Genesys Cloud - Developer Community!

 View Only

Sign Up

  • 1.  Embedded Client App (Interaction Widget) – Programmatically Select an Interaction in the Agent UI

    Posted 9 days ago
    Edited by Rahul Thangaraj 9 days ago

    Hi, 
    I'm developing an Embedded Client App (Interaction Widget) and would like to know if there is a supported way to programmatically select an interaction in the Agent UI/workspace.

    The Client App SDK method:  ClientApp.conversations.showInteractionDetails(conversationId); 

    opens the interaction details in the analytics workspace, but it does not make the interaction active in the agent workspace.

    While investigating, I traced the internal Agent UI flow and found that interaction selection is handled by the interaction.setSelectedInteraction() service. Calling this from the browser console in the top-level Genesys Cloud page works as expected. However, my embedded application runs in a cross-origin iframe, so due to the browser's Same-Origin Policy, it cannot access the parent application's internal object or services.

    Is there a supported Client App SDK or Platform API that provides the equivalent functionality, or another recommended approach for an Embedded Client App to select an interaction in the Agent UI?

    image


    #EmbeddableFramework
    #PlatformSDK

    ------------------------------
    Rahul
    ------------------------------



  • 2.  RE: Embedded Client App (Interaction Widget) – Programmatically Select an Interaction in the Agent UI

    Posted 9 days ago

    Hi,
    I'm not sure if I've understood the scenario correctly, but perhaps the method you need is the embeddable framework documented at the following link:

    https://developer.genesys.cloud/platform/embeddable-framework/actions/Interaction/Interaction.updateState

    By using the "pickup" action, you should be able to select the interaction by its interaction ID.

    I hope this helps,
    Best regards



    ------------------------------
    Marco Brunetti
    unknown
    ------------------------------



  • 3.  RE: Embedded Client App (Interaction Widget) – Programmatically Select an Interaction in the Agent UI

    Posted 8 days ago

    Hi Rahul,

    as far as I know there is no possibility to refresh or maniupulate the UI of Genesys from an Interaction Widget. For email I found a workaround by disconnecting the interaction and reconnecting it immeadatly. This resulted in an UI refresh. If there is a smarter way, I would be happy to learn from others. I will follow your post.



    ------------------------------
    Christoph Domaschke
    Produktmanager Kunden-Dialog-Center
    ------------------------------



  • 4.  RE: Embedded Client App (Interaction Widget) – Programmatically Select an Interaction in the Agent UI

    Posted 8 days ago

    Hi Christoph,

    Thanks for sharing your workaround.

    As an experiment I implemented a simple browser extension that runs alongside the Genesys Cloud page. Then from the interaction widget I was able to send a postMessage to the extension and since it runs in the context of the Genesys page, it can invoke the actual service interaction.setSelectedInteraction(). This way i could get the interaction selected in the Agent Workspace without have to reload the page.

    I'm not sure if this approach can be recommended for production as it depends on the organization being comfortable deploying and maintaining the extension. Hope there's a supported Client App SDK or Embeddable Framework API that provides the same capability.



    ------------------------------
    Rahul Thangaraj
    x
    ------------------------------

    Original Message


Related Content