We have a requirement to integrate a CRM browser to open up our clients records in the agent workspace as well as the external CRM browser. We have an example of that exact thing done in an inbound call flow.
I have referred to a few number of docs from genesys related to the screen pop and script needed for it. So, I have an understanding of how to implement it.
It is already possible to use screen pop with an inbound chat flow.
The article uses an outbound call flow as an example. But it also applies to inbound chat flow (defining a script, using Set Screen Pop action in the inbound chat flow, ...).
It depends where your customer information is stored.
If you are storing your customers as External Contacts in Genesys Cloud, then, if the customer initiates a chat with his email addres or phone number, the lookup will be done automatically and internally by Genesys Cloud.
When the chat is presented to the Call Center Agent, the customer identity (and link to his External Contact) will be displayed in the chat conversation window.
If you are storing your customer information in an external system (3rd party system - external to Genesys Cloud), then you will need to use a Call Data Action block in your flow to perform the query to your external system.
The Call Bridge Action is being decommissioned.
The Data Action integrations replace this former mechanism. There are several types of data actions integration, to use based on your preference and/or what your external system (storing customer information) offers. You can perform requests to a JSON-based Web Service, you can invoke an AWS Lambda function, a Google Cloud function, ....
NOTE: This is if you want to display customer information to the Contact Center Agent [example: via a Script]. You can check this article for more information on leveraging chat participant info