onOpenRecord

Communicator Widget sends this event when it needs to display a certain CRM record. This can happen on multiple occasions:

• When a CRM screen pop block is configured for interaction in scenario.
• User clicks on a CRM record link from Recent items in the widget.
• User clicks on a record from the Quick Record Access popup during interaction.
• User clicks on a record from the Associated Records tab during interaction.

Request

Syntax

on('ON_OPEN_RECORD', handler: OnOpenRecordHandler): void type OnOpenRecordHandler = (record: InteractionAssociatedObjectData, interactionId?: string, options?: OpenRecordOptions) => SyncAsyncResult type InteractionAssociatedObjectData = { id: string type: string displayName: string displayType: string customFields: Record<string, string> } type OpenRecordOptions = { inNewTab: boolean source: "user" | "scenario" }

Parameters

Parameter	Parameter Values	Data Type	Optional/Required	Description
record		object	Required	Record data which should be opened
	id	string	Required	ID of the record
	type	string	Required	Record type (contact, case, task, etc.)
	displayName	string	Required	Display name of the record
	displayType	string	Required	Display type of the record
	customFields	object	Required	Any additional information about the record you want to preserve
interactionId		string	Optional	ID of the interaction which is associated with the action
options		object	Optional	Action configuration
	inNewTab	boolean	Required	Specifies the intention to open the record in new tab
	source	string	Required	This parameter allows to determine whether the event was produced by direct user action (on click) or automatically (from a scenario)

Example Request

    adApi.on("ON_OPEN_RECORD", function (record, interactionId, options) {

        if (options.inNewTab) {

            openCrmRecordWindow(record.id);

        } else {

            switchScreenToCrmRecord(record.id);

        }

    });

Return Value

The handler may return a value or Promise (SyncAsyncResult). Return value is typically not used.

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