Embed a Webapp in Agent Desk
Enables agents to switch to third-party applications by simply switching tabs in the Conversation View
Depending upon the scripting, the EFCX Controller may also suggest multiple applications that can be opened within the conversation view. See the details to embed a Web Application
While in the conversation view, you can view the following options, as per the illustration above.
1️⃣ Embedded browser tab (an iFrame)
2️⃣ Conversation Panel
3️⃣ Button to hide/show the Conversation Panel
4️⃣ Button to hide/show the Third-party Panel
Agents may choose to maximize the Conversation Panel (activities timeline), maximize the Third-party Application Panel by hiding the Conversation Panel or show all panels to be viewed side-by-side as illustrated in the screenshot above.
When a conversation lands, the agent will by default, see the Third-party Application panel in a maximized view, with the Conversation Panel hidden. However, it can be shown alongside the third-party panel by clicking on the Conversation Panel button.
Limitations
As these external apps are embedded in the Conversation View, in case of having multiple conversations on the Agent Desk, every conversation may have various app openings suggested by the controller. Therefore, the external applications will follow the life cycle of the conversation view; i.e. if the user switches from one view to another or jumps to another conversation, the 3rd-party application will be reloaded.
Any saved data or changes made to the external application will also be lost.
CORS support must be enabled by the third-party applications for them to be opened within the Agent Desk.
For now, only an application can be opened, side-by-side with the conversation. No communication layer is established back and forth for data exchange between the Agent Desk and the third-party application.