Hello All, 

We recently implemented Textel's text messaging solution and have been having some issues that seem to be baffling the Genesys and Textel support.  The Textel App was installed as a widget which we access from the left navigation bar in Genesys.  When accessing the app, we should get a window that allows us to create an outbound text message.  Randomly, instead of the Textel app opening, we get a Genesys login screen.  Our agent login to Genesys via SSO (Okta) and do not have login credentials to bypass this screen. To get around it they must log out of Genesys and back in and usually the login screen will go away.  Unfortunately, even if it goes away, it is only temporary and the login screen will come back. We will also get the login screen when we try to launch the Textel Chat Popout Panel.  Has anyone else experienced this and if so, what did you do to fix it?

We had this happen with our Pop.io integration.  Make sure your Integration has the following:  allow-scripts,allow-same-origin,allow-forms, allow-modals.  

For our client app, we had to call a web page that then called the Pop.io app, kind of like a splash screen.  Try that have some page that redirects to the actual page and see if that fixes it.

Hello All, 

We recently implemented Textel's text messaging solution and have been having some issues that seem to be baffling the Genesys and Textel support.  The Textel App was installed as a widget which we access from the left navigation bar in Genesys.  When accessing the app, we should get a window that allows us to create an outbound text message.  Randomly, instead of the Textel app opening, we get a Genesys login screen.  Our agent login to Genesys via SSO (Okta) and do not have login credentials to bypass this screen. To get around it they must log out of Genesys and back in and usually the login screen will go away.  Unfortunately, even if it goes away, it is only temporary and the login screen will come back. We will also get the login screen when we try to launch the Textel Chat Popout Panel.  Has anyone else experienced this and if so, what did you do to fix it?

Hello All, 

We recently implemented Textel's text messaging solution and have been having some issues that seem to be baffling the Genesys and Textel support.  The Textel App was installed as a widget which we access from the left navigation bar in Genesys.  When accessing the app, we should get a window that allows us to create an outbound text message.  Randomly, instead of the Textel app opening, we get a Genesys login screen.  Our agent login to Genesys via SSO (Okta) and do not have login credentials to bypass this screen. To get around it they must log out of Genesys and back in and usually the login screen will go away.  Unfortunately, even if it goes away, it is only temporary and the login screen will come back. We will also get the login screen when we try to launch the Textel Chat Popout Panel.  Has anyone else experienced this and if so, what did you do to fix it?

Hi Michael,

The Genesys Cloud UI iframes 3rd party applications, like the Textel sidebar widget.  Those iframed applications have to authenticate to Genesys Cloud using OAuth which provides them with an access token that will expire, at which time they will need to re-authenticate to get a new access token.

What I imagine is happening is that the access token is expiring and so the application is directing to the Genesys login screen for the agent to re-authenticate.  If you are using SSO the agent may have to click on the "More Login Options..." link and enter the org name.  Once they do that they will be taken back to the panel with the username/password prompt, but they should also see an option to login using your SSO provider.  They should be able to click the SSO link and it will probably pick up their SSO login without prompting them for the SSO credentials. 

I hope that helps.

Hello All, 

We recently implemented Textel's text messaging solution and have been having some issues that seem to be baffling the Genesys and Textel support.  The Textel App was installed as a widget which we access from the left navigation bar in Genesys.  When accessing the app, we should get a window that allows us to create an outbound text message.  Randomly, instead of the Textel app opening, we get a Genesys login screen.  Our agent login to Genesys via SSO (Okta) and do not have login credentials to bypass this screen. To get around it they must log out of Genesys and back in and usually the login screen will go away.  Unfortunately, even if it goes away, it is only temporary and the login screen will come back. We will also get the login screen when we try to launch the Textel Chat Popout Panel.  Has anyone else experienced this and if so, what did you do to fix it?