Integration with ACD to open new interaction

Shannon25 — Wed, 12 Mar 2025 18:02:41 GMT

We have an integration with NICE CXOne for phones in ServiceNow. The integration opens a new interaction record when a phone call or chat delivers to an agent. The integration opens a new tab in platform view instead of a chrome tab in Service Operations Workspace. This previously worked in Agent Workspace where the new interaction opened in a chrome tab within the active workspace window. Is there a way to point to the chrome tab in SOW for the new interaction.

Re: Integration with ACD to open new interaction

KKM — Fri, 14 Mar 2025 07:39:46 GMT

Hi Shannon,

To configure your integration with NICE CXOne so that new interaction records open as chrome tabs within Service Operations Workspace (SOW), you'll need to adjust the workspace's chrome tab settings. Here's how you can achieve this:

Access the Service Operations Workspace Configuration:

Navigate to Now Experience Framework > Experiences in your ServiceNow instance.
Locate and open the Service Operations Workspace record.
Modify the Chrome Tab Configuration:

Within the Service Operations Workspace record, scroll to the UX Page Properties section.
Find and select the chrome_tab property.
Add a New Entry for Interactions:

In the chrome_tab configuration, you'll see a JSON structure defining the tabs available in the workspace.

Add a new entry to this JSON to define the behavior for new interaction records.

For example:

{
"label": { "translatable": true, "message": "New Interaction" },
"routeInfo": {
"route": "record",
"fields": { "table": "interaction", "sysId": "-1" },
"multiInstField": "sysId"
},
"condition": {
"tableDescription": { "table": "interaction", "canCreate": true }
}
}
This configuration ensures that when a new interaction is initiated, it opens as a chrome tab within the workspace.

Save and Test:

After updating the JSON configuration, save your changes.
Refresh the Service Operations Workspace to apply the new settings.
Initiate a new interaction via your NICE CXOne integration to verify that it opens in a chrome tab within SOW.
By following these steps, you can customize the behavior of new interaction records in Service Operations Workspace, ensuring they open as chrome tabs within the workspace environment.

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With Regards,
Krishna Kumar M - Talk with AIT3ch
LinkedIn: https://www.linkedin.com/in/mkrishnak4/
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Integration with ACD to open new interaction

Re: Integration with ACD to open new interaction