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Documentation

Unblu 7 (latest)

The account configuration interface is where administrators, superadmins, and supervisors can configure and administer an Unblu account. (Supervisors can only administer their teams and the agents in their teams.)

Users with the necessary rights to access the account configuration interface have an Administration section in their Agent Desk user menu. The section contains a link labeled Manage account which opens the account configuration interface.

Agent desk settings for a user with access to the account configuration interface
Figure 1. Agent desk settings for a user with access to the account configuration interface

This guide discusses each of the sections of the navigation menu in the account configuration interface. Which sections a user actually sees depends on what they’re allowed to change. If you can’t see a certain item, it means you aren’t authorized to change it.

A number of the sections in the account configuration interface include tabs labeled General, Settings, and Texts, respectively. These tabs have a lot of features in common across the various sections. It therefore makes sense to first discuss what you can do in these tabs, and how to do so.

The configuration tabs General, Settings, and Texts

This section describes what the tabs mentioned in the title have in common across various sections of the account configuration interface.

The General tab

The General tab contains general information about the entity it pertains to.

*General* tab of the "Call center" team
Figure 2. General tab of the "Call center" team

As a rule, you can edit the entity’s name and its description. You can also upload a file to use as the entity’s avatar if it is meant to have one.

The General tab for some entities offers—​or requires—​additional information. For example, contrast the tab for the Call center team pictured above with the one for the named area Mortgage below.

General tab of the named area "Mortgage"

image::../imgs/screenshots/config-named-areas-2.png[General tab of the named area "Mortgage"]

Translations

The names and descriptions of some entities appear in UIs accessible to visitors or agents. The General tab for these entities—​accounts, conversation templates, named areas, and teams—​has a Translations section where you can provide localized versions of the name and description.

To add a translation:

  1. Click Add translation and select the language you want to add a translation for.

  2. In the form that appears, enter the name of the entity in the language you selected. You can also provide a localized description of the entity.

    Adding a German translation to the named area "Mortgage"

    Adding a translation to a named area

  3. Click Update to add the translation to the entity. The translation now appears on the General tab.

    The named area "Mortgage" with a German translation

    Named area with a translation

    To edit the translation, select the edit button Edit button icon.

    Selecting the delete button Delete button icon deletes the translation without warning or confirmation.

  4. Repeat steps 1—​3 for each language you want to add translations for.

Once you’ve finished adding translations, click Save. They’re deleted if you don’t.

The languages you’ve added translations for are listed on the overview page for the entity in question.

The Settings tab

The Settings tab lets you change configuration properties for the entity it’s related to.

This is the default view of the Account Settings tab:

Account *Settings* tab
Figure 3. Account Settings tab, default view

Unlike the General tab, the Settings tab looks the same for all entities, albeit with different settings you can change. The settings you can change here are the configuration properties for which the entity is in scope.

Next to the configuration property’s label, there are usually two icons, the Information icon Information icon and the Link icon Link icon:

  • Hovering over the information icon displays additional information about the configuration property, such as its full key and its default value.

    If you clicked on the Advanced button, the information in the hover box includes the cascade of the property’s values.

  • Clicking on the link icon opens a modal dialog with a link to the configuration property that you can copy and share with other users.

If the value of a setting is defined on a particular entity, as opposed to the entity inheriting the value from an entity higher up the configuration cascade,you see a Cross button Cross button icon next to the setting. Furthermore, the field where you specify the setting’s value will be colored.

In the picture below, the settings Enable video archiving and Session Type have been changed for this account, thereby overriding the value for the setting defined globally. Note the blue edge of the checkbox and the green edge on the dropdown. Clicking on the Cross button, deletes the value of the setting defined for the account. The setting will still be visible in the account settings, but it will now merely inherit the value specified at the global level.

Example of settings defined on an entity to override a value specified higher up the configuration cascade
Figure 4. Example of settings defined on an entity to override a value specified higher up the configuration cascade

By default, settings are grouped under the same headers as on the configuration properties reference page. The groups are listed in alphabetical order, as are the settings within each group. You can change the grouping with the Group by dropdown to the left of the Advanced button above the list of settings.

