How applications are loaded in the agent workspace
The agent workspace allows users to handle multiple contacts concurrently. They will have only one contact selected at a time though, and the workspace will update the experience based on the channel (call, chat, or task) of the contact and the applications opened for that contact. When a user switches to another contact, the set of application tabs are updated to what the user was doing last when they were on the previous contact.
An application can be opened by the user selecting the app launcher icon in the top right hand corner of the main workspace and select an application from the list. This will load your app in a new application tab for the contact the user has active at that time, or the idle state if the user doesn’t have any active contacts. There will be new iframe created for each contact an application is opened with. That iframe will exist until the application tab is closed, for example, a user clicking on the x on the tab or the contact closing. At which point, the app will go through the destroy lifecycle process which gives apps a chance to clean up any resources before the iframe is unmounted from the DOM. The iframe will be hidden when a user selects another tab on the same contact or switches to another contact. This means that at any one time there can be multiple instances, for example, iframes, of the same application running for different contacts.
The agent workspace has a Content Security Policy (CSP) that only allows specific
domains to be framed by setting frame-src
Events and data shared with an instance of an application will be for the contact the application is opened under and the other applications opened on the same contact. Events or data will not be shared between apps on different contacts.
