IFrame Integration

This guide will demonstrate how to install the Journey Agent Interface into an existing browser application. At the end of this guide, you'll be able to send requests of inbound and outbound callers for authentication and data collection purposes.

The Basics

<iframe src="https://agent.journeyid.com/"></iframe>

Authentication

The iFrame uses Single Sign-On to authenticate the agent. You can visit Account Settings to configure the Identity Provider.

To streamline authentication, you can pass the email parameter to the iFrame. This will automatically initiate the SSO authentication flow.

If you don't know the exact email address of the agent, but you know their organization, you can pass example@[domain.com]. This will automatically initiate their organization's SSO flow as well.

Alternative Authentication

If you want to skip the SSO integration, you can pass the token parameter to authenticate the iFrame. We don't recommend this approach as the agent's actions can't be attributed to a specific user. The token should have the value of the Widget Key found in Developer Settings.

Journey App

By default, the agent will be presented with a dashboard of apps that they can use to interact with the customer. If you want to instead show enable the agent to send a single type of request, pass the following URLs to the iFrame.

https://agent.journeyid.com/passkeys
https://agent.journeyid.com/e-form
https://agent.journeyid.com/one-time-passcode
https://agent.journeyid.com/document-signature
https://agent.journeyid.com/payments

Phone Number

If possible, it streamlines the agent experience to pass the phoneNumber parameter to the iFrame. This will automatically determine what phone number requests are sent to via SMS.

The phoneNumber parameter should be in E.164 format (eg +13035551234). Ensure you include the leading + and country code.

Session Reference

To maintain a single audit trail between the parent application and Journey, a sessionRef parameter can be passed to the iFrame. All log events generated by the agent will have this session reference included, making it easy to correlate events.

Good examples of the session reference include a Call ID, Chat ID, or other engagement identifier.

This session reference is particularly important if you're using the Passkey Authentication app. If a customer authenticates as a result of a request associated with a specific session reference, that customer will be shown to agents as authenticated as long as that same session reference is used. For example, a customer could authenticate in an IVR, and then be transferred to a live agent. If the Call ID was used as the session reference, the agent will see the customer has authenticated already.

Customer Reference

Similar to the session reference, a customerRef parameter can be passed to the iFrame. This will be used to attribute requests to a specific customer record. All logs and enrollments generated by that customer will be associated with that customer reference.

Complete Example

<iframe src="https://agent.journeyid.com/passkeys
  ?email=agent@example.com
  &phoneNumber=+13035551234
  &sessionRef=87df73d7-dcc5-41af-bfea-f739bcae9ece
  &customerRef=3e1b776e-e8ea-4379-bbb8-c476c0094125
"></iframe>