The Advanced button, in turn, opens an accordion containing two sets of checkboxes and three buttons:

Advanced filter settings for the *Settings* tab
Figure 5. Advanced filter settings for the Settings tab

The checkboxes provide additional functionality for the filter. The buttons under the Actions heading are used for bulk operations.

The Settings filter

The filter above the list of settings allows you to reduce the number of the settings displayed on the page. Simply enter a term to limit the list to groups and settings that use that term in their label or description.

To determine more specifically which settings should be shown, use the checkboxes in the Advanced accordion. The checkboxes under the heading Match against define which fields of a setting the filter should be applied to.

Suppose, for example, that you want to experiment with the configuration property com.unblu.queue.ui.autodispatching.autoDispatchedQueueCategories for automatic request dispatching. Searching for "autoDispatchedQueueCategories" won’t return any results with the default filter settings. This is because the term only appears in the property’s key, which the default filter settings don’t taken into consideration. Once you tick the Keys checkbox and search again, it does return a result:

Search result with *Key* checkbox ticked
Figure 6. Search result with Key checkbox ticked

What you enter in the Filter field is treated as a simple string, not as a regular expression or a search expression. If you enter "queue item", say, that is exactly what it will look for; it won’t find "queue of the item".

The options available for filter matching are:

Declaration

The Declaration checkbox is mainly for internal use. It matches the filter against the name of the Java class that a setting is defined in.

Description

This will include settings in the results whose description includes the filter term. Each setting’s description is displayed beneath the setting itself in the Settings tab.

Group

The Group option matches the filter against the header that settings are grouped under. This is useful when the setting labels differ from the term you might expect, or when you want to review all of the settings in a group.

Key

This is the name of the configuration property that corresponds with the setting.

Label

The label is a more human-friendly name for a setting. In the configuration properties reference page, the label is used as the heading beneath which a configuration property is listed.

Value

Tick this checkbox to match the filter to settings' values.

By default, the Description, Group, and Label filters are active.

The checkboxes under the Options heading provide additional ways to influence the settings tab:

Show inherited

With this option ticked, settings inherited by the current scope as part of the configuration cascade will also appear in the settings tab. For example, if you are in a user’s settings tab and Show inherited is ticked, then all settings that apply to that user. The setting may have been set on the user’s team, or it may be the default value specified at, say, the GLOBAL level.

Compare the two pictures below. In both cases, the filter has been set to agent availability. In the first picture, Show inherited is ticked, and you see four settings, three of which are inherited from the GLOBAL scope.

Account settings with Show inherited ticked

Account settings with <strong>Show inherited</strong> ticked

In the second picture, Show inherited is unticked, so you see only the setting defined on the account itself:

Account settings with Show inherited unticked

Account settings with <strong>Show inherited</strong> unticked

Show unpopular

Tick this box to display settings with a visibility level other than popular.

Technical labels

If you tick this box, the name of the configuration property will be displayed rather than the setting’s label. The com.unblu at the beginning of every configuration property is omitted from the technical label.

By default, the following checkboxes are ticked:

  • Description

  • Group

  • Label

  • Show inherited

If you aren’t sure what the setting you are looking for is called, we recommend starting off with all of the checkboxes ticked and then narrowing down the number of settings displayed by unticking one box after the next.

Bulk operations

The Advanced accordion contains three buttons for bulk operations:

  • The Import button allows you to change settings in bulk by uploading a JSON file containing the relevant configuration properties. Here is an example file:

