Set Screen Pop action

AI-generated summary

Genesys Cloud's Set Screen Pop action enables users to select published scripts and configure input variables within task sequences to control database information gathering, participant input collection, and agent actions when interactions reach queues. The action supports runtime variable configuration through a customizable name field, script selection menu, and expandable input variable settings with type descriptions. Key technical capabilities include interaction data visibility through participant data and analytics API exports, allowing administrators to view configured values on interaction details. Important limitations restrict functionality to published scripts only, ACD transfers exclusively, and GDPR compliance considerations—the system does not delete or update values passed to script variables through GDPR APIs, making these variables unsuitable for personally identifiable information (PII) storage. The action is accessible within the Flow category of the task editor's Toolbox and requires script designers to publish scripts in Genesys Cloud scripting before availability for selection.

Within a task sequence, use the Set Screen Pop action to select a predefined script and, if required, configure the input variables that store the selection made by the user at runtime. The options in this action determine what database information Architect should gather, what you want the participant to enter, or actions you want an agent to take when an interaction reaches his or her queue.

Notes:

Only published scripts are available from the Set Screen Pop action. For more information, see Publish a script.
Pop up scripts only work when you transfer to ACD.
Any values passed to script variables that use this action are visible as participant data on the interaction. You can view the data on the interaction details and you can export it using analytics APIs. Best practice recommends that you do not use these variables for PII because the values are not deleted or updated by the GDPR APIs and may mean that GDPR rules are broken.

This action is available in the Flow category of the task editor’s Toolbox.

Name	Description and use
Name field	Type a distinctive name for the set screen pop action. The label you enter here becomes the action’s name displayed in the task sequence.
Screen Pop Script	Select the appropriate script from this list. The script designer created and published these scripts in Genesys Cloud scripting.
Inputs	Depending on the selected script, define the variables the screen pop displays or executes at runtime. If the script does not require defined variables, Architect displays a message indicating that the selected screen pop script has no inputs. Note: Click the arrow next to Inputs to expand or collapse the list of variables.
hide or show descriptions	Click this link to remove or display the descriptions for each variable type specified for each input.

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Name

Description and use

Name field

Type a distinctive name for the set screen pop action. The label you enter here becomes the action’s name displayed in the task sequence.

Screen Pop Script

Select the appropriate script from this list. The script designer created and published these scripts in Genesys Cloud scripting.

Inputs

Depending on the selected script, define the variables the screen pop displays or executes at runtime. If the script does not require defined variables, Architect displays a message indicating that the selected screen pop script has no inputs.

Note: Click the arrow next to Inputs to expand or collapse the list of variables.

hide or show descriptions

Click this link to remove or display the descriptions for each variable type specified for each input.

Set Screen Pop action

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Set Screen Pop action

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