--- sourceDocument: Zurich Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/customer-service-management Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # OpenFrame overview # OpenFrame overview {#ariaid-title1} Release version: Zurich Updated July 31, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of OpenFrame overview OpenFrame is a communication interface designed for customer service agents to place and receive calls within the ServiceNow AI Platform®. It integrates telephony systems into the platform, enhancing agent productivity by embedding phone interactions directly into their workflow. Show full answer Show less OpenFrame includes two primary components: TopFrame (a ServiceNow application) and the OpenFrame API, which facilitates communication and controls visual features between the ServiceNow AI Platform and telephony partner applications. ## OpenFrame User Access and Roles The OpenFrame window is accessible to agents who are part of specific user groups configured in OpenFrame and hold one of the following roles: **snopenframeuser** , **sncustomerserviceagent** , **sncustomerservice.consumeragent** , or **admin**. Admins have additional configuration capabilities. ## Key Features * **Context Identification:** Incoming calls trigger the OpenFrame window to display caller details, such as account, contact or consumer name, and phone number, enabling agents to respond quickly and with context. * **Links to Forms:** Using the OpenFrame API (openServiceNowForm), agents can open related records directly (accounts, contacts, cases) from the OpenFrame window. Records open as tabs or subtabs depending on the interface. * **Select-to-Call Capability:** Agents can click phone number fields or phone icons in Agent Workspace or the platform interface to place calls. If multiple numbers exist, a selection dialog appears. * **OpenFrame Window Controls:** Agents can open, hide, expand/collapse, or move the OpenFrame window. Collapsed view still allows call control actions. * **CRM Workspace Integration:** OpenFrame integrates with the Interaction Management System (IMS) and interaction records to facilitate phone interaction lifecycle management. It supports native voice control through the Interaction Controls Component (ICC) plugin. ## Configuration and Security Administrators can create or modify OpenFrame configurations to customize window dimensions, header icons, titles, subtitles, and user/group access. For telephony integration, third-party telephony service URLs must be added to a system property whitelist to enable cross-origin iframe communication securely. For API integration, use the minified OpenFrame API script hosted on the ServiceNow instance. This ensures you use the current and supported version of the library. ## Practical Benefits for ServiceNow Customers * Streamlines customer service calls by embedding telephony directly within the ServiceNow platform. * Provides agents with immediate context on incoming calls, improving response efficiency and customer experience. * Enables seamless navigation between phone interactions and related customer records, facilitating faster resolution. * Supports secure and flexible telephony integration, adaptable to your organization's specific telephony providers and security policies. * Enhances interaction management capabilities within CRM Workspace, including voice channel control. OpenFrame provides a communication frame that customer service agents use to place and receive customer calls. ## OpenFrame user roles {#c_OpenFrameOverview__section_ypz_lyf_khb} The OpenFrame window is available to agents who belong to one of the user groups specified in the OpenFrame configuration, and with any of the following roles: * sn_openframe_user * sn_customerservice_agent * sn_customerservice.consumer_agent * admin {#c_OpenFrameOverview__ul_c1l_g4h_htb} ## About OpenFrame {#c_OpenFrameOverview__section_czq_nhy_jhb1} Use OpenFrame to integrate telephony systems into the ServiceNow AI Platform®. Use the OpenFrame API to communicate between the ServiceNow AI Platform and the domain opened in the OpenFrame window. OpenFrame includes these components: * TopFrame, a ServiceNow application. * OpenFrame API, which gets sourced from the partner application. This API communicates with TopFrame and controls the OpenFrame visual features. The location of the API is https://\[servicenow instance\]/scripts/openframe/1.0.5/openFrameAPI.min.js. This minified version includes other needed libraries and should be used for integration. For API reference, you can use the unminified version: https://\[servicenow instance\]/scripts/openframe/1.0.5/openFrameAPI.js. This version can't be used directly for integration purposes. {#c_OpenFrameOverview__ul_gtk_w5n_ht} Note: * To stay current with reference to the OpenFrame library, use the following resource URI: https://\[servicenow instance\]/scripts/openframe/latest/openFrameAPI.min.js. * To integrate softphone into the ServiceNow AI Platform using OpenFrame, add the third-party