Unable to open Facebook and Twitter links using custom app in Freshchat

Hi team,

I’ve created a custom app in Freshchat to display buttons with configurable links on the conversation_user_info section. The user can add their own names for the buttons and any link of their choice as seen below.

App configuration section:

The app works for all links except Twitter and Facebook links. The following error seems to be displayed. However, I’m able to directly access the same links in the same tab. It simply does not work when I click on the link from the app section. Could you please help?

Hi @Leah_James ,
Good Day!

can you try the below method to open the link in a new window?

window.open(redirectUrl, ‘_blank’);


Hello Santhosh,

I’m also facing this issue in Freshdesk and using the method that you mentioned above.

HTML and script for your reference.


  <div style="min-height: 100vh; display: flex; justify-content: center; align-items: center; flex-direction: column;">
    <div style="margin-top: 1rem;">
      <button onclick="openFacebook()" class="button">
        Open Facebook
    <div style="margin-top: 1rem;">
      <button onclick="openWhatsapp()" class="button">
        Open Whatsapp
    <div style="margin-top: 1rem;">
      <button onclick="openGoogle()" class="button">
        Open Google
<script src="scripts/app.js"></script>


function openFacebook() {
  window.open('https://facebook.com/', '_blank');

function openWhatsapp() {
  window.open('https://wa.me/+919551181xxx/', '_blank');

function openGoogle() {
  window.open('https://google.co.in/', '_blank');

Getting errors for Facebook and Whatsapp links

We are blocking the third-party URLs from our apps,
technically apps are rendered in an Iframe and we added a sandbox attribute to prevent security attacks,

@Raviraj can we check this about the possibilities of leveraging the sandbox attributes?

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Will take time to update the sandbox attributes?

Yes, this needs a clearance from our security team,

@Raviraj can explain you more on the same


Hi @Leah_James and @Siva,

The Freshworks apps are rendered sandboxed. So, those links opened in a new tab will also get the same restrictions. If these applications cannot be loaded with the restriction, the browser or the third-party blocks them.

If you could identify which restriction is particularly blocking these applications, we can consider for removal of the particular restriction if it would be possible and secure to lift them.

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