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Hello team,

We are working on integrating Genesys Cloud Agent Copilot and Scripts within our custom client-side application (HTML & JavaScript), and have explored two different methods. We'd appreciate your insights and recommendations.

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Method 1: Copilot and Script IFRAME Integration

Our application embeds both:

• The Agent Copilot in one <iframe>

• The Genesys Cloud Script in another <iframe>

When a call is received, we dynamically construct the Copilot URL using the conversation ID.

The Copilot UI loads successfully within the iframe, but the knowledge articles do not populate - the section remains empty. However, these same articles appear correctly in the Genesys Cloud Embedded Framework interaction window.

Iframe Example:

<iframe 
  class="rightSide_iframe"
  src="https://apps.usw2.pure.cloud/smart-advisor-ui/#/co-pilot?host=cx&appsE2=true&iid=1ef379e7-cbfb-48d3-a27b-fea8cdab989b&interactionType=call&locale=en-us"
  allow="camera *; microphone *; autoplay *; hid *"
  sandbox="allow-same-origin allow-scripts allow-modals allow-popups allow-forms allow-downloads allow-presentation">
</iframe>

Issue:
The Copilot iframe loads the UI but fails to render the Knowledge Articles, even though they appear correctly in the Embedded Framework window.

Can anyone confirm if there are domain restrictions, context token limitations, or authorization dependencies preventing Copilot from rendering content in an iframe outside the Genesys Cloud UI context?

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Method 2: Copilot Custom Implementation Using Genesys Cloud API

In our custom implementation, we are retrieving knowledge articles directly through the Genesys Cloud APIs.
However, the article content is returned in a structured JSON format that doesn't render cleanly as HTML.

We're looking for guidance on:

• The recommended approach to transform this article content into readable HTML for the UI.

• Whether any open-source libraries or utilities exist to perform this conversion efficiently.

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Request:

• Can Genesys confirm if embedding Copilot and Scripts in external iframes is supported?

• Are there recommended APIs or SDKs for rendering Copilot/Knowledge content in custom applications in HTML format?

Looking forward to your confirmation and suggestions.

--Thanks,
Rajkumar.B

#Integrations
#PlatformAPI
#PlatformSDK
#Scripts

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Rajkumar B
Associate Technical Lead
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Olá Rajkumar, tudo bem?

Quando o Copilot é carregado fora da interface principal do Genesys Cloud (por exemplo, em um iFrame hospedado por uma aplicação própria), algumas áreas que dependem do contexto seguro da sessão, como Knowledge Articles, podem não ser exibidas. No Genesys Cloud Embedded Framework, esse contexto já é fornecido automaticamente (autenticação, origem confiável e permissões), por isso os artigos aparecem normalmente. Em um iFrame externo, o Copilot não recebe esse mesmo contexto, o que leva ao comportamento que você descreveu.

A abordagem de buscar os artigos diretamente pelas APIs do Genesys Cloud está alinhada com as práticas recomendadas. As APIs retornam o conteúdo em estrutura JSON, para que cada aplicação tenha flexibilidade para aplicar sua própria apresentação visual.

Nesse modelo, a recuperação do conteúdo via API é suportada e a responsabilidade pela renderização (por exemplo, converter JSON em HTML e aplicar estilos) fica na camada da sua aplicação. Não há, no momento, uma biblioteca oficial para converter automaticamente o artigo em HTML, justamente para permitir que o conteúdo seja adaptado ao padrão visual de cada solução.

Alguns links interessantes para leitura:

Documenta como integrar a UI e componentes oficiais do Genesys Cloud em aplicativos externos, sem usar <iframe> direto.

https://developer.genesys.cloud/agent-embedded-framework/integration/

Copilot precisa de contexto de conversação + UI do Genesys Cloud para renderizar elementos dinâmicos (incluindo Knowledge).

https://help.mypurecloud.com/articles/genesys-agent-copilot-overview/

Reforça que artigos são renderizados via componentes internos do UI Framework.

https://help.mypurecloud.com/articles/about-knowledge-workbench/

Hello Rajkumar, how are you?

When Copilot is loaded outside the main Genesys Cloud interface (for example, in an iFrame hosted by a custom application), some areas that rely on the secure session context-such as Knowledge Articles-may not be displayed. In the Genesys Cloud Embedded Framework, this context is automatically provided (authentication, trusted origin, and permissions), so the articles appear normally. In an external iFrame, Copilot does not receive the same context, which leads to the behavior you described.

The approach of retrieving articles directly via the Genesys Cloud APIs is aligned with best practices. The APIs return the content in JSON format, allowing each application the flexibility to apply its own visual presentation.

In this model, content retrieval via API is supported, and the responsibility for rendering (e.g., converting JSON to HTML and applying styles) lies within your application layer. Currently, there is no official library to automatically convert the article to HTML, precisely to allow the content to be adapted to the visual standards of each solution.

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Fernando Sotto dos Santos
Consultor Grupo Casas Bahia
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