Contact usRequest a demo

Bots can often deal with simple user inquiries without having to involve an agent in the conversation. This lets your agents focus on more complex issues.

Sometimes, obtaining the answer requires the bot to make a request to another system on behalf of the person asking the question:

  • A bot can tell a visitor their account balance, provided they can show to your core banking system that the person making the request may access that information. If the visitor is already authenticated by your system, that information can be made available to the bot through Unblu.

  • While onboarding an agent to a conversation, a bot may ask whether it should open your customer relationship management (CRM) system to display the client’s information. Again, the agent’s authentication information can be made available to the bot through Unblu.

This article describes how to perform requests on behalf of users that where authenticated using ID propagation.

Propagating authentication information

When you use ID propagation to authenticate Unblu users, you must specify which values should be propagated. Which propagated information should be used for authentication is specified in the following configuration properties:

Retrieving authentication information

The values propagated during authentication, including the person’s authentication information, are stored in the user’s person presence. A bot must therefore know which person presence of the conversation contains the relevant authentication information, and be able to access the detail of that person presence.

When a webhook event related to a message is triggered, for example conversation.new_message, the message data in the payload includes the field senderPersonPresenceId. The field contains the person presence ID of the person who sent the message that triggered the webhook event.

Once you have the user’s person presence ID, you can call the web API endpoint /personpresences/read. The return value of the API endpoint includes fields for each of the propagated values. With this information, a bot can call a third-party system on the user’s behalf and retrieve the information required to answer the user’s question.

See also