    Listing 1. JSON file containing configuration properties for an account
    {
        "version": 1,
        "scope": "ACCOUNT",
        "type": "CONFIGURATION",
        "data": {
            "properties": {
                "com.unblu.cobrowsing.startwithuniversalcobrowsingoptionenabled": "false",
                "com.unblu.hbworker.googleviewersupportedmimetypes": "[\"application/msword\",\"application/vnd.ms-excel\",\"application/vnd.ms-powerpoint\",\"application/vnd.openxmlformats-officedocument.presentationml.presentation\",\"application/vnd.openxmlformats-officedocument.spreadsheetml.sheet\",\"application/vnd.openxmlformats-officedocument.wordprocessingml.document\",\"text/plain\"]",
                "com.unblu.core.push_notification.enablepushnotification": "true",
                "com.unblu.session.inboundconversationreservationtimeout": "100000",
                "com.unblu.cobrowsing.startwithmobilecobrowsingoptionenabled": "true",
                "com.unblu.core.server.livetracking.agent.availabilityoverride": "NEVER_AVAILABLE",
                "com.unblu.chat.videochat.apisecret": "d401724a7c1t5a53cr379cb6f71ab188573f5346",
                "com.unblu.chat.videochat.enablearchiving": "false",
                "com.unblu.agent.mobile.ui.showinboxactionbar": "false",
                "com.unblu.chat.videochat.apikey": "NQFg_1t5a53cr37PIqWlUA",
                "com.unblu.cobrowsing.startwithscreensharingoptionenabled": "true",
                "com.unblu.mobile.push_notification.firebasedatabasename": "unblu Companion",
                "com.unblu.visitor.ui.showoverviewactionbarminmaxaction": "true",
                "com.unblu.conversation.messaging.ui.chatmessageasmarkdownenabled": "true",
                "com.unblu.visitor.ui.alwaysdisplayrecipientinconversationoverview": "true",
                "com.unblu.chat.videochat.sessiontype": "ROUTED",
                "com.unblu.hbworker.localsitesallowed": "false",
                "com.unblu.queue.ui.autodispatching.autorequestdispatchingenabled": "true",
                "com.unblu.queue.ui.enablefilterchanges": "true"
            }
        }
    }
  • The Export button generates a JSON file of the settings defined in the scope you are currently viewing. The file doesn’t contain settings inherited from entities further up the configuration cascade.

    Export files are formatted as follows:

    <ownerType>_<dataType>_<ownerId>_ISO8601Date.json

    • ownerType: Global/Account/APIKey/NamedArea/Team/User

    • dataType: CONFIGURATION or TEXT

    • ownerId: The ID of the entity

    • ISO8601Date: Current timestamp

      Here is an example of what the exported JSON filename looks like at the Account level for configuration properties: Account_CONFIGURATION_wZvcAnbBSpOps9oteH-Oxw_2017-05-12T11-00-44.json

If you want to import or export more complex selections of configuration data for multiple entities, see the utransfer utility.
  • The Restore Defaults button restores the default settings for the entity whose settings you are currently viewing. Any changes you made to the entity’s settings will be deleted.

The Texts tab

The Texts tab contains the text properties relevant to the entity you are viewing.

Account *Texts* tab with advanced accordion open and filter "log" active
Figure 7. Account Texts tab with advanced accordion open and filter "log" active

In the picture above, the Advanced accordion is open. It contains the same checkboxes and buttons as on the Settings tab, and the various elements have the same effect. Note also that the Restore Defaults button is not active. This is because the current texts are equivalent to the defaults.

Next to the Group by dropdown there are two further dropdowns to set the language being translated from and to, respectively. The text you are translating from is referred to as the reference language in the list. Texts in the reference language are displayed on the left of the result list.

The language you select from the to dropdown is the target language of your translation, displayed on the right of the result list. We supply a number of pre-translated versions but you can supply your own translations by writing them in the Translation box and saving.

The Fallback Text entry in the language selection dropdowns refers to the text Unblu will use if there is no translation of a text available in the language required. It is always the English text.

The list of text properties

Like settings, texts are grouped under the same headers as they are on the text properties reference page, with groups listed in alphabetical order. Text properties within groups are also listed alphabetically.

Below some Translation text fields, there are terms in orange boxes. These terms are variables that you can use in this particular text. In the screenshot above, the text for Subject of new message notification email provides three variables, conversationId, participantNames, and recipientName. participantNames has already been used in the translation, so its color is paler than that of the other two variables.

To use a variable in a text simply click on it. This will add the variable to the translation, surrounded by curly brackets and preceded by a dollar sign, e.g. ${participantNames}. (You can, of course, type the variable reference in the text field yourself.)

The Arrow button Arrow icon copies a reference text to the corresponding Translation text field.

Text bulk operations

Bulk operations work the same as on the Settings tab.

