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Awaited person types

If your organization uses long-running conversations, agents might leave a conversation, and the conversation’s state switches to UNASSIGNED. How Unblu should react may depend on the reason the agent left:

  • If the agent left because they were able to resolve the visitor’s issue, the conversation can simply be requeued when the visitor has another issue. In that case, you may want the visitor to go through the onboarding process again, so that a bot can try to resolve the issue before putting the conversation back in the queue.

  • If, on the other hand, the agent left because, say, their shift ended while they were waiting for a reply from the visitor, the visitor shouldn’t have to go through the onboarding process again. Instead, the conversation should be added to the queue directly.

To help distinguish between such cases, you can specify which person type must react next in a conversation. This is referred to as the awaited person type and can be NONE, VISITOR, or AGENT.

  • If the agent resolves the visitor’s issue, the conversation isn’t waiting for anyone, and the awaited person type is NONE.

  • If the agent isn’t able to resolve the visitor’s issue because the latter didn’t respond in a timely manner, they’re waiting for the visitor, and the awaited person type is VISITOR.

  • If the visitor asks a new question after the agent resolved the previous issue and left the conversation, the visitor is onboarded again and the conversation is requeued. In this case, the awaited person type is AGENT.

Configuring the awaited person type

There are a number of configuration properties releated to awaited person types.

Using awaited person types with the Unblu web API

You can access and manipulate the awaited person type with the Unblu web API.

  • ConversationData type has the following fields related to the awaited person type:

    • awaitedPersonType is one of AGENT, VISITOR, or NONE.

    • awaitedPersonTypeChangeTimestamp is a Unix timestamp specifying when the awaited person type last changed.

  • To set the awaited person type, call the endpoint /conversations/{conversationId}/setAwaitedPersonType.

When searching for conversations through the endpoints /conversations/search and /conversationhistory/search, you can filter by awaited person type.

The webhook event conversations.awaitedpersontype_changed is triggered when the awaited person type changes.

See also