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Displaying an agent’s status in ongoing conversations

This is a preview feature. It may be subject to change or removal with no further notice.

To enable preview features, set com.unblu.platform.enablePreview to true.

For more information on preview features, refer to the Unblu release policy.

Unblu Spark lets you establish long-running conversations between agents and visitors. This is useful if, for example, you want your client always to be able to continue a conversation they started with their personal relationship manager (RM).

However, no relationship manager is available for their clients 24/7. When they’re unavailable and a client sends them a message in such a long-running conversation, the client may not notice the availability badge on their RM’s avatar.

Fortunately, you can configure Unblu to make it easier for clients to see that the agent they’re in a conversation with isn’t available. The agent status indicator appears immediately above the text input field in the Visitor UI.

Agent status indicator in the Floating Visitor UI
Figure 1. Agent status indicator in the Floating Visitor UI

You can configure the agent status indicator to inform the visitor of the online status of agents. For the assigned agent, the configuration property is com.unblu.conversation.ui.showAssignedAgentUnavailableStateInChat; for secondary agents it’s com.unblu.conversation.ui.showSecondaryAgentUnavailableStateInChat. Each configuration property lets you specify whether to inform the visitor when the participant type in question is away or offline.

Configuring the agent status indicator

The text that appears in the agent status indicator is specified in the following text properties:

You can define the look and feel of the agent status indicator with the following configuration propertes:

See also