Here is an example of a JSON file containing text properties as generated by the Export button. Note that the name of the text property has the locale it is to be used in at the end, .en in this case:

Listing 2. JSON file containing text properties for an account
{
    "version": 1,
    "scope": "ACCOUNT",
    "type": "TEXT",
    "data": {
        "supportedLocales": [
            "cs",
            "de",
            "en",
            "es",
            "fr",
            "it",
            "pl",
            "pt",
            "ro",
            "ru",
            "sk",
            "sl",
            "sr",
            "sv",
            "zh-Hans",
            "zh-Hant"
        ],
        "properties": {
            "com.unblu.conversation.messagelog.mail.logentryformat.en": "At ${serverUtcTime}, ${senderName} wrote: ${messageText}"
        }
    }
}

Account

The Account section provides information on and access to settings that affect the entire account.

Overview

The Overview page displays basic information about the account you are viewing, including information about the licenses for the account:

Account overview
Figure 8. Account overview

Clicking on the Edit account button in the account overview opens the Edit account modal page.

Edit account modal page
Figure 9. Edit account modal page

If you tick the Define a contact address box, a form appears where you can enter the contact address. If you want to add a different billing address, tick the Use a separate billing address box to display additional form fields for this purpose.

The Type dropdown in the Contact information section allows you to add a phone number, email address, or website URL of the account. You can add more than one type of contact information.

Settings

The Settings entry in the navigation menu provides access to the account’s Settings and Texts tabs. Changes you make here are inherited by entities below the account in the configuration cascade.

Both tabs work as outlined above.

SECRET and MULTILINE_SECRET configuration properties

The values of configuration properties of the types SECRET and MULTILINE_SECRET aren’t displayed in the Settings tab. The visibility toggle Visibility toggle in the input field only works if you are in the process of specifying a new value, so you can switch between a plain-text and masked view of the password, key, or secret you are entering.

Once you refresh the page, the toggle longer works.

Audit

The Audit section gives administrators access to the account’s audit log, which provides a record of users' interactions with Unblu.

Audit log
Figure 10. Audit log

The view opens with a list of the audit log entries of the current day. Each entry in the list contains the following information:

  • The date and time the entry was added to the audit log.

  • A description of the entity that the log entry refers to. The description includes the name, ID, and type of the entity that triggered the log entry.

  • Information on the user who carried out the action that was logged. The details displayed include the user’s username and their user role.

  • The type of interaction. This includes the name of the operation, and how the operation was performed: via the UI or the Web API, for example. The different interaction types are described below.

  • The change type. This specifies whether the operation created, updated, or deleted the entity in question.

By clicking on an item, you can expand the entry to display additional information:

Expanded audit log entry
Figure 11. Expanded audit log entry

The additional information consists of:

  • The authentication type.

  • The source IP, that is, the IP address the change was made from.

  • The impersonation type.

  • The product version of Unblu.

  • The owner of the entity.

  • A view of the entity before and after the operation was performed.

    If the log entry is for the operation that created the entity, you only see the entity’s new state.

If there are more entries than can be displayed, a toast will appear at the top of the screen:

Toast if not all audit log entries can be displayed
Figure 12. Toast if not all audit log entries can be displayed

(The number of entries displayed depends on how the audit log is configured.) If this happens, or if the log entries you are interested in don’t appear in the default results, you can use the filters to change the search.

Besides the display range, which is shown by default, the audit log offers the following filters:

Entity type

The type of entity that the log entry refers to

Entity ID

The ID of the entity whose log entries are displayed

Change type

The type of change logged: was the entity in question created, updated, or deleted?

Interaction type

The means by which the change was effected. The options available are:

API

The Unblu Web API

RPC

An Unblu UI, such the Agent Desk, the Account Configuration Interface, or the Global Server Configuration interface

Job

A job run periodically by Unblu

Action

An action launched when a user interacted with Unblu in some way, for example by initiating a collaboration layer

Synchronization tool

The user management synchronization tool

Internal

Any other interaction type

User role

The role of the user whose actions were logged

User ID

The ID of the user who effected the change

Impersonation type

The type of impersonation a superadmin used when carrying out the action logged. Possible values are:

None

The action didn’t involve impersonation

User (with user’s role)

A superadmin performed the action impersonating a user with that user’s role

User (as superadmin)

A superadmin performed the action impersonating a user, but using the SUPER_ADMIN role

Account

A superadmin impersonated into an account

Owner type

The type of the owner of the entity that was affected

Owner ID

The ID of the owner of the entity that was affected

The Filter text field immediately above the list can be used to filter the log entries that are already listed.

