Embedded interaction window failed to load

Note: This article applies to PureCloud for Salesforce.

Your integration is configured to embed scripts, chats, emails, and SMS messages in embedded interaction windows. After an interaction connects, you click the script, chat, email, or SMS icon on the interaction, but the embedded interaction window that includes the script, chat, email, or SMS does not open. 

You receive the following message:

Error message indicating that Interaction Utility component is not loaded

Agents: Your administrator configured the embedded interaction window not to load before the app starts. To open the script, chat, email, or SMS window initially, click the embedded interaction window. The icons turn orange, indicating that a script, chat, email, or SMS message is open or accessible. You can then click the icons on the interaction to open the embedded interaction window.

Administrators: To ensure that the script, chat, email, or SMS window opens when agents first click the icons on the interaction, configure your Lightning app. In the embedded interaction window settings, select Start automatically. For more information, see Add an embedded interaction window

Note: This pre-loading behavior is only available in embedded interaction windows for Lightning Experience. You cannot configure embedded interaction windows in Classic Salesforce to pre-load with data.

For more information about the integration, see About PureCloud for Salesforce.