Note: This article applies to PureCloud Embeddable Framework, PureCloud for Chrome, PureCloud for Firefox, PureCloud for Salesforce, and PureCloud for Zendesk.

The client can display scripts in a separate window for inbound call, callback, outbound dialing, and ACD voicemail interactions. In PureCloud for Salesforce, the client can also display scripts in an embedded interaction window in Classic Service Cloud or Lightning Experience. Scripts can standardize and guide agent communications with customers. 

Note to PureCloud for Salesforce users: If your administrator has configured Salesforce to use an embedded interaction window, when the interaction alerts in Classic, a script only automatically loads for outbound dialing interactions. When the interaction alerts in Lightning Experience, a script automatically loads for all interaction types.

For interactions that have scripts, a Script icon appears on the interaction.

Note: If you do not have access to call logs, Interaction Log does not appear on interactions.

Outbound dialing interaction alerting

Open the script by clicking Script on the interaction or clicking the embedded interaction window. You can view the script at any time until you complete wrap-up work.

The Script icon on the interaction changes from black to orange, indicating that a script is open or accessible. Click Script to bring the open script window to the front of other browser windows.

The script or embedded interaction window does not close between each interaction. 

For more information, see About scripting.

For more information about the integrations, see About the PureCloud browser extensionsAbout PureCloud Embeddable Framework, About PureCloud for Salesforce, and About PureCloud for Zendesk.