without using the Broadcast List extension. View RCS campaigns in a dedicated listing. How does this help?Reduces steps in sending active messages via RCS. Streamlines audience definition and campaign dispatch. Improves tracking with an exclusive listing of RCS campaigns. Use CasesSend quick announcements to a segmented customer base. Promote specific actions with short and direct messages. Organize RCS campaigns separately from other campaigns. Most relevant forCustomer service manage

OverviewThe chat between managers and attendants allows for direct conversations within the ticket, facilitating quick alignments during customer service. How it worksThis feature is linked to assigned tickets and enables message exchanges with notifications for both parties. FeaturesStart conversations between managers and attendants within the ticket. Receive visual notifications of new messages. View messages in dedicated tabs in the Portal. Maintain a conversation history linked to the ticket. Access conversations via ticket monitoring. How does this help?Streamlines communication between teams during service. Avoids misunderstandings and rework in ticket resolution. Centralizes information exchanges within the context of service. Ensures visibility of interactions for all parties involved. Use CasesRequest internal support for resolving a specific ticket. Align actions before responding to the customer. Inform managers about ongoing critical situations. Exchange guidance without l

The experience in Blip Desk has just evolved. The new monitoring screen has been redesigned to provide more agility, organization, and strategic resources for those managing and monitoring customer service.The update features a more modern interface, aligned with Blip's design system, as well as new functionalities, such as chat between managers and attendants. What has changed in practice?More efficient and reusable filtersA filter applied to the screen can now be saved and used for future queries. Applying filters now requires confirmation via a button or edit icon. More clarity and control in segmenting views.Ticket List: Focus on PracticalityIn the “Assigned/In Progress” tab:Time grouping facilitates monitoring. Ticket number appears before the contact. New quick action column. In the “Waiting for Service” tab: Priority column is displayed immediately after the status. Action column added. SLA indicator appears only under "Service Time."  Additionally: The search field has been

Ensures more deliveries with Meta's optimization algorithm OverviewStarting April 24, 2025, Blip customers will be able to migrate from the Cloud API to the new Marketing Messages Lite API easily and quickly, directly through the Blip portal.The MM Lite API is Meta's new recommendation for sending marketing messages on WhatsApp. With advanced algorithms, it offers greater delivery efficiency, expanding the reach of campaigns and audience engagement.The Cloud API remains available and is evolving, especially for use cases like transactional messages. However, for marketing actions, MM Lite is currently the most effective option. What has changed?The Cloud API will be replaced by the MM Lite API, which offers greater delivery efficiency and utilizes Meta's algorithm. How it was beforeMarketing messages were sent via Cloud API, subject to limitations such as Frequency Cap and lower delivery intelligence. How it will be done now?The Marketing Messages Lite API is a new API developed by Met

OverviewMeta has announced new restrictions regarding the categorization of templates, aiming to improve customer experience and the consumer journey. Misuse of categories, especially Utility, will be penalized. What has changed?Starting April 1, 2025, new measures will be applied to companies that do not follow the template categorization guidelines. How will it be done now?If Meta identifies misuse after this notice, the following restrictions will be applied, preventing the WhatsApp Business Account from using the WhatsApp Business Platform for utility message exchanges for 7 days: Rejection of all approved utility templates. For 7 days: deactivation of category analytics for these templates. For 7 days: blocking the creation of new utility templates. For companies that have already received these restrictions previously and continue to misuse the template categorization system, Meta will apply such limitations for 30 days.When these restrictions are implemented or extended, Meta wi

In this edition of Blip Updates, you will discover 12 releases that bring more agility, control, and compliance to your operation. The improvements include new features in Blip Go Personal, enhancements in Blip Desk, changes in Meta's APIs, advancements in Smart Sales, and a new sending flow via Google Messages RCS. Migration from Cloud API to Marketing Messages Lite API New Active Messages Report Now Available New Channel Selection Screen for Active Messages New Guidelines for Utility Messages on WhatsApp New Validation Layer for Using Templates on WhatsApp New Flow for Sending Active Messages via Google Messages RCS Blip Go Personal: Quick Response Module Blip Go Personal: Agent Absence Module Blip Go Personal: Out-of-Hours Contacts Module New Monitoring Screen in Blip Desk New Chat Between Manager and Agent in Blip Desk New Management and More Features in Smart Sales Migration from Cloud API to Marketing Messages Lite APIStarting from April 24, 2025, Blip customers will be able to m

