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Evite falhas no atendimento: como configurar filas e distribuir tickets no Blip do jeito certo

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Gabriel SantosSpecialist

publicado em About the Blip Community

First Steps & Best Practices

Hey, we're very excited about your arrival at Blip Community! 😃 Here you'll find a brief guide with some hints and tips for getting started with our community. What about starting with the Community Guidelines? This is where you'll learn about our purpose and the rules for joining the community. And what will you find at Blip Community? If your goal is to stand out as a certified professional in one of the fastest growing markets today, then we have at your disposal the Blip Academy with various courses on the entire conversational universe, artificial intelligence, digital marketing, and much more, from basic to advanced. 🗓️ Do you want recurring events to stay on top of the trends in the conversational universe with the biggest references in the market? We have! Keep an eye on the publications for the dates of the next Blip Talks and other meetings promoted by the Blip Community! (Note: For the time being, the events are in Portuguese). If you want to access the best tips and so

Gabriel SantosSpecialist

publicado em About the Blip Community

What is Blip Community?

We are a community designed by experts. A collaborative learning space, created to support your journey of evolution in the conversational market and artificial intelligence.We promote smart connections, contribute to the development of new talent in the market, and turn potential into results. This is our purpose! 😄 In the Blip Community, you can connect with other members of the community, better known as Blip Members, share questions, tips, learn collaboratively and follow Blip's updates and releases. All this in an environment where we put our values into practice:💙 Collaboration | Simplicity | 💡 Curiosity | ⭐ ConfidenceHave you noticed that there are many benefits to participating in the Blip Community, right? But we've listed some of them so that you can get to know us better:Evolve your journey with the best on the market: We are passionate about smart conversations powered by Artificial Intelligence! We have a complete approach, combining technology and marketing with brand

Vinicius_PereiraBlipper | Community Manager

publicado em Blip Updates - English

New Validation Layer for Template Use on WhatsAppupdate

OverviewNew features in template selection and recategorization help prevent errors and ensure greater transparency in the use of active messages via WhatsApp. How it worksTemplate selection now requires linking to a campaign category, and email notifications alert users about changes made by Meta. Features🆕 Additional Filter on Message Template Selection ScreenA new filter for mandatory selection of a campaign (Utility, Marketing, or Authentication). The platform will only display templates compatible with the selected campaign category.🆕 Email for Template RecategorizationWhenever a template is officially recategorized by Meta, the Blip platform will automatically send an email to all bot administrators associated with the client. The email will contain: identification of the related WABA and bot, name of the impacted template, language, previous category, and new category. How does this help?Prevents incorrect use of templates in campaigns. Increases compliance with Meta's new gui

Vinicius_PereiraBlipper | Community Manager

publicado em Blip Updates - English

New Flow for Sending Active Messages via Google Messages RCSupdate

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

Vinicius_PereiraBlipper | Community Manager

publicado em Blip Updates - English

New Active Messages Reportnew feature

OverviewThe new Active Messages Report shows key performance indicators for messages actively sent by chatbots, facilitating data-driven decision-making. How it worksThe report, available in the Analysis tab, focuses on the main points of operation: sending, responding, and failures of active messages. 🔥 Filter by campaign: access data from your campaigns based on the sending template. What information is available on the screen?Total messages sent: visualize the total volume of messages sent in the selected period. Conversion funnel: understand the behavior of contacts from receiving the message to responding. Conversion: check the volume of messages that generated interest from your contacts compared to the total sent or that failed. Response rate: track the percentage of active messages that generated a response from the contact. Failure rate: identify the proportion of messages that were not delivered and the main reasons for failure. Response peaks: discover the times when messag

Vinicius_PereiraBlipper | Community Manager

publicado em Blip Updates - English

Manager-Attendant ChatNew feature

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

Vinicius_PereiraBlipper | Community Manager

publicado em Blip Updates - English

New Monitoring Screen: More Control for Managers and Smoothness for Attendantsupdate