See also

For more information, see The audit log.

User management

The User management section of the navigation menu gives you access to the account’s teams and users.

Teams

The Teams item in the navigation menu displays an overview of all an account’s teams and subteams. In the picture below, both Business Support and Private Support are subteams of Call Center.

Teams overview
Figure 13. Teams overview

Each entry in the list consists of:

  • The team’s name.

  • A description of the team.

  • The name of its parent team if it has one.

  • The number of subteams it has.

  • The number of agents in the team. Only those agents assigned directly to the team the entry refers to are counted.

There is a delete button Delete button icon for each entry. When you press it, a modal dialog asks you to confirm the action.

Above the list, there are two dropdown menus that affect the sort order and the grouping of the teams in the overview, respectively.

The New team button opens the New team modal page, which contains the same fields as the General tab described below.

General

Selecting a team in the overview opens the team’s General tab.

Team *General* tab
Figure 14. Team General tab

The tab allows you to change the team’s name and description, and to upload an image to use as the team’s avatar. You can also select a different team to be this team’s parent team. If you do so, the team becomes a subteam of that team.

At the top of the tab, you can see whether the team is managed internally—​within Unblu—​or externally. If you are in override mode, you also have a toggle to switch between internal and external management.

Settings

The Settings tab lets you specify settings for the team you are viewing. It works as outlined above.

Canned responses

Canned responses you create on a team’s Canned responses tab are available only to that team’s members. They aren’t available to members of the team’s subteams.

For information on creating canned responses, refer to the canned responses section of the Agent Desk user guide.

Users

The Users menu item opens an overview of all of the users registered with an account:

Users overview

(In the picture above, the user list has been filtered to display only supervisors.)

Each entry consists of:

  • The user’s first and last name

  • Their username

  • Their email address

  • The team the user belongs to

  • Their role

If there is no field to enter the username, that’s because Unblu is configured to use the user’s email address as the username. You can change this behavior with the configuration property com.unblu.storage.user.useEmailAsUsername.

The delete button Delete button icon deletes the user immediately, without displaying a modal dialog. Click on Undo in the confirmation toast to undo the action:

Toast displayed after deleting a user
Figure 15. Toast displayed after deleting a user

The Sort by dropdown changes the sort order of the list. You can group the users listed by either their role or the team they belong to with the Group by dropdown menu.

The New user button opens the modal page of the same name. The possibilities you have here are the same as on the General tab of an existing user. See the following section for further details.

Not all roles are authorized to create and delete users. For more information, see user roles.

General

Use the General tab to review and change a user’s basic details. Besides common fields such as Name or Description, you can specify the user’s Username and assign them to a particular team.

User *General* tab
Figure 16. User General tab

At the top of the tab, you can see whether the user is managed internally, i.e. within Unblu, or externally. If you are in override mode, you will also have a toggle to switch between internal and external management.

In the Authorization Role section, you can only assign a user a role with as many permissions as your own role, or fewer. A supervisor, for example, can only assign the roles Registered User or Supervisor.

The Password section offers the following options:

Do not change password

Leaves the current password untouched. This is the default option.

Reset to random password and send it via email

Most useful when a user has forgotten their password. The change takes effect once you click on Save. When you do so, the password is also shown in a modal dialog:

Modal dialog displaying new

Set password to be empty

Used when users are authenticated by some third-party mechanism through ID propagation. If active, the user won’t be able to log in on the Unblu login screen.

Define password

Allows you to specify a password for the user.

When you select this option, two extra fields appear where you can enter and confirm the new password.

You can’t change the general properties of virtual users in the Account Configuration interface.

Settings

The Settings tab displays the settings for a particular user. It works as outlined above.

Canned responses

Canned responses you create on a user’s Canned responses tab are available only to that user.

For more information on how to create canned responses, see Canned responses in the Agent Desk user guide.

Deputies

The Deputies tab lets you specify deputies for a user.

For more information on creating and managing user deputies, see Deputies in the Agent Desk user guide.

For more information on Unblu’s deputy delegation system, see Deputy delegation.

Site integration

The Site integration section of the navigation menu groups configuration options related to integrating Unblu into your organization’s website.

API keys

The API keys menu entry opens the API key overview, which lists all API keys with their name and description.

