When our agents are in a voice interaction and attempt to send a text message to the person they are on the phone our iframe within our screenpop refreshes, deleting the progress the agent had made in the proprietary CMS (we don't use Genesys forms due to corp policy). Is anyone aware of a way to prevent the iFrame from refreshing while sending SMS to the customer? Or is the screenpop refreshing and perhaps there is a way to prevent that from occurring? 

#iframe#SMSMessage #Interaction #Calls #ScreenPop #VoiceInteraction #ActivitySummary

#DigitalChannels
#Connect with a Customer (NEW)

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Charlie Scheel, LCSW
The Legal Aid Society
New York, NY
Director - Helplines
www.legalaidnyc.org
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Hello Charlie,

Is this an integration that you or someone else has created? Are you able to check the console logs to see if something is calling the screen to be refreshed after a specific action?

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Jason Kleitz
Genesys - Employees
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Original Message:
Sent: 07-16-2024 13:19
From: Charlie Scheel
Subject: iFrame refreshing when attempting to send SMS during interaction

When our agents are in a voice interaction and attempt to send a text message to the person they are on the phone our iframe within our screenpop refreshes, deleting the progress the agent had made in the proprietary CMS (we don't use Genesys forms due to corp policy). Is anyone aware of a way to prevent the iFrame from refreshing while sending SMS to the customer? Or is the screenpop refreshing and perhaps there is a way to prevent that from occurring? 

#iframe#SMSMessage #Interaction #Calls #ScreenPop #VoiceInteraction #ActivitySummary

#DigitalChannels
#Connect with a Customer (NEW)

------------------------------
Charlie Scheel, LCSW
The Legal Aid Society
New York, NY
Director - Helplines
www.legalaidnyc.org
------------------------------