Integration

The Heedify Agent Console can display contextual information from an external service while you handle a call.

When an integration is configured for a queue, its content opens in the workspace when a call from that queue arrives. The content can include a CRM record or a related web page.

Heedify Agent Console showing an active call with a related maintenance-request page in the workspace and call history beside it.

Where the page opens

Your administrator chooses, for each queue, how the page opens when a call arrives:

Option	What the agent sees
In agent console	The page opens in a tab of the Agent Console workspace, next to the call.
Open new browser tab	The page opens in a new tab of your web browser. Useful when the CRM needs its own sign-in or authentication, or does not allow being displayed inside another application.

With Open new browser tab, allow pop-ups for the Agent Console in your browser, otherwise the browser can block the new tab. The setting is made in the queue’s Service integration tab.

Works with: Microsoft Teams, CRM systems, external web pages.