Original Message:
Sent: 08-06-2025 14:15
From: Cameron Tomlin
Subject: Embeddable Framework Back Navigation
Hello Andrew,
Hmm its seems like the pop-up auth is partially solving the problem.
Based on what you said here I would consider 3 different things.
- Implementing a custom history management solution in your custom application
- You might want to consider using the browsers history API to manage navigation especially when the embedded application loads post-auth.
- Implement a state management system that remembers the user's intended destination before auth and ensures proper navigation after the auth flow completes.
These are just some ideas but, again, opening a ticket with customer care can provide a more in-depth look at the behavior. You might also want to reach out to your Customer Success Manager/ Technical Account Manager to get in touch with our Professional Services team. This is because you are using a custom application to interact with Genesys Cloud and it might be helpful to get them involved as well.
Cheers,
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Cameron
Online Community Manager/Moderator
Original Message:
Sent: 08-06-2025 11:21
From: Andrew Dong
Subject: Embeddable Framework Back Navigation
Just following up.
It seems like the suggestion for the "Use pop-out authentication for embedded iframes" is for IFrames embedded into Genesys Cloud.
My navigation issue that I'm trying to resolve is with Genesys Cloud's iframe embedding into my application.
There is an query param that can be added to the private deployment url that opens the auth in a pop-up similar to what you suggested.
This fixes the issue in some scenarios but not all.
Here's the list of cases I have:
Auth In Embedded IFrame
Cases:
1. User is not logged in (refresh page) -> back navigation gets overwritten as the iframe navigates to the auth page
2. User is the process of logging in -> back navigation gets overwritten as it navigates from the auth page to the embedded application
3. User is already logged in (refresh page) -> back navigation does not get overwritten as it does not navigate between the auth page and the embedded application
Auth in Pop-up
Cases:
1. User is not logged in (refresh page) -> back navigation does not overwritten as the auth login is open in a new pop-up
2. User is the process of logging in -> back navigation gets overwritten as it navigates to the specific embedded framework
3. User is already logged in (refresh page) -> back navigation does not get overwritten as it does not navigate between the auth page and the embedded application
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Andrew Dong
Original Message:
Sent: 08-06-2025 10:45
From: Andrew Dong
Subject: Embeddable Framework Back Navigation
Hi Cameron,
Thanks for your input!
I really appreciate your help.
I'll try opening a ticket with customer care and the suggestion with the pop-out authentication then.
Best,
Andrew Dong
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Andrew Dong
Original Message:
Sent: 08-06-2025 10:37
From: Cameron Tomlin
Subject: Embeddable Framework Back Navigation
Hello Andrew,
Sorry for the late response! Firstly, I recommend opening a ticket with customer care. They can review logging and and dig into your problem more so than we can here in a public forum and escalate through the proper channels if necessary.
There is something that we can explore while you create this technical ticket. The option uses pop-out authentication, this is a configuration option that might help mitigate the issue. You can enable "Pop-out Authentication for embedded iframes" in your org settings.
- Navigate to Admin -> Account Settings -> Org Settings -> Authentication Tab
- Look for "Use pop-out authentication for embedded iframes" toggle
- Just as a note users will need to allow pop-ups in their browser settings
But I would highly recommend the ticket with customer care as they will help you get to the core of the issue. Give that this is affecting user flows and this persists even with sandbox attempts.
Cheers,
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Cameron
Online Community Manager/Moderator
Original Message:
Sent: 07-31-2025 10:24
From: Andrew Dong
Subject: Embeddable Framework Back Navigation
Hello!
I'm having some issues with navigation in my application when using the embeddable framework for Genesys Cloud.
It seems that when the iframe goes through it's authentication flows, it does some redirections internally which causes the browser history to grow.
Since back navigation looks at the joint history, we're having some issues with a few our of buttons that navigate our users back to where they were previously. Our buttons instead refresh the iframe which breaks some of our user flows.
I found an old post from 2023 https://community.genesys.com/discussion/genesys-embeddable-framework-navegation-error
But the answer wasn't particularly helpful - contrary to the answer, I could not find any helpful stackoverflow posts that could resolve this issue.
To my knowledge, since we are embedding a third party iframe, there is nothing we can do to prevent the history from being modified. Sandboxing doesn't seem to fix this issue without stopping the Genesys app from working.
Is it possible for the Genesys team to take a look at this?
Thanks!
#EmbeddableFramework
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Andrew Dong
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