This component allows you to open a URL in the agent’s browser. It is mainly used to open a web integration, such as displaying information in a CRM, showing a guide on a public URL, among others.
It is located within the component group called “Basics” and is available in the following routing types: Voice and Chat. It is also available in Agent Scripting.
In the “URL” field, you enter the URL that you want to open for the agent. This component should be used before using a component that transfers to an agent or skill.
In the field, you can enter the URL of the CRM or customer management application, and also include the variable that contains the previously collected customer data to search for information in that CRM or application, such as the identification number, phone number, or name.
To use this example, you could first include a “Get Data” component that prompts for the identification number, and save the value entered by the customer in a variable. Then, use the “Open Browser” component and in the URL field, enter the URL of the CRM, and append the variable where the customer’s identification number was saved. Finally, proceed to an agent or skill with a component that performs the desired function.