Clinc Knowledge-Base

# Unblu Integration

# Clinc Platform Setup (Creating Unblu Web Integration)

If you don't already have an integration suite, please reference How to create an integration suite.

# Creating Unblu Integration

  1. In the integration suite, select the Unblu card under the Channels section to open the integration sidebar.

image of Unblu sidebar

  1. Configuration

    Field Description Configuration Tab
    Device Select the device for the associated Clinc Personality Set up
    Experience Token Personality selection for supported AI Set up
    Suggestion Transfer Competency Competencies that display a Unblu Suggestion to transfer. List is compiled from currently supported competencies of your AI version. Set up
    Query Search Enabled Toggle for presenting the visitor with the option to auto navigate to a dynamic URL defined in "Query Search Template" along side the OOS response. Advanced
    Query Search Template Template URL that must contain the placeholder where the visitors out of scope query should be placed. i.e. "https://www.example.com/search/". Advanced
    Maximum Idle Time Maximum time in seconds that may pass between two messages of a bot dialog. Should be equal to com.unblu.conversation.bot.botMaxTimeBetweenMessages Advanced
    Unblu Server Your Unblu server host. Default: https://latest.demo.unblu.com Advanced
    Bot-Person Source ID sourceId used while creating bot person via /persons/createOrUpdateBot Advanced
    Bot-Person First Name firstName used while creating bot person via /persons/createOrUpdateBot Advanced
    Bot-Person Last Name lastName used while creating bot person via /persons/createOrUpdateBot Advanced
    Dialog Bot Name name of Dialog Bot used while creating it via /bots/create Advanced
    Language ISO 639-1 Code. Currently only "en-US" is supported. Responses
    Fallback Error Message A fallback message to display to the visitor when an error prevents the AI responses from being presented to the visitor. Responses
    Transfer Prompt Prompt for transfer shown to the visitor for Unblu Suggestion Transfer competencies. The "Transfer Confirmation" button is displayed below. Responses
    Transfer Ongoing Message shown to the visitor when a new transfer request has been initiated but there is already a transfer in-progress. Responses
    Greeting Message Enabled Toggle to enable starting the conversation from bot's side. Responses
    Greeting Prompt Start the conversation from bot's side with this message. Responses

Note: More details on the API endpoints mentioned above can be found at Unblu Web API Documentation (opens new window). Their usage will be discussed in upcoming sections.

  1. At the bottom of the integration sidebar, click Save Settings.

  2. Under the Channels section, click on Unblu to reopen the integration sidebar.

  3. Copy the integration URI at the top of the sidebar (also highlighted in the image above). This will be referenced later as Endpoint URL to be used in later setup and configuration.

# Configuring Unblu

  1. Go to Account Configuration page in your Unblu Account.
  2. Go to Domains Section. Add the domain of website that's going to host the unblu chat window.
  3. Go to API Keys Section. Here, you'll find the Javascript Code Snippet that is to be placed into the section of every page of your website where you need a chat window.

Now, we are going to setup and configure what Unblu describes as a Dialog Bot. Dialog bots are bots that have a one to one dialog with a visitor during the onboarding, reboarding or offboarding phase of that person.

  • Clinc handles the entire conversation with a person during onboarding phase.
  • Clinc does not support reboarding phase.
  • Offboarding happens when
    • A clean_goodbye intent is detected.
    • When the maximum idle-time allowed between two consecutive messages has passed. (See Maximum Idle Time in configuration section)
    • Upon transferring to an Agent.
  • Conversation ends after offboarding. (i.e. reboarding is not supported)

Below is the diagram showing the communication process between Clinc's bot integration and Unblu's Collaboration Server.

image of Unblu Bot Dialog Flow

# Configuring Unblu Part 1: Bot Setup

In order to setup an Unblu Dialog Bot,

  1. Create a person to represent the bot. (and on whose behalf Clinc will make all the unblu API calls): Please note down Bot's name, lastname and source-id while creating the person using createOrUpdateBot (opens new window) API, as you'll have to add those as Bot-Person Source ID, Bot-Person First Name and Bot-Person Last Name values respectively.

  2. Define a Dialog Bot with bot-person created in previous step. Dialog Bot Name is the Clinc Configuration field that points to the Dialog Bot. Clinc will create the Dialog bot with the default settings if it is not found (later, settings can be updated by going into Bots section in Unblu Account Configuration page).

One can also create a Dialog Bot with botsCreate (opens new window) API.

  1. Go to Bots section in Account Configuration page. You should see the new Dialog Bot listed. Click on it. Add the Endpoint URL created in point 5 in Creating Unblu Integration Section above. You will have to pass some query parameters in order to authenticate with clinc, and provide clinc with Unblu authentication details. It should look like:
https://api.clinc.com/apps/unblu/3afba6d5-ad0a-xxxx-xxxx-4c72dd601e1d?app-key=<clinc-app-key>&unblu-username=<your-login-username>&unblu-password=<your-login-password>
  1. Hit Save after making all these changes.

# Configuring Unblu Part 2: Conversation Template Settings

  1. Go to the Conversation Templates Section. It contains the UI configs as well as response templates for variety of scenarios.
  2. Scroll down to Visitor-initiated Section. You can pick any template with Engagement Type = Chat Request.
  3. For your Chat Window to function smoothly with Clinc, make the changes shown shown below.

Unblu's concierge is a simple rule-based chatbot. We don't need it as all aspect of conversation will be handled by Clinc. This is not a strict requirement, you may be able to use it pre-onboarding or post-offboarding (e.g. rating a conversation) depending on your needs but make sure it gels well with the Clinc Experience.

image of Unblu Setting 1

Allow Chat during Onboarding.

image of Unblu Setting 2

Add the created Dialog Bot as Mandatory external bot.

image of Unblu Setting 3

Make engagement UI Configuration (Chat Window).

image of Unblu Setting 4

image of Unblu Setting 5

  1. Hit Save after making all these changes.

  2. You should now be able to query your Finie AI Version residing in your Clinc Institution from the Unblu Chat Window

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