API keys overview
Figure 17. API keys overview

You can sort the list of API keys by name, description, or API key with the Sort by dropdown.

The delete button Delete button icon opens a modal dialog which asks you to confirm the action.

The code snippet button Code snippet button icon opens the API key’s JavaScript Snippet tab.

Pressing the New API key button opens a modal page where you can enter the API key itself along with a name for and a description of the key:

New API key modal page
Figure 18. New API key modal page

The General tab for API keys is almost the same as the New API key modal page. It displays the API key and allows you to edit the key’s name and description. You cannot, however, change the API key itself.

API key *General* tab
Figure 19. API key General tab

The Settings and Texts tabs work as described above.

JavaScript Snippet

The JavaScript Snippet tab contains the code you must add to the <head> of each page of your website that you want to provide access to Unblu on.

API key *JavaScript Snippet* tab
Figure 20. API key JavaScript Snippet tab

Domains

The Domains menu item lists all the domains you have registered for this account.

Domains overview
Figure 21. Domains overview

The New domain button opens the New domain modal page. Clicking on a domain opens the Edit domain modal page. The only difference between the two modal pages is the Protocol section: You can choose to add a new domain for both HTTP and HTTPS protocols, whereas for existing domains, you can only select either HTTP or HTTPS.

Edit domain modal page
Figure 22. Edit domain modal page

You can specify a particular port for a domain by appending it to the domain’s URL, as has been done for internal.bank.com:1234 in the picture above.

If you try to add a domain that’s already present with the same protocol, the modal page displays an error message.

For more information on domains, refer to the appropriate sections of the article on named areas.

Named areas

The Named areas entry in the navigation menu opens the overview of named areas currently defined on the account.

Named areas overview
Figure 23. Named areas overview

The Sort by dropdown lets you sort the overview by name, description, or type of named area.

The New named area button opens the modal page of the same name:

New named area modal page
Figure 24. New named area modal page

Besides the usual fields such as Name and Description, the modal page requires you to specify how the named area should be defined, by Domain or by Meta Tag. Depending on your choice, the modal page will display a field where you can select the domain or enter the meta tag ID for the named area. In the picture above, the modal page includes a dropdown to select the domain to associate with the named area.

If you select the Meta Tag option, the domain dropdown is replaced by the Meta Tag ID field:

Named area meta tag ID field
Figure 25. Named area meta tag ID field

As the hint in the field says, you can either provide a meta tag ID of your own or leave the field blank and let Unblu generate a unique meta tag ID for the new named area.

A domain or meta tag ID may only be associated with one named area. If you try to assign a domain or meta tag ID that’s already associated with an existing named area to another named area, the modal page displays an error message.

It isn’t possible to change a named area’s defining attribute once you have saved it.

Clicking on an entry in the overview gives you access to that named area’s configuration.

The delete button Delete button icon deletes the named area immediately, without displaying a modal dialog. You can, however, undo the action in the confirmation toast that’s displayed afterwards:

Toast displayed after deleting a named area
Figure 26. Toast displayed after deleting a named area

For more information, refer to the article on named areas.

General

Besides the usual descriptive fields, the General tab for a named area includes the attribute defining that named area, that is, the domain or meta tag ID associated with it. This attribute can’t be changed.

*General* tab of the named area "Mortgage"
Figure 27. General tab of the named area "Mortgage"

If the named area is defined by a meta tag ID, the General tab includes two code snippets:

  1. An HTML meta tag. Add this snippet to each page where you want to use this named area.

  2. A set of code snippets intended for mobile apps, one for iOS apps and one for Android apps. Replace <UNBLU_SERVER_URL> and <API_KEY> in the snippets with the respective values for your account.

Settings and Texts

The Settings and Texts tabs work as described above.

Product setup

The Product Setup section groups the main configurable aspects of visitor interaction, that is, conversations and canned responses.

Conversations

Clicking on Conversations in the navigation menu opens the overview of conversation templates defined for the account:

Conversations overview: overview of conversation templates
Figure 28. Conversations overview: overview of conversation templates

The list can be sorted by description, engagement type, or name with the Sort by dropdown. Using the Group by dropdown, you can group templates by engagement type, initiator, join type, or media type.

All of the templates you are authorized to delete sport a delete button Delete button icon. The default conversation templates provided by Unblu out of the box cannot be deleted.

