Chat Embeddable iframe for Agent Interaction

Embeddable iframe instructions for agent use in a softphone environment. This setup is crucial for smooth communication between the agent, the end user's chat widget, and the embedded content. 

Note This feature is limited to the V2 Softphone.

Prerequisites

• Ensure the content you wish to display can be embedded in an iframe HTML tag. Many sites disallow this to prevent cross-site scripting attacks. You should only be embedding content that you have control over.

Steps for Setting Up the Iframe

1. Configure the Menu Item Name

• Purpose: The Menu Item Name is displayed to the agent within the softphone interface.
• Default Behavior: If you do not set a custom name, default text (Toggle Iframe) will be displayed.

2. Toggle iframe Display

• Functionality: This menu option allows you to toggle the iframe display for the end user.
• Behavior: Each time the content is displayed, it refreshes automatically.

3. Setting Up Whitelisted Domains

• Requirement: If your iframe content is hosted on a site different from the one hosting the iframe, ensure the domains are whitelisted.
• Purpose: This setup allows proper communication between different browser windows.

4. Customize Success and Error Messages

• Success Message: A message displayed to the agent when the expected behavior occurs in the iframe.
• Error Message: A message displayed to the agent when unexpected or error behavior occurs.

5. Implement JavaScript for iframe Content Communication

Success Message Trigger

• Code Snippet: 

  

• Purpose: This snippet notifies the CTM application that the embedded content behaved as expected.

Error Message Trigger

• Code Snippet: 

• Purpose: This snippet indicates to the agent that an error occurred during the end user's interaction with the embedded content.

 Additional Notes

• Regularly test the iframe to ensure that the Success and Error messages are correctly triggered and displayed.
• Keep your domains updated in the whitelist to avoid communication issues between different site levels.
• This feature is limited to the V2 Softphone, which is the latest version of the CallTrackingMetrics softphone.