Adding URL Parameters to an Embedded Link Field in a Guided Interaction

The content in this article is appropriate for: Administrators and Supervisors

This article expands on the Embedded Link field settings.

It is assumed that a Guided Interaction has already been created and user is logged in to SC WorkFlow.

• How Does it Work?
• How Do I Set it Up?
• Mirroring Call Data to the Field

Previously, the iframe content shown during a call was from a hardcoded link in the field configuration process and could not be modified by the agent. Now, when configured, this field can be personalized by agents during a call with URL parameters that are mirrored to the Embedded Link in order to dynamically generate custom content on the fly.  

How Does it Work?

• The field uses mirrored logic (information mirrored into the Embedded Link from another field in the script) to create a URL Query String.
  • For example: 
    • The URL for Google Maps is https://google.maps.com
    • If a user goes to that site and types "19154" as the area they want to search, the page will reload using the following URL Query String:
      https://www.google.com/maps/place/Philadelphia,+PA+19154
    • The parameters "Philadelphia" "PA" and "19154" have been added to the query string.
    • The map is then narrowed down to the location specified.

🛑 Before you utilize this feature, please verify that the server hosting the iframe is set up to allow embedding. If not, the content will not display inside your script.

How Do I Set it Up?

The following is an example of an Embedded Link field with additional information, creating a custom URL query string using parameters.
*This sample uses the SingleComm testing website for documentation purposes and highlights only one possible use case.

1. Click to add the Embedded Link field to your slide
   
   
   
2. On the Field Settings pane:
   
   • Assign the field's Label and add Prompt text
     
   • Highlight and delete the default URL portion of the web address after the https:// in this case it is qawesome.singlecomm.com/tas/contact.sc
   • Click +Add a param
     
     
     • Name: display
     • Default Value: content
   • Click the + to repeat the above steps to add 2 more parameters:
     
     • Name: contactId / Default Value:10
     • Name: oncall / Default Value: #oncall_
       ⚠️ These fields are case sensitive, and all letters MUST be typed in lower case.
       The text here is also being appended to a URL so it MUST NOT contain spaces or special characters that are not supported.*
       BOTH fields (Name and Default Value) must be filled out. Leaving one blank could result in a 400 Bad Request error.
       
       *Supported characters include: alphanumeric, plus $ - _ . + ! * ' ( ) ,
       
       
3. As you input information into the above fields, the URL Preview will update to show the URL with the added parameters:
   
   
   • If you are utilizing a website that does not require user login, the preview pane on the right will also update as you add parameters.
     
   • You can also Copy to Clipboard and paste the new URL into a browser.

💡 Save time by copying the URL from your browser into the Guided Interaction.
Let SC WorkFlow break down the URL for you. Simply browse to the webpage you would like to use as the default, copy the entire URL, then paste into the URL text box. 
*Remember to REMOVE the "https://" from the address since it is hard-coded.
SC WorkFlow will automatically parse the URL and create the parameters for you.

Mirroring Call Data to the Field [optional]

In most cases, the URL parameters will not be static or use the default value.
By mirroring data from another Guided Interaction field into the Embedded Link, the query string can be dynamically generated based on information gathered from the customer.

For example: If you are using a zipcode lookup embed, the caller's ZIP could be entered into an address or a text field on one slide, and then mirrored into the embed.

From the settings of the Embedded Link field:

1. Click on Mirroring
2. Select the Mirror From field in the dropdown
3. Local value will auto-populate since there is only one parameter set
   
4. Click Update to save and close the pop-up
   *You can also Mirror To the Embedded Link from a valid field.

To test the feature:

1. Add the Guided Interaction to a WorkFlow
2. Run the Guided Interaction in a browser
3. The [value] typed into the text field will automatically update the URL and be shown in the iframe.