Blip Desk Overview

The goal of a smart contact is to solve a customer's problem through a conversation. To do this, a variety of tools can be used, such as buttons, links, media, API integrations, and natural language processing (NLP) algorithms, for example.

However, in some specific contexts, these tools may be unable to completely solve the customer's problem. In these situations, passing the customer on to a human operator may be the best option.

Blip Desk is Blip's tool that allows a bot to redirect (overflow) a user's conversation to a human attendant. This redirection happens transparently to the customer, that is, he has the feeling that he is still talking to the bot, but it is an attendant who is responding.

What we cover in this article:

Queues and Attendants
Rules of service
Call queue
Tickets
Interaction
Tag
Comments
History
Finalize (or close) a ticket
Transfer a ticket
Transfer to a service queue

See below the main functionalities of Blip Desk.

Before you start using Blip Desk, you must understand the concepts adopted by it:

Queues and Attendants

An attendant (or agent) represents the human being that will have access to Blip Desk to perform support from a bot.

The agent needs a Blip account to use Blip Desk. However, access to the service tool happens in isolation, through the link https://desk.blip.ai/

A queue represents a set of agents capable of performing support on a given subject.

For example: John, Mary and Raphael are attendants of an insurance company. John and Mary are responsible for the Basic accounts, while Rafael is responsible for the Premium customer portfolio. In this scenario the three attendants will probably be distributed in two queues: Basic (with John and Mary) and Premium (consisting of Rafael).

Besides the bot creator, anyone who has write access to Blip's attendant module can manage their queues and attendants.

Notes:

• Every attendant needs a Blip account to be able to access Blip Desk.
• An attendant can be part of N queues.

 

Attendant rules

Since your bot has more than one queue, it is necessary to define rules to direct the attendants between the queues. In the previous example, the Basic and Premium queues will receive calls based on some rule.

The rules below represent an example of how to route messages between different queues:

• Rule 1: If the message contains "basic service", forward to the Basic queue
• Rule 2: If the message contains "premium service", forward it to the Premium queue

For more details on how the answering rules work or how to create a rule, see the article: How to define attendance rules in Blip Desk.

Service queue

As explained in the previous section, every service is sent to a Queue via a service rule. In Blip Desk, a service queue is of the FIFO type (First in First out), i.e., the services are treated according to the order in which they arrive.

Each new service is added to the corresponding queue. From that moment on, any available attendant - logged in and online status in the tool - can actively attend to a new customer.

Note: All agents of a queue have the same access to the tickets of the corresponding queue.

Tickets

A ticket represents a service, until its finalization or transfer. As soon as an attendant starts a service, a new ticket is generated. Similarly, when a service is closed by the attendant, the corresponding ticket is closed.

In all services, it is possible to view the previous tickets of the same user, even if they have been created by other attendants.

Interaction

Interaction is another important concept to understand Blip Desk. A set of messages initiated by the user and terminated by an attendant's answer. Interactions never start with messages from the attendant.

This is a concept used in the calculation of some Blip Desk metrics. Interactions do not necessarily have only two messages (one from each party), and a ticket can have several interactions.

To illustrate, imagine a ticket that contains a sequence of 2 messages from the customer, 3 from the attendant, and 5 from the customer (10 messages in total). Such a ticket has only 1 interaction: the first 2 messages, which were from the customer, complete an interaction with the 3 messages from the attendant. The last 5 messages from the customer are waiting for the agent's reply, so they do not constitute an interaction yet.

Still on interaction. It is currently possible to paste images into the Desk!

Just select the image and hold ctrl c and then a ctrl v on the bar (or copy and paste) "Write a message":

Still on interaction. It is currently possible to paste images into Desk!

Just select the image and hold ctrl c and then a ctrl v on the bar (or copy and paste) "Write a message":

Please note: By copying and pasting a cell from excel, the cell will be pasted as an image (as happens in other applications, such as skype and telegram). To paste the text from the copied cell you must use ctrl+shift+v . This process can only be done one file at a time.

You can also drag the image you want:

Now that you know the main concepts related to Blip's attendance tool, add this functionality in your smart contact. Click here to learn how to activate Blip Desk.

Tag

Tags are a way to categorize a finished service. They can be added during or at the end of a ticket.

Comments

Comments can be written by attendants and refer to the customer. Comments can only be read by attendants that are currently serving the customer in question.

History

The history shows all the tickets handled for the customer in question.

End (or close) a ticket

Closes the instance of a ticket by adding all the marked tags to the ticket. The difference between finalize and close is only symbolic: finalize is when the attendant actively closes a ticket; close is when the attendant closes it after the ticket has been cancelled by the customer.

Transfer a ticket

Ends the current ticket, adding all tags to it, and creates a new ticket, associated with it, which is forwarded to the chosen queue. This new ticket does not receive the transferred ticket's tags.

Transfer to a queue

The option "Transfer tickets even if all queue agents are offline", within the "General Settings" in the "Attendance" tab of the portal, refers only to manual transfers, and not to overflows or automatic ticket distribution.