Documentation

Unblu 6 (latest)

Problem

I would like to enable agents to modify forms, click on a link button, or submit a form within an embedded session.

Solution

By default, the Unblu server is configured to behave in view-and-point mode, which means the agent is not able to make any modification or perform clicks or scroll within an Unblu embedded session. However, depending on your requirement you can enable single-event support (such as clicking, scrolling, editing, etc.).

See Change Click Actions from within the Agent Desk below for the steps required to make these changes.

      # enable or disable scrolling support
      com.unblu.eventsupport.scroll=

      # enable or disable navigation support
      com.unblu.eventsupport.navigateTo=

      # enable or disable move support
      com.unblu.eventsupport.move=

      # enable or disable click support, clicking link, submitting forms
      com.unblu.eventsupport.click=

      # enable or disable forward-button support
      com.unblu.eventsupport.forward=

      # enable or disable browser back-button support
      com.unblu.eventsupport.back=

      # enable or disable filling, co-editing, support
      com.unblu.eventsupport.change=

      # enable or disable selection support
      com.unblu.eventsupport.selection=

For example, if you want the agent to be able to perform click, edit forms and scroll, you need the following set of properties:

There is another important point to be considered. By default, the Unblu marker is enabled. This means that if an agent clicks on an element (such as input/link/image/button) the click event/command is not executed on the visitor side. Instead, a coloured frame is displayed around that element in the visitor’s browser. This frame is called an Unblu marker. Therefore, if you wish to configure the marker:

  • not to be available at all, use:

com.unblu.cobrowsing.markModeEnabled=false

or to have the marker, but by default it should not be active, then use

com.unblu.cobrowsing.markModeEnabled=true
com.unblu.cobrowsing.markModeActivatedByDefault=false

Change Click Actions from within the Agent Desk

  1. From the main menu in the Agent Desk select Account  Settings then select the Advanced button.

  2. Ensure that the Key, Show inherited and Technical labels check boxes are selected.

  3. Enter the search term eventsupport into the Filter field.

    event-support-19022018
    You will only see these values if you have the correct permissions.
  4. Select the actions you want to enable then Save, log out then back in to apply the changes.