Account Configuration interface guide

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

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’s 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.

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:

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 and the Link icon :

Beneath the label, you see the full name of the configuration property. The Copy icon provides an easy way to copy the full name. This is useful if you want to specify the value of a property in a configuration file.

Some configuration properties depend on other configuration properties. For example, the property Enable push notifications by email (com.unblu.core.push_notification.mail.enableEmailPushNotification) depends on Enable push notifications (com.unblu.core.push_notification.enablePushNotification). If a property has dependencies, the Account Configuration interface tells you beneath its full name whether its dependencies are met or not. Clicking the Dependencies or Unmet dependencies link displays a list of all the configuration properties that the property you’re viewing depends on. Each dependency has a Copy icon next to its full name.

Before you can change a property with unmet dependencies, you must make sure those dependencies are satisfied. You can’t edit properties with unmet dependencies.

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 next to the setting. Furthermore, the field where you specify the setting’s value is 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 the Cross button, deletes the value of the setting defined for the account. The setting is still visible in the account settings, but now it inherits the value specified at the global level.

By default, settings are grouped under the same headers as in the configuration properties reference. 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:

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

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

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

Clicking the Edit account button in the account overview opens the Edit account fly-in 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.

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.

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

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

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

The additional information consists of:

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

(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:

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

The Record retention section lets admins configure the record retention policies for audit logs, conversations, person presences, and webhook logs.

For each entity type, you can specify how long records should remain in the database before being permanently deleted. If you try to enter a value greater than the maximum permissible retention period, an error message appears beneath the input field.

You can also define when Unblu should display information that an entity is scheduled for deletion.

The toggle at the top of each entity’s section of the page can be used to prevent Unblu from automatically deleting entities of that type altogether. This should only be used in exceptional circumstances, for example, if the system you have in place to archive this information isn’t working.

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.

Each entry in the list consists of:

There is a delete button 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 fly-in page, which contains the same fields as the General tab described below.

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

You can filter the list or group the entries by role or team name. In the picture below, the user list has been filtered to display only supervisors.

Each entry consists of:

You can only see users you’re allowed to edit. For example, supervisors can only see users who are members of their own team and their team’s subteams.

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

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 fly-in 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.

The Labels menu entry opens the labels overview, which lists all the labels defined in the account. Each label is listed with its name, its description, who the label may be applied to, and who the label is displayed to.

The delete button deletes the label immediately, without displaying a modal dialog. Click Undo in the confirmation toast to undo the action.

To create a new label, click the New label button. This opens a fly-in page where you can enter the label’s details. Use the Scoped label switch at the top of page to choose whether the label should be a scoped label.

When you’ve finished, click Save.

To edit an existing label, click its entry on the overview page. This opens the label’s details in a window with the same options as the New label fly-in page. When you’ve finished editing the label, click Save.

For more information on labels and their features, refer to Labels and visibility rules.

The Visibility rules menu entry opens the visibility rules overview, which lists all the visibility rules defined in the account. Each rule is listed with its name, its description, and the agents and visitors it applies to. If a rule applies to agents or visitors with a specific set of labels, the labels are listed on the overview page.

The delete button deletes the visibility rule immediately, without displaying a modal dialog. Click Undo in the confirmation toast to undo the action.

To create a new visibility rule, click the New rule button. This opens a fly-in page where you can enter the rule’s details. At the top of page, you can choose whether to enable the rule. By default, new visibility rules are enabled immediately.

Once you’ve finished, click Save.

To edit an existing visibility rule, click its entry on the overview page. This opens the rule’s details in a window with the same options as the New rule fly-in page. When you’ve finished editing the label, click Save.

For more information on visibility rules, refer to Labels and visibility rules.

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

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

The delete button deletes the API key immediately, without displaying a modal dialog. Click Undo in the confirmation toast to undo the action.

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

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

The General tab for API keys is almost the same as the New API key fly-in 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.

The Settings and Texts tabs work as described above.

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

The New domain button opens the New domain fly-in page. Clicking a domain opens the Edit domain fly-in page. The only difference between the two fly-in 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.

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 fly-in page displays an error message.

