Configure UI Plugins for WebAgent

Iframe plugin

Use the iframe plugin to embed any website as a panel within WebAgent—for example, your company’s Twitter feed or an internal support chat room.

Prerequisites

• The target URL must permit embedding in an iframe.

• The target URL must render correctly at a width of approximately 250 px.

Add conversation variables to the URL

When a conversation is active, WebAgent can append conversation metadata to your configured URL. This allows the embedded page to prefill fields or load customer‑specific information.

Available variables:

• conversationId — The session identifier for the agent’s current WebAgent session. Each hunt or transfer creates a new conversationId.

  Note

  From DC2025.02a, <conversationId> uses the platform dialogue or call ID instead of the previous hunting conversation ID. Before updating to DC2025.02a or higher, change iframe plugin configurations that use <conversationId> as a lookup key to use <correlationId> instead. The <correlationId> placeholder is available from DC2025.01.

• correlationId — The internal conversation correlation value. Use <correlationId> as the lookup key when your iframe plugin must keep using the previous internal conversation identifier.

  Introduced in DC2025.01

• agent — The signed‑in agent’s UPN In Windows Active Directory, a User Principal Name (UPN) is the name of a system user in an email address 'like' format. A UPN (for example: john.doe@domain.com) consists of the user name (logon name), separator (the @ symbol), and domain name (UPN suffix)..

  Note

  The sip: prefix is removed.

• customer — The customer’s URI (phone number or email address) of the active dialogue.

  Note

  The sip: or tel: prefix is removed.

• skills — The names of all skills the agent belongs to.

  Introduced in DC2025.01

• currentUCC — The UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. ID of the active dialogue.

  Introduced in DC2025.01

• uccIds — The IDs of all UCCs the agent belongs to.

  Introduced in DC2025.01

Build the URL with variable values

Insert variables using angle brackets, for example:

https://golive.anywhere.now?correlationId=<correlationId>&agentUri=<agent>&customerUri=<customer>

At runtime this might resolve to:

https://golive.anywhere.now?correlationId=3f38d814-77d8-472a-9591-e23f539edf68&agentUri=adelev@contoso.com&customerUri=customer@anywhere.now

How to activate

UI plugins can only be activated by AnywhereNow. Share the URL you want to enable with your AnywhereNow representative.

Teams meeting plugin

The Teams meeting plugin lets agents escalate a AnywhereNow WebChat session to a Microsoft Teams meeting. During the meeting, the conversation supports web audio, web video, and screen sharing.

Notes

• The Teams meeting is not logged in Power BI reporting or any other AnywhereNow data source.
• Audio from the Teams meeting is not recorded by the AnywhereNow recording feature.
• During the Teams meeting, the customer can see the other participant, i.e., the agent’s Teams identity.

How to activate

UI plugins can only be activated by AnywhereNow. Contact your AnywhereNow representative to enable this plugin.