Opening conversations in the Single Conversation Desk
The Single Conversation Desk is a version of the Agent Desk that displays a single conversation without the sidebar navigation, queue, or inbox. It’s designed for scenarios where agents access Unblu conversations from an external application, such as a call center solution or a customer relationship management (CRM) application.
Opening the Single Conversation Desk
Conversations retrieved through the Unblu web API and the payloads of conversation-related webhook events both include a links array. Each entry has a type and a url. The link type determines which user interface the conversation opens in.
To open a conversation in the Single Conversation Desk, use the link with one of the following types:
-
ACCEPT_IN_AGENT_SINGLE_VIEW: accepts an assignment request and opens the conversation in the Single Conversation Desk directly, with no intermediate confirmation. This link type is generated for a specific assignment request and is intended for one-time use. For additional agents to join the conversation with the link, the assigned agent must first invite them. -
OPEN_IN_AGENT_SINGLE_VIEW: opens the conversation in the Single Conversation Desk. The agent goes through the standard join flow: a confirmation page if they’re joining as the assigned agent, or an admission request if they’re joining as a secondary agent. -
OPEN_AS_GHOST_IN_AGENT_SINGLE_VIEW: opens the conversation in the Single Conversation Desk as a ghost. The agent can observe the conversation without the other participants being aware of their presence.
In the web API response or webhook payload, locate the entry in the links array whose type matches the desired link type and use its url value.
Redirecting the agent after the conversation
After the conversation ends or the agent leaves it, you can redirect the agent to a URL of your choice. This is useful for returning the agent to their call center solution or CRM.
There are two ways to specify the redirect URL:
-
Define a default redirect URL in com.unblu.agent.singleconversation.desk.conversationClosedRedirectUrl.
-
To override the default on a per-link basis, include the redirect URL in the Single Conversation Desk URL with the query parameter
conversationEndedRedirectUrl.
The redirect URL must be allowed by the redirect target validation rules. Add a matching pattern to com.unblu.redirectFilter.white.
See also
-
For information on the web API operations and webhook events that return conversation links, refer to the Unblu web API.
-
For the full list of conversation link types, including those that open the conversation in other Unblu user interfaces, refer to the
EConversationLinkTypeenumeration in the Unblu web API reference. -
For information on the full Agent Desk, refer to the Agent Desk guide.