URLs of telephony services in the following property: glide.ui.concourse.onmessage_enforce_same_origin_whitelist. For more information see, [Available system properties](https://www.servicenow.com/docs/access?context=r_AvailableSystemProperties&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US), and [Enable URL allow list for cross-origin iframe communication](https://www.servicenow.com/docs/access?context=sc-enable-url-allowlist-for-cross-origin-iframe-communication&version=zurich&pubname=zurich-platform-security&ft:locale=en-US) in Instance Security Hardening Settings. {#c_OpenFrameOverview__ul_ud4_k3t_nkb} ## Using the OpenFrame window {#c_OpenFrameOverview__section_czq_nhy_jhb} OpenFrame provides support for embedded and contextual phone conversations, including: * Context identification: Incoming calls maximize the OpenFrame window and display details about the caller, including the account, contact or consumer name, and phone number. * Links to forms: Use the openFrameAPI (openServiceNowForm) to create links to forms. When an incoming call is received, an agent can select the account, contact, consumer, or case number in the OpenFrame window to open the corresponding record. * In Agent Workspace, records open in either a primary tab or a subtab depending on the tab configuration. * In the platform interface, records open in TopFrame (that is, the current page). {#c_OpenFrameOverview__ul_vfg_5fc_lhb} * Select-to-call capability: Click phone number fields to make a call. * In Agent Workspace, agents can select phone number fields on forms and in the Customer 360 ribbon component to make a call. * In the platform interface, agents can select the phone icon next to the Contact or Consumer fields. * If a contact or consumer has one phone number, the call is placed to that number. * If a contact or consumer has more than one phone number, a dialog box displays the available numbers. Select a number to place the call. {#c_OpenFrameOverview__ul_ksj_5hc_lhb} {#c_OpenFrameOverview__ul_z2j_rhc_lhb} * OpenFrame window actions: {#c_OpenFrameOverview__table_vmn_cvx_jhb__entry__2} | User action | Description | |-|-| | Open the window | In Agent Workspace, select the phone icon: * In the navigation bar. * Next to the Contact or Consumer fields on the Case form. {#c_OpenFrameOverview__ul_uyz_ndc_lhb} In the platform interface, select the phone icon: * In the banner frame. * Next to the Contact or Consumer fields on the Case form. {#c_OpenFrameOverview__ul_h5k_tdc_lhb} With the admin role, you can configure the phone icon. For more information, see [CTI integration with the Case form](https://www.servicenow.com/docs/~kX01jy5QDWGYxNZzMXS1g#c_CTIIntegrationWithTheCaseForm "Activating the CTI Softphone plugin enables call-related features on the Case form."). | | Hide the window | Select the X in the OpenFrame window header. Note: The OpenFrame window remains on top of other forms or pages until hidden. | | Expand or collapse the window | Select the + / -- buttons in the OpenFrame window header (if Enable collapsed view is set to True in the OpenFrame configuration). Note: When collapsed, agents can still access call control actions. | | Move the window | Select and drag the OpenFrame window header. | [Table 1. OpenFrame window actions] {#c_OpenFrameOverview__table_vmn_cvx_jhb} {#c_OpenFrameOverview__ul_qjp_2fc_lhb} ## Using OpenFrame in CRM Workspace {#c_OpenFrameOverview__section_wmt_hvy_jhb} In the CRM Workspace, you can: * Integrate OpenFrame with the Interaction Management System (IMS) and interaction records. This enables agents to manage the phone interaction life cycle. * Use the native voice control capability from the Interaction Controls Component (ICC) plugin to integrate to the contact center voice channel. You would need to be enable this in the CRM Workspace to manage the voice channel. For more information, see [Interaction Controls Component](https://www.servicenow.com/docs/unvoaIC3ZuyERrcTdLbJDQ "Interaction Controls Component (ICC) is a component that allows for a native call controls interface embedded in Agent Workspace.") and [Interaction Controls Component (ICC) call features](https://www.servicenow.com/docs/EuwjaysjTbOP_a4ZUIfV8w "Streamline call handling and enhance the agent experience in the Agent Workspace. Integrate voice call capabilities and the core contact center features with Interaction Controls Component (ICC)."). {#c_OpenFrameOverview__ul_fm5_52s_hfc} ## Creating an OpenFrame configuration {#c_OpenFrameOverview__section_uym_ywx_jhb} With the admin role, you can create or modify an OpenFrame configuration. This configuration stores information about the OpenFrame window settings, including: * The window height and width. * The icon, title, and subtitle displayed in the window header. * Users and groups that have access to the window. {#c_OpenFrameOverview__ul_um4_yff_khb} **Related topics** * [openFrameAPI - Client](https://www.servicenow.com/docs/access?context=c_openFrameAPI&version=zurich&pubname=zurich-api-reference&ft:locale=en-US)