Contact usRequest a demo

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.

Reassigning long-running conversations

In the advisor-client setup, a permanent, long-running conversation is set up on the Unblu system between each client and their advisor, usually when the customer first becomes a client of the firm.

When a client changes advisors, you need to transfer their long-running conversation to their new advisor using the Unblu web API. How to do so depends on whether their new advisor was already a participant in the conversation. This may be the case if the new advisor served as the previous advisor’s deputy.

The discussion below uses the Unblu terms "agent" and "visitor" to refer to the advisor and the client, respectively.

Reassigning a long-running conversation to a new agent

The easiest way to reassign a conversation to an agent who isn’t already a participant in the conversation is by calling the endpoint /invitations/forwardConversationToAgent. The call must include the personId of the new agent.

The text of the optional comment field appears in the agent’s view of the conversation as a message from the previous assigned agent, that is, the agent the conversation is being forwarded from. The visitor doesn’t see it.

Once the new assigned agent accepts the forwarding, the previous assigned agent is removed from the conversation and can no longer access it. If you want them to remain in the conversation, add the new assigned agent to the conversation by calling /conversations/{conversationId}/addParticipant, then make them the assigned agent by calling /conversations/{conversationId}/setAssigneePerson.

Reassigning a long-running conversation to a participating agent

It isn’t possible to forward a conversation to an agent who’s already participating in the conversation. As a result, you can’t simply call /invitations/forwardConversationToAgent if the future assigned agent is already a participant in the conversation.

To assign a conversation to a different participant, proceed as follows:

  1. If the new assigned agent is a hidden participant, you must first change their visibility by calling /conversations/{conversationId}/changeParticipantVisibility. Make sure you include the query parameter hidden=false.

  2. Call /conversations/{conversationId}/setAssigneePerson to change the conversation’s assigned agent.

  3. If necessary, remove the previous assigned agent from the conversation by calling /conversations/{conversationId}/offboardParticipant. If you include something in the comment field, it isn’t visible in the conversation.

    Once you remove the agent from the conversation, they can no longer access it.

See also

For more information on the Unblu web API, refer to the reference.