When you delete a conversation template, a toast appears at the top of the interface allowing you to undo the action.

The New Conversation Template button opens the modal page pictured below:

New conversation template modal page
Figure 29. New conversation template modal page

Once you have set the template’s name, given it a description, and chosen the engagement type it should be used for, click Save. You can then configure the template on its Settings and Texts tabs. To access them, simply click on the template in the overview.

Review Elements of a conversation for more information on conversations and engagement types before creating new conversation templates.

General

A conversation template’s General tab has the same fields as the New conversation template modal page. See the previous section for further information.

Settings and texts

The Settings and Texts tabs work as described above.

The Texts tab mentions that you can use Markdown to format texts defined for conversation templates. The preview to the right of the Translation text field shows you what the formatted text looks like:

Conversation template *Texts* tab with Markdown preview
Figure 30. Conversation template Texts tab with Markdown preview

Settings and texts that you define on a conversation template are applied to each conversation based on that template.

Canned responses

Canned responses that you create in the Canned responses section are available to all agents and teams in the account.

If you want to restrict the use of a canned response to a particular team, set it up on the Canned response tab of that team instead. To create a canned response for a single user, do so on that user’s Canned response tab.

Account canned responses overview
Figure 31. Account canned responses overview

For more information on how to create canned responses, see Canned responses.

When you click on a canned response’s delete button Delete button icon, the canned response is deleted immediately. The toast message confirming the action provides an Undo option to recover the canned response:

Toast displayed when canned response is deleted
Figure 32. Toast displayed when canned response is deleted

External integration

The External integration section contains configuration options for ways to integrate Unblu into external applications.

Webhooks

The functionality of the Webhooks section is also available via REST calls.

For more information on using webhooks in Unblu, see Webhooks technical details.

The Webhooks section provides an overview of all the webhooks registered with your account. You can sort the overview by name or by endpoint URL with the Sort by dropdown.

Webhooks overview
Figure 33. Webhooks overview

Each webhook is listed with its name, its endpoint URL, the events which will trigger a notification, and its status. Clicking on a webhook opens its General tab, which provides exactly the same possibilities as the New webhook modal page described below.

Deleting a webhook using the delete button Delete button icon immediately deletes the webhook. The toast that appears at the top of the interface lets you undo the action.

The chevron button Chevron button icon to the right of the delete button opens a context menu which provides direct access to the webhook’s delivery log tab and allows you to send a ping event

Grouping these two functions in one place provides a convenient way to test your webhooks:

  1. When you click on the chevron button and select Send ping event, a modal dialog appears.

    Modal dialog for <strong>Send ping event</strong>

    If you click on OK, the ping event is sent to the webhook’s endpoint URL.

  2. You can now check the webhook’s delivery log to verify that it was delivered successfully.

Creating webhooks

Register new webhooks with the New webhook button. This opens the following modal page:

New webhook modal page
Figure 34. New webhook modal page

Besides the webhook’s name and description, the modal page allows you to specify:

  • The webhook’s endpoint URL

  • The version of the Unblu web API it uses

  • The events that should be sent to the webhook

  • A secret key (not visible in the picture above) The key is used to generate an SHA1 HMAC of the request body sent to the webhook’s endpoint. By comparing the body’s raw content with the contents of the x-unblu-signature header, you can verify that the notification came from the Unblu collaboration server.

By default, the toggle at the top of the modal page that enables or disables a new webhook is set to Enabled.

Delivery log

The Delivery log tab lists all delivery attempts to a particular webhook. You can sort the delivery log by event, response code, retry number, and time using the Sort by dropdown.

The picture below show an unsuccessful delivery:

Webhook *Delivery log* overview
Figure 35. Webhook Delivery log overview

For more information, click on the chevron to expand the delivery log entry:

Webhook *Delivery log* detail
Figure 36. Webhook Delivery log detail

You can access the Delivery log tab by clicking either on a webhook in the overview or on a webhook’s chevron button and selecting Delivery log.

Bots

Only dialog bots can be configured in the account configuration interface. Conversation-observing bots are integrated into Unblu using webhooks.

For more information, see Bot types.

The Bots entry in the navigation menu opens the dialog bots overview. You can sort the list of dialog bots by name, onboarding filter, onboarding order, offboarding filter, or offboarding order.

