Embedding Procedureflow

This function can be performed by Org Admins or Entry Point Admins only.

Embedding Procedureflow lets users access Procedureflow content and processes directly within the applications where they already work, without having to open Procedureflow separately.

There are two (2) ways to embed Procedureflow:

• Entry Point: Embed a Procedureflow Entry Point so users can access and navigate content through the Procedureflow canvas. This preserves the visual, structured process experience.

  • 

• AI Chat: Embed the AI Chat so users can access Procedureflow content through a conversational interface, asking questions and receiving answers based on the content available to them.

Note: AI Chat are currently in Beta. Features and behavior may change as the Beta evolves.

Both options allow you to bring Procedureflow into third-party applications that support embedded web content. The difference is how users interact with the content.

An Entry Point embed continues to surface the Procedureflow experience and its current content rather than copying the content into the host application. This approach has also been used when discussing embedding Procedureflow within other agent workspaces.

Before you begin

Before embedding Procedureflow, make sure:

1. Make sure the application where you want to use Procedureflow supports embedded web content.
2. Decide which Procedureflow experience you want to embed:
   • Entry Point for users to access and navigate content through the Procedureflow canvas.
   • Procedureflow Chat for users to access content through a conversational interface.
3. Determine whether the application requires a URL or an embed snippet:
   • Use Copy URL when the application requires a web address or URL to display the embedded content.
   • Use Copy Snippet when the application requires HTML embed code or an iframe snippet.

   • If you are unsure whether the application requires a URL or snippet, refer to the documentation for the application where you are embedding Procedureflow.

4. Get the embed link for the experience you want to use. You’ll need this link when configuring Procedureflow in the third-party application. Refer to:
   1. Create an embed for an Entry Point
   2. Create an embed for AI Chat
5. Make sure users have the appropriate access to the Procedureflow content they need.

Embed an Entry Point

This function can be performed by Org Admins or Entry Point Admins only.

Embed an Entry Point when you want users to access and navigate Procedureflow content through the canvas within another application.

For example, a contact center team could embed an Entry Point in an agent desktop so agents can view workflows and guidance alongside customer interactions without switching between applications.

Create an Entry Point embed.

1. Sign in to Procedureflow.
2. Click Administration, then select Entry Points.
3. Select the Entry Point you want to embed.
4. Click Embeds, then select New Embed.

   • 

5. Enter a name for the embed, then click Create Embed.
6. Choose the format required by the application where you want to embed Procedureflow:
   • Click Copy URL if the application requires a URL.
   • Click Copy Snippet if the application requires embed code or an iframe snippet.

   • 

Entry Point embed limitations

The following features are not available when viewing an entry point through an embedded experience:

• Starred flows
• Search across entry points
• Jump to flow search
• List of all entry points a user is a member of
• Personal settings, including:
  • Changing password
  • Changing email address
  • Theme appearance
  • Profile settings
• Live/Draft contributor view
• Administration view
• Approvals view
• Reporting view

Embed AI Chat

Embed Procedureflow Chat when you want users to access Procedureflow content through a conversational interface within another application.

Instead of navigating content through the canvas, users can interact with Procedureflow Chat and ask questions to find the guidance they need.

Create an AI Chat embed.

1. Sign in to Procedureflow.
2. Click Administration, then select Chat.
3. Click Embeds, then select New Embed

   • 

4. Enter a name for the embed, then click Create Embed.
5. Choose the format required by the application where you want to embed Procedureflow:
   • Click Copy URL if the application requires a URL.
   • Click Copy Snippet if the application requires embed code or an iframe snippet.

Test the embedded experience.

Before making an embed broadly available, test it using a standard user account.

Verify that:

• Procedureflow loads correctly within the application.
• Users can authenticate successfully.
• Users can access the expected content.
• The embedded experience displays and functions correctly within the application.
• For an Entry Point, users can navigate the expected content through the canvas.
• For Chat, users can access the expected content through the conversational interface.

The application where Procedureflow is embedded may have its own requirements or restrictions. Refer to that application's documentation for platform-specific configuration.

Platform-specific instructions

Once you have created your Procedureflow embed URL or snippet, follow the appropriate platform-specific instructions for configuring it.

For example:

• Embed Procedureflow in Genesys Cloud using IVR
• Embed Procedureflow in Genesys Cloud without IVR