Genesys Cloud - Main

Hi, I have a question regarding Genesys Cloud. When a specific type of callback comes in for an agent, I want to open an additional link in a new tab-alongside the CRM. I've already embedded the CRM link in the script, and it works as expected. I also added the second link to the Screen Pop URL, but the issue is that the page opens before the agent answers the call. What I want is for that page to open in a new tab only after the agent answers. Have you done something similar before, and how did you implement it?

Hi, I have a question regarding Genesys Cloud. When a specific type of callback comes in for an agent, I want to open an additional link in a new tab-alongside the CRM. I've already embedded the CRM link in the script, and it works as expected. I also added the second link to the Screen Pop URL, but the issue is that the page opens before the agent answers the call. What I want is for that page to open in a new tab only after the agent answers. Have you done something similar before, and how did you implement it?

Hi Beka,

There is a built in Scripter variable for the Interaction State, you could use a nested If/Else functions to check if the State is Connected, if it is open the url, if not, delay by x milliseconds, then check the state again, repeat this as many times as you feel needed.

Below is a screenshot of what the If/Else could look like (You may want to check the exact wording of the state as that was off the top of my head)

Assuming its not a second tab of Genesys you want to open the above should work, otherwise as Samuel has said its not wise to open multiple tabs of Genesys. 

Hi, I have a question regarding Genesys Cloud. When a specific type of callback comes in for an agent, I want to open an additional link in a new tab-alongside the CRM. I've already embedded the CRM link in the script, and it works as expected. I also added the second link to the Screen Pop URL, but the issue is that the page opens before the agent answers the call. What I want is for that page to open in a new tab only after the agent answers. Have you done something similar before, and how did you implement it?

Hi, thanks for the responses. I need this for just one specific type of callback. Right now, I've added an openURL button, and when clicked, it opens the page in a new tab - but I want it to open automatically.

Cameron, as you suggested, I built a similar if/else function in the Actions Custom menu and linked it to the Page Load Action, but for some reason it's still not working. Is there somewhere else I need to link this custom action?

------------------------------
Beka

Original Message:
Sent: 11-13-2025 14:27
From: Cameron Stone
Subject: Web-page in new tab

Hi Beka,

There is a built in Scripter variable for the Interaction State, you could use a nested If/Else functions to check if the State is Connected, if it is open the url, if not, delay by x milliseconds, then check the state again, repeat this as many times as you feel needed.

Below is a screenshot of what the If/Else could look like (You may want to check the exact wording of the state as that was off the top of my head)

Assuming its not a second tab of Genesys you want to open the above should work, otherwise as Samuel has said its not wise to open multiple tabs of Genesys. 

------------------------------
Cam Stone

Original Message:
Sent: 11-13-2025 10:00
From: Beka Mumladze
Subject: Web-page in new tab

Hi, I have a question regarding Genesys Cloud. When a specific type of callback comes in for an agent, I want to open an additional link in a new tab-alongside the CRM. I've already embedded the CRM link in the script, and it works as expected. I also added the second link to the Screen Pop URL, but the issue is that the page opens before the agent answers the call. What I want is for that page to open in a new tab only after the agent answers. Have you done something similar before, and how did you implement it?

#Omni-ChannelDesktop/UserInterface
#Unsure/Other

------------------------------
Beka
------------------------------

Hi,
since some months the action Wait Until is available, this makes it easy to implement a page load action for this common use case:

The "Scripter Raw..." variables are not localized, no need to care about the language setting of the browser.

------------------------------
Christian Karpp
Principal PS Consultant

Original Message:
Sent: 11-14-2025 01:56
From: Beka Mumladze
Subject: Web-page in new tab

Hi, thanks for the responses. I need this for just one specific type of callback. Right now, I've added an openURL button, and when clicked, it opens the page in a new tab - but I want it to open automatically.

Cameron, as you suggested, I built a similar if/else function in the Actions Custom menu and linked it to the Page Load Action, but for some reason it's still not working. Is there somewhere else I need to link this custom action?

------------------------------
Beka

Original Message:
Sent: 11-13-2025 14:27
From: Cameron Stone
Subject: Web-page in new tab

Hi Beka,

There is a built in Scripter variable for the Interaction State, you could use a nested If/Else functions to check if the State is Connected, if it is open the url, if not, delay by x milliseconds, then check the state again, repeat this as many times as you feel needed.

Below is a screenshot of what the If/Else could look like (You may want to check the exact wording of the state as that was off the top of my head)

Assuming its not a second tab of Genesys you want to open the above should work, otherwise as Samuel has said its not wise to open multiple tabs of Genesys. 

------------------------------
Cam Stone

Original Message:
Sent: 11-13-2025 10:00
From: Beka Mumladze
Subject: Web-page in new tab

Hi, I have a question regarding Genesys Cloud. When a specific type of callback comes in for an agent, I want to open an additional link in a new tab-alongside the CRM. I've already embedded the CRM link in the script, and it works as expected. I also added the second link to the Screen Pop URL, but the issue is that the page opens before the agent answers the call. What I want is for that page to open in a new tab only after the agent answers. Have you done something similar before, and how did you implement it?

#Omni-ChannelDesktop/UserInterface
#Unsure/Other

------------------------------
Beka
------------------------------

Hi, I have a question regarding Genesys Cloud. When a specific type of callback comes in for an agent, I want to open an additional link in a new tab-alongside the CRM. I've already embedded the CRM link in the script, and it works as expected. I also added the second link to the Screen Pop URL, but the issue is that the page opens before the agent answers the call. What I want is for that page to open in a new tab only after the agent answers. Have you done something similar before, and how did you implement it?