Hello,
I have developed a custom web app that I am embedding as a Widget in Genesys Cloud using Client Apps. In some use cases, agents need to open an interaction in the interactions section without opening it in a new tab in Chrome.
To achieve this, I am using the showInteractionDetails method in my code: myClientApp.conversations.showInteractionDetails('interaction-id-here').
(following the documentation: https://developer.genesys.cloud/platform/integrations/client-apps/sdk/clientapp)
However, when the interaction is opened, it displays an outdated view of the interaction, which is no longer visible. I have attached a screenshot for reference, which displays the legacy view where the transcript is shown in the recording section, but now it is under the transcript tab.
I would like to know if there is a way to accomplish the same task but using the new interactions view instead of the old view (including Transcript tab where agents can review the transcripts).
Furthermore, I would like to inquire if it is possible to show the interactions section where agents can start a new interaction on behalf of a queue using the Client App SDK. I have not been able to find any method that would allow me to do this, and I was hoping you might have some information or an API that could be used.
Thank you in advance for you help,
Charaf
