System Overview
The diagram below illustrates how the Agent Assist iframe integrates with the host application, browser storage, the CA Auth service, and the SignalR backend.
General Requirements
The integrated Agent Assist application is designed to run inside an iframe environment. The hosting application must support iframe-based rendering and interaction standards.
The application reads from and writes to browser storage scoped to the iframe's own origin (not the parent page):
- LocalStorage
- Cookies
These browser storage mechanisms are mandatory for the proper operation of the application. If access to these resources is restricted, blocked, or unavailable, the application may experience functional issues or unstable behavior.
Usage Scenarios
1. With conversationId — Conversation-Focused Mode
In this scenario, the integrated iframe URL is generated by appending a conversationId parameter.
Example:
https://ca.useast.knovvu.com/copilot?conversationId={conversationId}
This mode allows the page to:
- Focus only on the related conversation
- Monitor and manage the active conversation
- Provide an agent-level conversation tracking experience
2. Without conversationId — Multi-Conversation Mode
In this scenario, the iframe URL is opened without a conversationId parameter.
Example:
https://ca.useast.knovvu.com/copilot/
This mode allows users to:
- View all conversations
- Manage multiple conversations simultaneously
- Operate in a full dashboard mode
Session Continuity
The following rules apply to both usage scenarios.
During an active conversation or when an incoming conversation event occurs:
- The iframe page must never be refreshed
- Automatic reload mechanisms must be disabled
- Route reload / re-render operations should be avoided
Refreshing the page during an active session may cause:
- SignalR reconnection issues
- Event synchronization problems
- Conversation / session state loss
Real-Time Communication Infrastructure
Both integration scenarios use a SignalR WebSocket connection for all real-time event communication.
The following event flows are managed over SignalR:
- Conversation events
- Conversation updates
- Agent status changes
- Live notifications
- Real-time synchronization events
A stable and uninterrupted WebSocket connection is required for proper functionality.
Responsive Design
All RTG pages are responsive and optimized for:
- Desktop environments
- Different screen resolutions
- Embedded iframe layouts
Minimum supported width: 500px. Layout and usability below this threshold are not guaranteed.
Security & Configuration Requirements
CORS Configuration
The domain hosting the iframe integration must be added to the CA Auth service CORS allow list.
Required configuration includes:
- Allowed Origins
- Credential sharing support
- Secure cookie policies
Two-Factor Authentication (2FA)
For embedded iframe usage, Two-Factor Authentication (2FA) must be disabled at the tenant level. This is a mandatory requirement — without it, authentication and embedded session management will not function correctly inside the iframe environment.