Widget FAQ
Which Widgets Are Available for CRM Integration?
Two widget types are available for integration in your CRM instance: Universal Repeater and Communicator Widget. Each widget type allows agents to access a limited subset of Agent Desktop features directly from the sidebar of your CRM instance.
Universal Repeater
The Universal Repeater offers basic call and chat options. It uses native CRM functionality to automatically add activity records to your CRM.
The Universal Repeater widget is integrated using the Agent Desktop 1.0 SDK. It can be accessed either by embedding the Agent Desktop 1.0 SDK in a custom webpage or configuring a CRM integration. Universal Repeater is compatible with Salesforce, Zendesk, Microsoft Dynamics, and ServiceNow integrations.
Communicator Widget
The Communicator Widget is a more flexible alternative to the Universal Repeater. In addition to presenting call and chat options to agents, it enables custom workflows to process the activity data stored in CRM variables: for instance, $(associatedRecords), which stores an array of CRM records associated with an interaction by an agent, can be used to Associate Calls with Relevant Records in your CRM.
Please note that data for interactions handled through the Communicator Widget is not automatically stored in your CRM by default; if you wish to automate activity record creation, you must first set up workflows to process and save this data to your CRM.
The Communicator Widget is integrated using the Communicator Widget SDK. It can be accessed either by embedding the SDK in a custom webpage or by configuring a CRM integration. At this time, the Communicator Widget is compatible with Microsoft Dynamics, ServiceNow, and Salesforce Lightning integrations.
Two versions of this widget are available: Communicator Widget 1.0 and Communicator Widget 2.0. For more information, including version 2.0 features, see Widget Versions.
Key Differences
| Universal Repeater | Comm Widget 1.0 | Comm Widget 2.0 | |
|---|---|---|---|
| Agent Desktop 2.0 | Not compatible | Not compatible | Compatible and interoperable |
| Legacy Agent Desktop | Compatible and interoperable | Compatible | Not compatible |
| CRM integrations |
|
|
|
| URL format | <contact center>.com/agentdesktop/ , e.g. https://example.brightpattern.com/agentdesktop/ |
<contact center>.com/agent/communicator, e.g. https://example.brightpattern.com/agent/communicator/ |
<contact center>.com/agent/crmembedded, e.g. https://example.brightpattern.com/agent/crmembedded/ |
| Live example | See Agent Desktop 1.0 SDK Spec | CRM Client Example
Note: Select 1.0 from the Widget version drop-down |
CRM Client Example
Note: Select 2.0 from the Widget version drop-down |
| Sample code | See Agent Desktop 1.0 SDK Spec | https://github.com/ServicePattern/crm-client-api-example | |
- ↑ The required CTI Softphone plugin is no longer supported for new deployments. Existing setups are not affected. Dependency on this plugin will be removed in a future release.