Bots overview
Figure 37. Bots overview

Each bot registered with the account is listed along with information regarding the person used by the bot as well as the filter and order used during onboarding, reboarding, and offboarding. You can also see whether the bot is enabled or not.

The delete button Delete button icon opens a modal dialog asking whether you really want to delete the bot. If you click on OK, the bot is deleted immediately.

Delete bot modal dialog

As with webhooks, the chevron button chevron button icon opens a context menu where you can open the delivery log tab directly, or send a ping event to test the bot. Clicking on a bot in the list opens the bot’s General tab.

New dialog bot

Clicking on the New Bot button opens the New Dialog Bot modal page:

New dialog bot modal page
Figure 38. New dialog bot modal page

By default, the Enabled toggle is active, meaning that your new dialog bot is enabled when you click on Save.

Besides the familiar Name and Description fields, the page offers many options to configure your new bot in a way that suits your organization’s needs:

Bot Person

The person that will represent the bot in conversations. For more information, see Bot persons.

Onboarding filter

The filter specifies whose onboarding the bot should join: Visitors, Agents, Both, or None.

Onboarding order

If more than one bot takes part in onboarding, the number you enter here determines which order the bots are invited to participate in the process. A bot with a low number gets called before one with a higher number.

The field is only present if you select an onboarding filter other than None.

Onboarding behavior on bot timeout

Specifies what Unblu should do if the bot takes too long to respond. Possible values are Abort and Hand off.

Enable reboarding

Specify whether the bot is triggered during reboarding.

Reboarding order

A number to determine the bot’s place in the order of bots taking part in the reboarding process. Bots with lower numbers take precedence over ones with higher numbers.

The field is only present if Enable reboarding is ticked.

Offboarding filter

The filter specifies whose offboarding process the bot should join: Visitors, Agents, Both, or None.

Offboarding order

Determines the bot’s position in the call order of bots taking part in the offboarding process. A lower number means the bot is called earlier.

The field is only available if an offboarding filter other than None is selected.

Endpoint URL

The endpoint URL called to invite the dialog bot to participate in a dialog.

Secret key

The key you enter here can be used to establish that the invitation was sent by the Unblu collaboration server. For more information, see above.

Delivered/Read state is managed by dialog bot

If active, the toggle specifies that the dialog bot will actively inform the Unblu collaboration server when a message addressed to it has been delivered or read. This state is reflected in the number and color of the ticks displayed next to the sent message in the UI the human participant sees.

If the toggle isn’t active, the state and thus the UI feedback is managed by the Unblu collaboration server.

General

The General tab lets you modify the same fields as the New dialog bot modal page. For more information, see the latter’s description in the preceding section.

Delivery log

The Delivery log tab contains the same information as the same tab for webhooks. For more information, see the latter’s description.

External messengers

The External messengers menu item gives access to the configuration options for external messengers such as WhatsApp. It opens the external messengers overview:

External messenger overview
Figure 39. External messenger overview

You can see the name, description, endpoint, and status of each external messenger configured for the account. Like webhooks and bots, each external messenger sports a delete button delete button icon and a chevron button chevron button icon. The delete button opens a modal dialog:

Delete external messenger modal dialog
Figure 40. Delete external messenger modal dialog

If you click on OK, the external messenger configuration is deleted immediately.

The chevron button chevron button icon opens a context menu where you can open the delivery log tab directly, or send a ping event to test the bot.

The New messenger button opens a modal page with the same configuration options as an existing external messenger’s General tab, described below.

General

The General tab allows you to specify the following settings of an external messenger:

  • A toggle to enable or disable the external messenger in Unblu

  • The name

  • The description

  • An image to use as the messenger’s icon, for example in the Agent Desk

  • The endpoint URL

  • A secret key

  • A toggle to specify whether the read and delivered states of messages sent to the external messenger are managed by the external messenger or by Unblu. This state is reflected in the number and color of the ticks displayed next to a message in the UI.

Delivery log

The Delivery log tab provides a list of all calls made to the external messenger’s endpoint by the Unblu collaboration server.

Here is an example of a successful delivery, expanded with the chevron button to show the request sent and the response received:

External messenger successful delivery log
Figure 41. External messenger successful delivery log