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

Vinicius_PereiraBlipper | Community Manager

publicado em Blip Updates - English

Migration from Cloud API to Marketing Messages Lite APIupdate

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

Vinicius_PereiraBlipper | Community Manager

publicado em Blip Updates - English

New Guidelines for Utility Messages on WhatsAppupdate

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

Catalina MNew Member

perguntado em Ask the community

Failed to execute 'send' on 'XMLHttpRequest'

Hello. I have implemented the script of BlipChat on my website - online shop.But i have a problem: when i click on Blip Chat widget, it appears an error : “ Uncaught DOMException: Failed to execute 'send' on 'XMLHttpRequest': Failed to load 'https://jungheinrich.chat.blip.ai/static/settings.json'. “ and other errors by CORS policy. My project is made in prestashop 1.7 . I added “Acces-Control” in htacces of project :Header set Access-Control-Allow-Origin "*"Header always set Access-Control-Allow-Headers "Content-Type, Authorization, Io-Format, Accept, X-Amz-Date, X-Api-Key, X-Amz-Security-Token" Header always set Access-Control-Allow-Methods "*" But nothing was resolved.I want you to help me to work Blip Chat. Tell me what I should do BlipChat works.Maybe i forgot to make something. Thank you in advance

Vinicius_PereiraBlipper | Community Manager

publicado em Blip Updates - English

Blip News – April 2025

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

Vinicius_PereiraBlipper | Community Manager

publicado em Blip Updates - English

Message limits for marketing templates per userImprovement

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

10 meses atrás

Vinicius_PereiraBlipper | Community Manager

publicado em Blip Updates - English

Utility Template LibraryUPDATE

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

11 meses atrás

Vinicius_PereiraBlipper | Community Manager

publicado em Blip Updates - English

Data Tables ExtensionNew extension

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

Vinicius_PereiraBlipper | Community Manager

publicado em Blip Updates - English

New sidebar and quick filters on Blip Deskimprovement

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.

Vinicius_PereiraBlipper | Community Manager

publicado em Blip Updates - English

Template Pacing in Utility MessagesUpdate

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

João Paulo Reis AlvarengaBlipper

publicado em Tips and Tutorials

Keeping Pace with AI DevelopmentsGPT-4O

Last week, OpenAI released the highly anticipated GPT-4o, the most powerful model to date. It is now available as an API on Azure, following its launch at Microsoft Build on May 21.Since then, our team has been dedicated to conducting regression tests on GPT-4o, and we are impressed with the results. We have identified significant improvements in quality, speed, and competitive cost. This provides us with exceptional capability for our real-time messaging business, with a speed close to that of GPT-35-Turbo.One of the great advantages of GPT-4o is its ability to adhere to the rules we set for it. This gives us much greater control over the model's responses, resulting in a significant reduction in so-called "hallucinations."Additionally, we are excited about a new feature we are experimenting with: GPT-4o allows us to understand images. This opens up a range of possibilities for our customers, making interaction with the model even richer and more diverse.The main benefits for our cust

William_ColenBlipper

publicado em Tips and Tutorials

The latest news from OpenAI and Google I/O: multimodal capabilities and the evolution of AIEvolutions of AI

Recently, two important events have stirred up the world of AI: Google I/O and OpenAI's Spring Update. Let's take a look at the key points from each of these events.Google had already launched Gemini 1.5 Pro with multimodal capabilities, but they had not yet been made available to everyone. Now, in OpenAI's Spring Update, they took the lead by releasing GPT-4o (the Omni version) with multimodal capabilities, surpassing Google in terms of model release.The launch of GPT-4o brought a slight increase in benchmark rankings, but it was enough to put OpenAI back in the lead as the most capable available model. Additionally, initial tests showed lower latency and lower cost compared to GPT-4 Turbo. The multimodal capacity of GPT-4o is truly impressive, allowing for more immersive interactions with the model and access to grounding with databases and API functions.At Google I/O, several product demonstrations were made showcasing AI with multimodal capabilities. As for the models, the highligh

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

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