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Documentation

Unblu 7 (latest)

The resource history is the filter-related functionality which ensures that everything seen in the visitor browser can be seen in the agent browser. It is a temporary cache of all the resources (CSS, images, etc) accessed during embedded co-browsing with an in-context session.

One of the main purposes of the SecureFlow Manager (SFM) is to capture the traffic coming from the organization’s backend. The SecureFlow Manager captures resources such as Cascading Style Sheets (CSS), images, and PDFs, and transfers them to the Unblu Collaboration Server and then to the Agent Desk. (The Document Object Model (DOM), on the other hand, is captured by the JavaScript in the visitor’s browser and is not transferred to the resource history.)

When a co-browsing session is started and the visitor’s browser requests images from your organization’s backend, the SecureFlow Manager is triggered as soon as the response arrives at the proxy. So, while the backend is supplying images to the visitor, the SecureFlow Manager is duplicating that same content and uploading it to the Collaboration Server.

The default behavior is that the DOM and image data is stored in temporary memory for the duration of a session. It is not stored permanently.

You can change this behavior with the configuration property com.unblu.server.storage.blob.nodeStoreType.

Without the presence of the SecureFlow Manager within the filter chain, it is impossible for agents to view session-specific data. The absence of the SecureFlow Manager will not break the session but any image content generated specifically for that session will simply not be visible to the agent. Resources that are only accessible with a valid authentication would also not be displayed to agents.

The SecureFlow Manager may also be required if the agent’s browser cannot access images or stylesheets from their network location.

For further information on resource histories, please read the article Resource histories technical detail.