Use screen pop functionality of third-party applications in the Amazon Connect agent workspace
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:
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Ensure that the app name registered in the AWS Management Console exactly matches the app name that you are providing to the Application
and/or App Launch component. -
If you get errors, and you think the names are matching, edit the AWS Management Console application name. 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. -
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. Provide a forward slash at the end of the app domain.
Example 1 (Recommended):
App Domain registered in AWS Management 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 Management 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 Management 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!
The following image shows an App Launch component that's been dropped onto the canvas. The Customize panel shows an example of specifying the app name and app path.
The following image shows an example Flow block in Amazon Connect: Set event flow block that's added to the flow, and configured to the DefaultAgentUI event hook.
