Screen pop applications
For screen pop functionality of third-party applications, you can use step-by-step guides or you can use app pinning. For more information, see Access third-party applications in the agent workspace. When the contact comes in, the Guides tab opens as the first one in the agent workspace. You can configure the step-by-step guides using flows.
Note
When you configure a view, ensure that the app name registered in the AWS Console exactly matches the app name that you are providing to the Application and/or App Launch component. If you are getting errors, and you think the names are matching, edit the AWS Console application name and ensure there are no leading or trailing spaces.
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With the Application component, you are embedding the third-party application into Guides. The application displays in the first tab when the contact comes in.
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With the App Launch component, you are configuring the application to open as a tab in the agent workspace. You can turn on auto-open, the Guide will take the focus as the first tab, and the application will open as another tab.
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You can always use the Link component with auto-open to configure any browser link to open in a new browser window.
You have the option to provide a path to give a more specific destination or parameter for the contact. When you provide the path, it will be shortened to the domain. You should provide a forward slash at the end of the app domain.
Example 1 (Recommended):
App Domain registered in AWS console: https://example.com/ Path: cats/siamese Guides will attempt to render: Domain https://example.com/ + Path cats/siamese https://example.com/cats/siamese Success if website exists!
Example 2:
App Domain registered in AWS console: https://example.com/dogs/ Path: cats/siamese Guides will attempt to render: Domain https://example.com/ + Path cats/siamese https://example.com/cats/siamese Fails because only subdomains of https://example.com/dogs/ are allowed
Example 3:
App Domain registered in AWS console: https://example.com/cats Path: cats/siamese Guides will attempt to render: Domain https://example.com/ + Path cats/siamese https://example.com/cats/siamese Success if website exists!
