Introduction

The “Open Browser” component allows a URL to be opened in the agent's browser when activated. This is useful when you want the agent to have immediate access to an external application — for example, a CRM, a web database, an administrative form, or any relevant web interface — at the exact moment the customer service starts. By using “Open Browser” from a Voice or Chat flow (or within Agent Scripting), you can ensure that the URL is available before the agent connects, facilitating more efficient and organized service.

Furthermore, this component becomes especially valuable when your operation integrates an external tool (CRM, management system, web portal) with the service flow, so that with a single click, the page with the customer's information or the corresponding file is displayed.

Configuration

Follow these steps to correctly incorporate the Open Browser component into your flow:

1. Within the “Basics” group, select the browser/globe icon corresponding to “Open Browser.”
2. With the component selected, in the configuration panel (right side), you will see a “URL web site” field.
   • Enter the full address of the site you want to open. It can be a static URL — such as a CRM, a customer portal, a wiki, a form — or it can include dynamic variables, depending on the data collected in the flow (for example: customer ID, ID number, phone, ticket, etc.).
   • Example: https://my-crm.com/search?customer_id=$client_id — where $client_id is a variable previously defined in the flow.
   • It is recommended to place the “Open Browser” component before a component that transfers the service to an agent (for example, “Transfer to skill”). This way, the URL will open before the agent receives the session and has the page ready to work. If you place it after the transfer step, the URL will not open.
   • Once the URL is entered, click “Save” for the configuration to be applied.