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When using genesys CRM iframe, the default script does not automatically load in the UI.

  • 1.  When using genesys CRM iframe, the default script does not automatically load in the UI.

    Posted 03-05-2026 16:39

    Hello,

    We are currently integrating Genesys Cloud using the Embeddable Framework inside CRM.

    We have assigned a default Script panel for email. The script is correctly configured and works as expected on main UI but not in embedded interaction windows.

    image

    Agents must manually click the "Script" button for each interaction.

    Expected behavior

    We would like the assigned script to automatically open when the interaction is selected/opened by the agent (similar to the behavior in the native Genesys Cloud UI).

    Questions

    1. Is there any supported way (API, configuration, event listener, or SDK method) in the Embeddable Framework to programmatically trigger the opening of the Script panel? as we are calling directly https://apps.mypurecloud.de/crm/interaction.html

    2. Is this a known limitation by design in the Embeddable Framework as we can read here: Scripts - Genesys Cloud Resource Center

    If anyone already apply some workaround, any guidance would be appreciated.

    Thank you.


    #EmbeddableFramework

    ------------------------------
    Alexis Von Der Marck
    Integrateur
    ------------------------------


  • 2.  RE: When using genesys CRM iframe, the default script does not automatically load in the UI.

    Posted 03-05-2026 18:54
    Edited by Phaneendra Avatapalli 03-05-2026 18:54

    Hi Alexis,

    I came across a similar discussion regarding the Embeddable Framework where it was mentioned that panels such as Copilot do not automatically open in the embedded interaction window. Instead, the agent needs to click the Script button or open the interaction window manually.

    Based on that discussion, this behavior appears to be by design in the Embeddable Framework rather than a configuration issue.

    Reference:
    https://community.genesys.com/discussion/embeddable-framework

    This thread also referenced two related ideas around the Composable Desktop SDK, which aims to provide more control and eventing capabilities for embedded experiences:

    https://genesyscloud.ideas.aha.io/ideas/EPTPD-I-93
    https://genesyscloud.ideas.aha.io/ideas/EPTPD-I-78

    Both ideas are currently in development, so this may improve in the future.

    If anyone has implemented a workaround in the meantime, it would be great to hear from the community.



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    Monash University
    Australia
    ------------------------------



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