Accessing Forms Using the Designer Desktop

Previously, you accessed the Forms feature from Tickets Config, Accounts Config, and Contact Views.  However, you can now access Forms directly from the Designer Desktop, in addition to the other areas. Accessing Forms from the Designer Desktop enables you to create, modify, copy, and publish forms. You can also insert fields to gather data from accounts, contacts, and tickets, which can help support faster issue resolution and enhance the overall customer experience.

Accessing Customer Card

A new component named Customer Card has been added in the Contact section of the Designer Desktop. Contact Card is a pre-defined component that highlights customer-relevant information in a unified interface. 

Contact Card contains the following tabs:

  • Detail: Provides information about customer data from Contact Manager. You can modify the data to include, exclude, or change to read-only based on Contact Groups.
  • Interactions: Provides information about the customer interaction history. You can modify to display specific interaction highlights if interactions have reached an agent or have a specific outcome.
  • Notes: Displays the three most recent interactions related to the customer, enabling you to quickly access relevant context for ongoing support.

Enhancements to the iframe Feature

The iframe feature within Designer has been enhanced and now offers the following:

  • Support to Parameters: You can now configure Path parameters, in addition to the Query parameters, when setting up URL parameters for a website.
  • Expanded Metadata Options: Previously, you had only the Interaction and Login metadata options when configuring the URL parameter setup. With this enhancement, you can access additional metadata options that are similar to the Functional Editor.
  • Enable Refresh: By selecting the Enable Refresh option, agents have a refresh button on the iframe component.
  • Enable Open in Tab: By enabling the Enable Open in Tab option, agents have an Open in a Window button that opens the iframe component in a separate browser window.


  • Push URL Configurations: You can now configure which URLs can be populated within an iframe by creating events using the Director.