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  • 1.  Can I Launch a Different Script Pop-Up During a Phone Call Interaction?

    Posted 10-12-2025 23:55

    Hi all,

    I'm currently working within the Genesys Agent Interface and have a scenario where, during a phone call interaction and while viewing the current script window, I'd like to launch a different script pop-up. Is it possible to open a new script window (or script-pop) from inside the existing script view without disrupting the main call workflow?

    Any guidance or suggestions from those who've implemented something similar would be appreciated!

    Thanks in advance.


    #Scripts

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    Harisankar Thangavelu
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  • 2.  RE: Can I Launch a Different Script Pop-Up During a Phone Call Interaction?

    Posted 10-13-2025 06:45

    Hi Harisankar, 

    If I understood your requirement correctly, you could try the below steps. 

    1. Use "Page" at top right in Script Editor view to add a new page. You then have a Start Page and a second page which acts as your new script window.
    2. On the Start Page, drag & drop "button" from components.  
    3. Select this button dropped in the left side and from the right tools pane, go down to Action > Scripter > Change Page and select your second page.

    With this, the agent can then click on that button which changes the view from Start Page to the second page. Hope this helps! 



    ------------------------------
    Avinash Basutkar
    Senior Technology Analyst
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    Original Message


  • 3.  RE: Can I Launch a Different Script Pop-Up During a Phone Call Interaction?

    Posted 10-13-2025 09:31

    Thanks for your reply, Avinash! I appreciate the suggestion, but I'm actually looking for something slightly different. Instead of creating a separate page within the same script, I want a way to "jump" from the current script to an entirely new script. The idea is to avoid duplicating logic across multiple scripts-so if agents could click a button and launch a new script (not just navigate to a different page in the same script), it would help keep things modular and reusable. Is there a way to achieve script-to-script transitions like this?



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    Harisankar Thangavelu
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    Original Message


  • 4.  RE: Can I Launch a Different Script Pop-Up During a Phone Call Interaction?

    Posted 10-13-2025 10:56
    Edited by Luiz Rosa 10-13-2025 10:56

    Hi Harisankar,

    Genesys Cloud doesn't support opening a completely new script from within another active script. Changing scripts usually requires a new Screen Pop configured in the flow.
    If the goal is to simplify maintenance or reuse logic, it may be better to organize content through templates or shared components:



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    Luiz Rosa
    Full stack developer
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    Original Message


  • 5.  RE: Can I Launch a Different Script Pop-Up During a Phone Call Interaction?

    Posted 10-13-2025 16:47

    Olá Harisankar! Por aqui, eu também precisei de diferentes scripts na mesma interação. A decisão de exibir o script A ou o script B é tomada logo no início, e não dependia da ação do usuário. Na mesma página, na home, mantive "conteiners" diferentes para a tela da qual eu precisava deixar personalizada. A decisão de exibição dependia da fila a qual a interação era entregue. 

    Desta maneira, foi possível exibir telas personalizados, mas tudo no mesmo script. Acredito que a opção de navegação nas telas, em seu caso, seja o mais adequado. 

     



    ------------------------------
    Fernando Sotto dos Santos
    Consultor
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    Original Message


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