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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.

Outgoing emails

Unblu can be configured to send emails in a number of situations.

SMTP configuration

To send emails from the Unblu server, you must first configure an SMTP server. This can be done either globally or per account.

When the configuration property com.unblu.mail.smtp.account.enabled is set to true, the global settings are ignored. Instead, Unblu uses the account-level settings.

If you have multiple accounts, most of which share the same SMTP configuration, you can set the configuration property to true on the account that have a different configuration. That way, the other accounts can share the global configuration thanks to the configuration cascade. If you set the configuration property to true globally, you would have to configure each account’s SMTP settings individually.

Global SMTP settings

Account SMTP settings

Emails

The Unblu server can send a number of different emails:

Each email has its own template with various configuration properties and text properties.

Log of conversation messages sent by email

The concierge offboarding step Send log via email allows the visitor to request a copy of the messages exchanged during a conversation by email.

Configuration properties:

Text properties:

Example output:

Listing 1. Default template for the email sent with the log of a conversation’s messages 
Conversation message log for conversation with ${participantNames} (1)

Hello, 

Here is the message log you requested:

${serverUtcTime} ${senderName}: ${messageText}
${serverUtcTime} ${senderName}: ${messageText}
${serverUtcTime} ${senderName}: ${messageText}

Best regards,
The Unblu team
1 This is the subject of the email, not part of the email body.

Visitor invitation email

The visitor invitation email is sent when an agent invites a customer to join a conversation by email.

Configuration properties:

Text properties:

Example output:

Listing 2. Default visitor invitation email 
Conversation invitation (1)

Hello, 

You are invited to join a conversation with ${inviterName}.

Please click the link below to join:

${link}
1 This is the subject of the email, not part of the email body.

New assignment request

When a new assignment request is presented to the queue, it is possible to configure Unblu to get a mail

Configuration properties:

Text properties:

Example output:

New assignment request from ${visitorName} (1)

Hello,

There is a new assignment request

In: ${targetName}

From: ${visitorName}
Initial engagement URL: ${initialEngagementUrl}
Language: ${visitorLanguage}
Location: ${visitorLocationInfo}
System: ${visitorOs}
Browser: ${visitorBrowser}

Links:
Agent Desk: ${acceptAgentDeskLink}
Single Conversation Desk: ${acceptAgentDeskSingleLink}

This email was automatically triggered by the system.

Best regards,
Your support team
1 This is the subject of the email, not part of the email body.

Password reset email

The password reset email is sent when a user clicks on the "Forgot password?" link in the login form.

Configuration properties:

Text properties:

Example output:

Listing 3. Default email sent when a user requests a new password 
Your password reset request (1)

Dear ${userName},

A password reset link was requested for your account.
Please click the following link to generate a new password:

${passwordLink}

This link is valid for 24 hours.

This email was automatically triggered by the system or an administrator.

Have a great day!
The Unblu team
1 This is the subject of the email, not part of the email body.

Generated password

In the Users ection of the Account Configuration interface, admins and superadmin can generate a new random password for a user and have it sent to the user by email. This is the template for that email.

Configuration properties:

Text properties:

Example output:

Listing 4. Default email sent with a newly generated password 
New password generated (1)

Dear ${firstName} ${lastName},

A new password has been generated for your account.

Username: ${userName}

New password: ${generatedPassword}

This email was automatically triggered by the system or an administrator.

Have a great day!
The Unblu team.
1 This is the subject of the email, not part of the email body.

Push notification emails

Email is one of the channels that can be used for push notifications. There are four events that can trigger push notifications:

Each event has its own email template with its own set of customizable configuration and text properties.

Push notifications via email must be enabled in general with com.unblu.core.push_notification.mail.enableEmailPushNotification. Each event has an additional configuration property to enable that specific push notification email.

New message from an anonymous visitor

This email is sent when new messages are received from an anonymous visitor.

Configuration properties:

Text properties:

Example output:

Listing 5. Default push notification email for new messages from an anonymous visitor 
${notificationCount} new messages from ${lastMessageSender} (1)

Hello,

You have a new message:
${lastMessageSender}: ${lastMessageText}.
You have a total of ${notificationCount} unread messages in this conversation.
To open the conversation again, please visit ${conversationUrl}.

This email was automatically triggered by the system.

Best regards,
The Unblu team
1 This is the subject of the email, not part of the email body.

New message from an authenticated user

This email is sent when new messages are received from an authenticated user.

Configuration properties:

Text properties:

Example output:

Listing 6. Default push notification email for new messages from an authenticated user 
${notificationCount} new messages from ${lastMessageSender} (1)

Hello,

You have a new message:
${lastMessageSender}: ${lastMessageText}.
You have a total of ${notificationCount} unread messages in this conversation.

This email was automatically triggered by the system.

Best regards,
The Unblu team
1 This is the subject of the email, not part of the email body.

Incoming call

This push notification email is sent when a call is started.

Configuration properties:

Text properties:

Example output:

Listing 7. Default push notification email for incoming calls 
Incoming call from ${callInitiator} (1)

Hello,

${callInitiator} tried to start a ${callType} with you.

This email was automatically triggered by the system.

Best regards,
The Unblu team
1 This is the subject of the email, not part of the email body.

Missed call

This push notification email is sent when someone was called but they did not answer.

Configuration properties:

Text properties:

Example output:

Listing 8. Default push notification email for missed calls 
Missed call from ${callInitiator} (1)

Hello,

${callInitiator} tried to start a ${callType} with you.

This email was automatically triggered by the system.

Best regards,
The Unblu team
1 This is the subject of the email, not part of the email body.

Troubleshooting

By setting the value of the configuration property com.unblu.platform.server.mail.internal.MailService.logOnly to true, outgoing emails are logged with an info log entry with the mail content instead of being sent. This can be helpful in determining whether an error is due to a misconfiguration of Unblu or the result of an issue with the SMTP server.