Could someone clarify why the Agent Scripting module is failing to trigger during active conversations in our EU-West BYOC environment?
We have configured a standard Architect flow to enforce a mandatory script before allowing the agent to proceed with the interaction. The script is hosted within the platform and linked correctly to the queue configuration. However, agents report that the script interface does not appear on their screen when they enter the ‘Talking’ state.
The flow logic is straightforward: incoming call → routing → agent wrap-up → script enforcement. The script node is placed immediately after the initial greeting block. We have verified that the script is published and active. The issue persists across multiple agents and workstations, suggesting a systemic configuration error rather than a client-side anomaly.
Environment details:
- Region: EU-West
- Architect Version: Latest stable release
- Script Format: HTML5 with embedded JavaScript
- Queue: High-priority support queue
Relevant flow configuration snippet:
flow_id: f8a9b2c1-3d4e-5f6a-7b8c-9d0e1f2a3b4c
nodes:
- id: start
type: start
next: greeting
- id: greeting
type: play
media: welcome_message.wav
next: script_node
- id: script_node
type: agent_script
script_id: s1a2b3c4-5d6e-7f8a-9b0c-1d2e3f4a5b6c
mandatory: true
next: transfer
- id: transfer
type: transfer
queue_id: q1a2b3c4-5d6e-7f8a-9b0c-1d2e3f4a5b6c
No error messages are logged in the system. The flow analytics show that calls are reaching the script node, but the script does not render. We suspect a misconfiguration in the script permissions or a compatibility issue with the current Architect version.
Has anyone encountered similar behavior with mandatory scripts in BYOC environments? What diagnostic steps should we take to verify the script’s execution path?