Add an embedded interaction window


Note: This article applies to PureCloud for Salesforce.

By default, scripts, chats, emails, and messages open in a separate window in Salesforce. However, you can configure Salesforce to show scripts, chats, emails, and messages in an embedded interaction window. This configuration is available in both Classic (Service Cloud) and Lightning Experience. This embedded interaction window appears in the bottom toolbar along with the client and other embedded interaction windows (such as Omni-Channel in Service Cloud).

Classic (Service Cloud)

  1. Select Embed Interaction Window in the Settings. See Configure call center settings.
  2. Add an embedded interaction window in Salesforce.
    1. Go to Setup and search for Apps.
    2. Under Apps, find the ServiceCloudConsole app.

      The name of this app can be unique for your Salesforce organization. In the example, the app is called Sample Console. app list with ServiceCloudConsole

    3. Click Edit.

      The Custom App Edit page for the ServiceCloudConsole appears.

    4. Under Choose Console Components, move PureCloudScript from Available Items to Selected Items. choose console component for scripts
    5. 保存をクリックします。

The embedded interaction window (PureCloud Script) now appears on the lower-left or lower-right corner of certain Service Cloud pages.

Console components in Salesforce Classic

Lightning Experience

必要条件 
  • My Domain enabled in Salesforce

    For more information, see My Domain in the Salesforce documentation.

  1. Select Embed Interaction Window in the Settings. See Configure call center settings.
  2. Add an embedded interaction window in Salesforce.
    1. In Salesforce Lightning Experience, click the gear icon in the top toolbar and Setup.
    2. In the Quick Find box, search for and then click App Manager.
    3. Edit an existing Lightning app by clicking the downward arrow and Edit.
    4. Under App Settings, click Utility Bar.
    5. [追加] をクリックします。

      For more information, see Add a Utility Bar to Lightning Apps in the Salesforce documentation.

    6. Select PureCloudInteractionUtility.
    7. Leave the default settings.
    8. Select Load in background when app opens.
    9. [保存] をクリックします。 

The embedded interaction window (PureCloudInteractionUtility) now appears on the lower-left or lower-right corner of certain Lightning Experience pages.Console components in Salesforce Lightning Experience

For more information, see Configure call center settings.

For more information about the integration, see About PureCloud for Salesforce.