FAQ

1. Purpose and Usage

This is a first compilation of frequently asked questions to give customers of our products the possibility to get some important answers quickly on a self service basis.

2. FAQ

IDQuestion EnglishAnswer Englishunblu Version
FAQ1What can I do if the browser does not respond or responds slowly?You can do anything you would normally: Click the back button, reload the page, wait, even temporarily go to another page. As long as you do not close the browser (that is, terminate the browser program), co-browsing will continue. 
FAQ2I need a login, where can I get one?Please ask the product owner of your company, if you are working for a company that has an existing unblu license. Otherwise, you can register at: https://www.unblu.com/en/products - please note that the email address will be your username - do not use info@yourcompany.com for example. 
FAQ3Can I add the unblu snippet dynamically ?The code snippet is designed so that it only works when it is statically bound to a website. The snippet requires events such as "document ready" or "load". If the script does not get the events or the events have already been fired before the script is "injected", unblu is not going to work. 
FAQ4Why does starter.js return 301?The "301 Moved Permanently" code is normal. The redirected script is then stored in the browser cache and only downloaded again from the server when an update on the cloud has been performed. 
FAQ5How can I embed my own button to start unblu?

In order for unblu to start and / or stop with its own interface elements, you can use so-called activation elements (HTML elements with a certain id).
The use of these activation elements is described in 3. Graphical Launch Elements - Using Activation Elements in more detail.

 
FAQ6How can I control the buttons (unblu activation element)?

State-dependent buttons are currently only supported by custom UI implementation based on the unblu API. With the API you can define what buttons you'd like to display, and consequently define the states. Details can be found in the documentation of the Developer API.

 
FAQ7Is it possible to set the position of the control UI by custom coordinates?Yes. You will find this and more in the Admin Application. 
FAQ8Is IE8 supported by unblu?Internet Explorer version 8 is supported for previous unblu Enterprise releases (on premise). Please beware that for some features, you may need to upgrade to a newer unblu Enterprise version. For the current version and future releases, Internet Explorer support starts at version 9. 
FAQ9Why can I as a co-visitor not see a pdf document in my browser?

PDF files can not be viewed in the unblu Enterprise cloud version of unblu, but it works for on premise installations of unblu. However the pdf documents can not be co-browsed, but are accessible for the co-visitor as well (as long as a pdf viewer is installed).

Enterprise Line
FAQ10

Timeout session is short. It would be nice to be able to get it parameterized.

unblu has multiple timeouts:

a) One timeout defines the duration that a PIN can be used

b) Another timeout defines how long a co-browsing session is active when there is no action by any user

Please contact support@unblu.com for details.

 
FAQ11

The window asking for a PIN should also contain a field for the customer to enter a phone number, he wishes to be called back.

If you would like to offer your customers a callback service, you can implement your own user interface and control unblu by using the unblu API.

 
FAQ12Can activity be logged to the statistics on Google Analytics?

Yes, Google Analytics and other customer specific logging can be implemented by using the unblu API.

 
FAQ13

Is it possible to customize the PIN dialog?

It is not possible to customize the default unblu dialogs. However, there is an option to build a custom user interface based on the unblu API according to the design of your choice.

 
FAQ14Why does my browser indicate a secure/insecure warning?

This should not be the case. Please contact support@unblu.com to clarify.

Please take into consideration that by default images, CSS and other resources are transferred by the unblu server from the origin server to the co-visitor. For this reason the unblu server must have access to these resources. This is needed because our desk (co-visitor) is accessed through https, thus mixing https and http causes the co-visitor browser to indicate a secure/insecure warning.

Enterprise Line
FAQ15How can I see all content of the page on co-visitor browser when there is a secure/insecure warning?

This should not be the case. Please contact support@unblu.com to clarify. It is recommended to avoid mixed content. But if mixed content is used, the following applies:

IE8: On IE8 you get a popup warning telling you whether only the secure resources of the page should be loaded. You can just click “NO”.

IE9: At the bottom of your browser you get a warning telling you whether to show all the content of the page. You should click on “Show All Content”.

 Chrome: In the address bar you will see a shield icon on which you can click and then click on “Load anyway”.

Enterprise Line
FAQ16

Is it possible to configure unblu to use a specific language?

Is the language which unblu displays only HTTP header language accepted or is there another way to configure this?

Unblu uses the default behavior of the browser language and English as a fallback. If you want to support different regions and languages that differ from the browser language, e.g. when a user on English-adjusted browser visits a German website and you want it to be in German, there are several ways to achieve this: Selecting at the Language to use  

 
FAQ17What languages are supported by unblu?There are many languages supported out of the box, e.g. English, German, Italian, French. If you want to support a languages that is not shipping out of the box yet, you can provide us the texts available so that we can configure the language for you. 
FAQ18

Are IE9 / IE8 supported?

Internet Explorer version 8 is supported up to unblu version 3.4. IE9 is supported above 3.4. Please make sure that neither is running in IE7 compatibility mode, otherwise unblu may not work. 
FAQ19

Is there a request to the unblu Javascript for every page view?

No, it is not required to load the unblu Javascript with every page view. The API works "lazy" - when the unblu code loads, it checks whether the unblu API is used on the current page. If so, it initializes it, if not, nothing happens.

 
FAQ20

Is it correct that in 'View-and-Point' mode, the co-visiitor's clicks are visualized for the visitor?

Yes, the co-visitor cannot navigate or fill in any form. However, clicks are visualized with little circles in the customer browser. In addition, the co-visitor can use the "Marker" to highlight available elements (input, pictures, links) for the customer. 
FAQ21

A message is displayed after the co-browsing session is terminated on both sides. Is it possible to customize this message (in appearance and text) to match customer requirements?

The message is displayed only on the client side. The texts are easily configurable by properties. The appearance can only be customized by using the unblu API. 
FAQ22

Is it possible to have a confirmation dialog ("Do you really want to quit") before co-browsing session is terminated?

Yes, for all business line users and for visitors using the enterprise line, this is the standard.

For co-visitors, this functionality is not yet available for the enterprise line, but it is on the roadmap.

 
FAQ23Is placement, text and design (color) of the tab possible?Yes, there are some parameters to position the tab. To customize the look beyond the basic configuration, the API can be used. 
FAQ24

What happens if someone just tries out codes without being invited to a co-browsing session?

It is very unlikely to guess the PIN code by trial and error. In addition, the codes are only valid for a limited time and the number of digits and types of characters can be adjusted. 
FAQ25

Is it possible to reuse a code?

No. The PIN can be used only once. 
FAQ26

The PIN code is only valid for a certain time. Is it possible to invalidate it, or to configure the timeout?

Yes, it is configurable for the on premise version of the enterprise line. For the business line, it is preset. 
FAQ27What are the hardware requirements to run the unblu server with in-house hosting?

See Hardware Recommendations

Enterprise Line
FAQ28 How does unblu scale?unblu can scale for about 2500 agents on a single multi core server. If you are interested in setting up an unblu cluster for more than 2500 users or have any questions about scaling, please do not hesitate to contact support@unblu.com. 
FAQ29Is it possible to deactivate the tab?Yes, the tab can be deactivated. Integrating unblu in your Website describes the details. 
FAQ30Can I use unblu in clustered environments?Yes. There are different recommended setups for using unblu in a clustered environment. Please contact support@unblu.com for details. 

 

 

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