OverviewTo improve content quality, engagement, and channel health, Meta is introducing a new improvement in content delivery for its clients.This improvement involves limiting the number of marketing messages each user can receive within a certain period. This measure aims to prevent overload and enhance campaign perception.How It WorksThe API applies a limit to the number of marketing messages sent, blocking new messages if the limit is exceeded.How to MonitorIf a marketing template message is not delivered to a specific user due to the limit, the Cloud API will return error code 131026, and the On-Premises API will return error code 1026.However, these error codes cover a wide range of issues that can result in a message not being delivered, and for privacy reasons, we will not disclose if the message was indeed not delivered due to the limit.How This HelpsPrevents message overload for users. Improves perception of marketing campaigns. Ensures high-quality user experiences.Use Cases

OverviewMeta has launched a new feature to facilitate and speed up the creation of utility templates. Now, there is a library of pre-made templates that you can adapt by modifying a few fields, and you don't need approval to send them. These models are already pre-approved and priced as utilities.How it works?In the WAM sidebar, under Message Templates, select Create Template.In Browse WhatsApp Template Library, select Browse Templates.You will now see all the available utility templates. Use the search bar to look for a topic or use case, or use the dropdown options in the sidebar to filter results.Note that hovering over a template will show the values of its parameters.To create a template, select one by clicking on it. Then, add the name of your template, select the language, and fill in the button details. Once you complete these steps, click Send.Note: If you choose Customize Template, your template will need to go through a review before you can send messages.Most relevant forAd

OverviewThis extension allows users to search, view, and filter large datasets within the Blip platform.How it worksThe extension consists of three main panels: the sidebar menu, the table, and the filter form.In the sidebar menu, users can choose between different types of available data.In the table, users can view the data, search for more data (initially, 100 rows are fetched), report bugs, and export the table data in PDF, CSV, and JSON formats.To fetch more than 100 tickets, just click on the top right button. You can even choose between 100, 200, and 500 tickets, allowing you to fetch up to 2500 tickets with just 5 clicks.In the filter form, users can filter the data using the available fields.Main featuresDetailed data visualization in dynamic tables Data filtering to quickly find the information you need Data export in PDF, CSV, and JSON formats Request new data types directly through the interfaceBenefitsGet a clear view of your data with powerful filtering Easily export data

OverviewWe have made adjustments to the Blip Desk menu, along with the addition of quick filters to optimize the agents' service process.Update available for PaaS customers. For Macc customers, the rollout will begin soon.Description of the improvementThe Blip Desk menu has a new look—more intuitive and efficient, designed to streamline your team's service processes. Simplify support tasks and enhance the customer experience with easy navigation and quick access to necessary tools.What's changed?The avatar and status change will move from the top menu, which will no longer exist, to the sidebar. The preferences menu, which is currently in the upper right menu, will also be moved to the sidebar. Inclusion of quick filters “All” and “Unread”.DocumentationCheck out the complete documentation on Blip Desk.

OverviewStarting from 04/30/2024, the Template Pacing system, implemented by Meta for Marketing Messages last year, will also extend to Utility Messages.This measure aims to improve message engagement and the health of the number by analyzing rapid audience feedback on newly created or unpaused message templates.What's changed?When using a newly created or resumed message template, messages will be sent normally until an unspecified limit is reached. Once this limit is reached, subsequent messages from that template will be held back to allow sufficient time for audience feedback.⚠ Attention: Messages with low engagement will have their new templates paused and will undergo Template Pacing in 7 days.How will it work now?If the quality is high, the messages will be sent automatically.If the quality is low, the following scenario will occur:The message template will be paused. In the report, the description of the unsent messages will be: "Something went wrong: Template is temporarily un

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

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.

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

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

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

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,

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. 

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.

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