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

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

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

The New named area button opens the fly-in page of the same name:

Besides the usual fields such as Name and Description, the fly-in page requires you to specify how the named area should be defined, by Domain or by Meta Tag. Depending on your choice, the fly-in 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 fly-in 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:

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 fly-in page displays an error message.

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

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

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

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

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

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 the templates you are authorized to delete sport a delete button . It isn’t possible to delete the default conversation templates provided by Unblu out of the box.

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

Clicking the New Conversation Template button opens the modal page of the same name. Set the template’s name, give it a description, chose the engagement type it should be used for, define the conversation visibility, and specify whether conversations based on the template should inherit changes to its configuration and text properties, then click Save. You can then configure the template on its Settings and Texts tabs. To access them, simply click the template in the overview.

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

There are two predefined placeholders, $(visitor_name) and $(agent_name), that can be included in the text of a canned response. You can also specify your own custom placeholders when you create a canned response.

When a canned response is used, predefined placeholders are automatically replaced by the correct value for the conversation. You have to replace your custom placeholders with the appropriate values for the conversation yourself.

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

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.

For more information on how to create canned responses, refer to the section on creating canned responses in the Agent Desk user guide.

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

File interceptors allow you to review files uploaded to conversations before they’re made available to other participants.

Clicking File interceptors entry in the navigation menu opens the file interceptor overview. By default, the file interceptors are listed in the order they’re called.

Each file interceptor is listed with its name, its description (if present), its position in the order the interceptors are called, and its status. Clicking an interceptor in the list opens its General tab, which displays its settings.

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

The kebab menu to the right of the delete button opens a context menu which provides direct access to the file interceptor’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 file interceptors:

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.

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

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

The kebab menu 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:

The Custom actions entry in the navigation menu opens the custom actions overview. The custom actions are grouped by type: custom conversation actions, custom person actions, and custom message actions.

In the overview, each custom action has a delete button . Clicking the button deletes the custom action immediately. The toast that appears at the top of the interface lets you undo the action.

Custom actions that trigger a webhook have a kebab menu to the right of the delete button. Clicking it opens a context menu which provides direct access to the webhook’s Delivery log tab and allows you to Send a ping event.

Clicking a custom action’s name displays the action’s details. You can edit the custom action’s details. To save your changes, click Save.

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.

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.

In the overview, each dialog bot has a delete button . Clicking the button deletes the bot immediately. The toast that appears at the top of the interface lets you undo the action.

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

Message interceptors prevent users from leaking sensitive data. They let you block messages in live chats and secure text messaging conversations.

The Message interceptors menu item lets you create, manage, and delete message interceptors. It opens the message interceptor overview. Internal and external message interceptors are listed separately:

Entries for both internal and external message interceptors have a delete button Clicking the button deletes the interceptor immediately, without displaying a modal dialog. Click Undo in the confirmation toast to undo the action:

Entries for external message interceptors also have a kebab menu . This opens a context menu where you can open the delivery log tab directly, or send a ping event to test the bot.

Clicking the entry of an internal message interceptor opens a fly-in page that displays the interceptor’s details.

Clicking the entry of an external message interceptor displays the interceptor’s details in the main area of the window. It also gives access to the Delivery log tab for the interceptor.

The External messengers menu item gives access to the configuration options for external messengers such as WhatsApp. It opens the external messengers 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 and a kebab menu .

The delete button opens a modal dialog:

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

The kebab menu 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 menu where you can choose the type of external messenger you want to integrate. Choose between SMS, Unblu’s Twilio integration for sending text messages, and Custom for all other external messengers. Clicking either option opens a fly-in page with the same configuration options as an existing external messenger’s General tab of the same type.

Suggestion sources are used to provide agents with possible responses to text messages in chats with visitors or other agents.

The Suggestions sources navigation menu item opens the suggestion source overview.

You can see the name, desecription, endpoint, timeout, and status of each suggestion configured for the account. Each entry in the overview sports a delete button and a kebab menu .

Clicking the delete button deletes the custom action immediately. The toast that appears at the top of the interface lets you undo the action.

The kebab menu opens a context menu where you can open the suggestion source’s delivery log tab or send it a ping event.

The New suggestion source button opens a fly-in page with the same configuration options as an existing suggestion source’s General tab, described below.