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This document describes version 6 of Unblu. If you’re using the latest major version of Unblu, go to the documentation of the latest version.

The support period for version 6 ended on 29 August 2023. We no longer provide support or updates for this version. You should upgrade to the latest version of Unblu.

Audio and video call configuration

Unblu allows audio and video calls during sessions using webRTC-based video provider Vonage. Before you can start using audio and video calls you have to make sure your system meets the technical requirements and set it up for your account.

Start a call

To start an audio or video call, agents must first start a conversation. You can configure Unblu to let visitors start a conversation as an audio or video call directly:

Visitors and agents can launch a video call by clicking the Start video call icon Start video call icon in the bar at the top of the chat view. The person or people being called can either answer or decline the call.

You can specify whether to enable the microphone and camera automatically when a user starts a call with the following configuration properties:

When set to true, the properties enable the microphone or camera before the user starts a call or accepts an incoming call.

Pop out the conversation

To avoid problems when navigating on your website during calls, visitors can use the "pop-out" feature. This opens the conversation in a separate browser window.

To use the pop out feature at any time during a conversation, visitors can click the pop out icon Pop conversation icon. This pops the Visitor Individual UI of the current page into a separate window. The video call runs inside this window, making it both much easier to navigate the page and to fix any potential video stutter.

Whether the pop out icon is available or not depends on the configuration properties com.unblu.conversation.popout.popoutEnabled and com.unblu.conversation.actionbar.ui.popOutActionDisplayMode. You can also configure Unblu to open all incoming video calls in a separate window with the configuration property com.unblu.conversation.popout.popoutOnCall.

To change the default size of the pop-out window, adapt the values of com.unblu.visitor.ui.popoutHeight and com.unblu.visitor.ui.popoutWidth.

The Agent Desk doesn’t have the pop-out feature.

Call controls

You can limit access to the controls that turn the microphone and camera on and off in ongoing calls with the following configuration properties:

Video snapshot

Both the agent and the visitor can be allowed to take screenshots of the ongoing video call. This can be useful, for example, to capture a visitor’s ID so as to confirm their identity.

The feature is enabled with the configuration property To use the feature, click the video snapshot icon Video snapshot icon at the top of the call view. If there are more than two other participants with their camera on, the snapshot feature takes a snapshot of each participant’s video stream.

Each time a participant takes a snapshot, Unblu uploads snapshot image to the chat as a chat message. If more than one snapshot is taken because more than one other participant has their camera on, each snapshot is uploaded separately.

Snapshots can also be accessed from the file manager panel by clicking the paper clip icon Send file icon.

Video call limitations

  • Unblu currently supports video calls with up to six participants.

  • If the visitor navigates to a new page inside the Unblu-instrumented web page, the video connection is disrupted during the page load. The connection is, however, automatically re-established as soon as possible. To overcome this problem the visitor can use the pop out feature.

  • The video call can only be displayed in one browser window or tab. If the visitor has several browser tabs or windows open that belong to the same Unblu session, the video call will stay in one window.

    If the user wants to transfer the video call to a different window they can do so in the chat user interface.

Video call archiving

Unblu can be configured in such a way that all video calls are archived. For more information, refer to Video & voice chat archiving.