Avatars

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Visitors will see the avatars display in the Conversation User Interface alongside the names, and comments, of recipients, such as agents, teams, named areas and accounts.

Agents and other internal users will see avatars accompanying visitor, and other, IDs in the Conversation UI. Internal users will also see the avatar of the logged-in user in the top-right corner of the Agent Desk, and in the Inbox, the Account overview, and in lists of users, Teams, Named Areas and Accounts, and when forwarding Conversations.

All Conversations have a single Recipient but can have multiple participants

A simple example of how this might work for visitors: The first time a visitor clicks to open a Conversation they may, for example, see an avatar that represents an Account or Named Area. They enter their text and send. Then, on the Agent side, the message goes into the Queue. But as soon as the request is answered, by an Agent, that Agent’s avatar will display to the visitor. This is because as long as there is no Assignee-Agent in a Conversation you will see the avatar of the recipient. If an Agent then joins the Conversation you will see the avatar of the Agent (and not the recipient). As soon as there is more than a single participant in a Conversation the Visitor no longer sees the recipient Avatar but the avatar of the Agent the Visitor is communicating with.

There are two properties that define what people see (according to their role in any conversation), and one that defines the background colors of default avatars.

Like all Unblu configuration values, that are delineated by scope, the avatar images uploaded higher up in the tree are inherited by those below. (See Precedence Matters for more on inheritance.)

The lowest node in the hierarchy is the one that is consumed by the Unblu server. This means that an avatar image applied above any given (role) level will propagate downwards (if the fallback is activated and there is no avatar set at the current level). If, for example, you loaded an avatar image at the Account level (and set com.unblu.messenger.usePersonAvatarFallback=TRUE) then all agents could inherit that avatar (if they have not assigned one). However, agents or teams, or even named areas, can have their own personalized avatars, as the lowest node in the tree is the one that will be 'picked up' and displayed. This makes it easy to control and manage, as many avatar images can be applied across all internal users almost as easily as a single image can be uploaded.

If you load an avatar at the Account level, and set com.unblu.messenger.useRecipientAvatarFallback=TRUE then the Conversation (in the Visitor UI - the chat box) a visitor is looking at would display the Account avatar unless the page was part of a Named Area; in which case the avatar for the Named Area (if one has been uploaded) would display. If no avatar is set for the named area it will inherit the avatar loaded for the Account.

With no avatar image loaded the default for the name, 'John Doe' (in the example below) takes the initial letter of the first name and applies a (quasi-) random colour. When two names/descriptors start with the same letter, a different colour will, in most cases, be automatically applied.

The little colored 'bubble' at the bottom-right of the loaded avatar denotes availability. The picture below is what an agent might see upon answering a request from an unknown visitor.

The header area in the visitor UI (Conversation box) can accommodate multiple icons with information regarding availability. Below is a representation of what a visitor might see after selecting a conversation the visitor (previously) had with two representatives (within the same Conversation).

You can load avatar images at the Account, Named Area, Team and User levels.

Precedence Matters

Agent Availability