POPURL

This help page is for Studio. This information is also available for Desktop Studio.

Opens a webpage URL. You can configure the location and styling of the panel that pops the webpage, similar to the Runapp action.

This action isn't supported for Salesforce Agent. Instead, you can use the RunApp action with the OpenURL Action Type.

Supported Script Types


Generic	Email	Chat	Phone	Work Item	SMS	Digital

For Digital scripts, this action is only supported if your agents use Agent Workspace (Agent).

Comparison of Similar Actions

The following actions have similar functions, but with some key differences:

Runapp: Initiates custom functionality from the script, specifically launching a form, webpage, or application.
PopURL: Opens webpage URLs and provides options for the location and styling of the panel that pops the webpage.
Indicate: Extends the agent interface with custom functionality, specifically an icon that the agent clicks to initiate the custom function. This is similar to Runapp, except that with Indicate, the Action Type is initiated by the script rather than the agent.

Runapp with ActionType set to OpenURL is the equivalent to PopURL with PopDestination set to Default. The other functions of PopURL could be re-created with Runapp by changing the panel settings for MAX, however, that would not allow you to have different settings for different skills and agents.

Input Properties

These properties define data that the action uses when executing.

Property	Description
Add Caption	Enter a short phrase that uniquely identifies this action in the script. The caption appears on the script canvas under the action icon.
Agent ID	The agent receiving the URL pop.
URL	The URL of the page being called. Any page targeted to the contact panel must be configured to allow being displayed in an iframe.
Tab Title	Tab title of the new window.
Pop Destination	The location in the UI that the new window will pop. Select from a drop-down: Default: Pops the page to the location specified by each agent's Panel Open in Browser: General Agent Workspace (Agent) setting. When the agent has Panel Open in Browser: General enabled, screen pops display outside of Agent Workspace (Agent) in a browser tab. When the agent has Panel Open in Browser: General disabled, screen pops appear inside Agent Workspace (Agent). To have the page open in Agent Workspace (Agent), the page must be in iframe format. ContactPanel: Pops the page within the contact panel in MAX. This option overrides the agent's Panels setting in MAX. Agent Workspace (Agent) displays the screen pop within the App Space. Agents have the option to re-order the items in the App Space. They can pop the screen pop to a new tab from the App Space. Popout: Pops the page to an external window. If the page is configured for iframe formatting, it opens in the agent application, overriding the Popout MAX setting and the Panel Open in Browser: General Agent Workspace (Agent) setting. POSTonly: The URL is sent to the agent application, but the agent application takes no action with it. A POST subscriber would see the pop event and take action as desired.
Popout Window Height	Pixel height of the popout window.
Popout Window Width	Pixel width of the popout window.
Close Popout Upon Termination	On or Off. Determines if the popped window will close when the contact ends. Note: Sometimes, a popped window cannot be closed automatically. This is due to a security setting in the webpage that is popped that prevents it from being accessed by other scripts or systems.
CachePopURL	On or Off. When set to On, the script caches the URL is cached so it's available when the call is transferred to a different agent.

Result Branch Conditions

Result branch conditions allow you to create branches in your script to handle different outcomes when an action executes.

Condition	Description
Default	Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the action's other branches are not defined.
Error	Path taken when the action fails to execute properly. For example, when there is an unexpected problem such as poor connectivity, syntax errors, and so on. The _ERR variable, with a single underscore character, should be populated with a condensed explanation of the problem.