You can configure a Contact Center CRM Agent Desktop to enable your agents to call functions or APIs manually through a single button (function button). This configuration allows real-time integration with other applications to enable agents to perform actions on the Home Bar, Account List, Contact List, or Ticket List components. For example, you can create, update, or delete a record in an external application such as Jira or Salesforce, or generate data from an external application and display it in a field within Contact Center CRM. 

The function button is available for the following elements:

  • Accounts
  • Contacts

  • Ticketing

  • Agents
  • Analytics
  • Script
  • KB
  • Other

To configure a function button:

  1. Go to Desktops > Design, and select the header of one of the following sections on the canvas page: 
    • Accounts List
    • Contacts List

    • Ticketing

    • Agents
    • Analytics
    • Script
    • KB

    • Other

      When the header of a section is selected, the section is highlighted with a red dotted line.

  2. Go to Properties > Buttons, then click Configure.

    For the Ticketing element, in the Buttons section, the button is named Custom Buttons.


    The Home Bar Buttons Setup window for the selected section appears.

  3. Click New.
    A row appears.

  4. Specify values in the following columns.

    ColumnDescription
    Component

    Element for which you want to configure the button.

    If you are configuring the button for the Ticketing element, select one of the following options:

    • Accounts List
    • Contacts List

    • Tickets List


    Label

    Name for the button (for example, Create Jira Ticket).

    Icon

    		Image to represent the button.

    Action Type

    Types of action that you want to associate with the button.

    This column contains the following options:

    • API: Calls an API (for example, Insert Jira).
    • PAGE: Displays a page within the Agent Desktop.
    • POP URL: Displays an external webpage on a new browser tab.
      Pop URL Example


    Target Page

    Designer page that you want to be displayed when an agent clicks the button (that is, page transition). 

    • This column is required if you selected PAGE in the Action Type column.
    • When an agent clicksnext page icon on the Home Bar of the current page, the target page appears.
    API

    API that you want to be used when an agent clicks the button. 

    • This column is required if you selected API in the Action Type column.
    • The options in this column refer to the APIs from the Functions Library tab.
    Method

    API method that you want to be used when an agent clicks the button.

    The options in this column refer to the API methods from the Functions Library tab.

    ConfirmIndicates if a confirmation message appears when an agent clicks the button.

    You can enable multiple functions for each component. 

  5. Click SAVE.
    The function button is configured, and a message stating that the event is saved appears.

Deleting an Action

To delete an action:

  1. On the Properties subtab, on the canvas, select the header of the section (element) for which you configured the function button.
  2. In the Buttons or Shortcuts section, click Configure.
    The Buttons Setup window appears.
  3. In the row displaying the action that you want to delete, clickbin icon, and then click SAVE.
    The action is deleted.