Screen pop in Genesys Cloud for Salesforce

AI-generated summary

Genesys Cloud provides screen pop functionality for Salesforce that automatically displays relevant customer records to agents across multiple interaction types including inbound calls, callbacks, outbound dialing campaigns, emails, chat, web messaging, social messaging, and ACD voicemails. The system matches interaction data against Salesforce records using phone numbers, email addresses, usernames, or custom search criteria. Two primary configuration methods are available: SF_URLPop directs agents to specific Salesforce pages with pre-populated data, while SF_SearchValue retrieves records based on specified search criteria. These methods cannot be used simultaneously for a single interaction. Configuration varies by interaction type—inbound calls, callbacks, outbound dialing, SMS, ACD voicemail, and WhatsApp automatically search phone number fields by default, social messaging searches user names, and email interactions search email address fields. Chat and web messaging require explicit configuration through custom attributes, while conference calls do not trigger screen pops. For inbound calls, emails, messages, and ACD voicemails, administrators create Architect flows using the Set Participant Data action to assign custom attributes containing SF_URLPop values or SF_SearchValue parameters. Data sources for these attributes include data dips, caller data entry, workgroup information, or static URLs. For outbound dialing campaigns, administrators add SF_URLPop or SF_SearchValue columns to contact lists and upload the revised contact list to activate functionality. Screen pop behavior when no matching records are found or multiple matches occur follows settings defined in the Salesforce softphone layout, which determines whether records open in the same browser window or a new window. A softphone layout with selected Salesforce objects is required for functionality. Lightning Experience has documented limitations for new record screen pops using SF_URLPop. The integration relies on proper Architect configuration and supports either URL-based or search-based screen popping per interaction, with additional troubleshooting resources available for configuration issues.

Note: This article applies to Genesys Cloud for Salesforce.

PrerequisitesClick to expand

Screen pop functionality in Salesforce allows agents to see the most relevant record based on pre-configured behavior. The screen pop behavior differs depending on your softphone layout settings in Salesforce and the interaction type.

Softphone layout settings

In your softphone layout settings in Salesforce, select which Salesforce objects to display. If you do not select an object, Salesforce cannot screen pop that object.

You can configure screen pops to open in the same browser window (default) or in a new window. You can also control what happens when Salesforce does not find a match during a search.

For more information, see Design and Assign Softphone Layouts in the Salesforce documentation.

Default screen pop behavior

A default screen pop presents a record based on interaction attributes. The default screen pop behavior differs depending on the interaction type.

Inbound call, callback, outbound dialing, message (excluding Genesys Cloud web messaging), and ACD voicemail interactionsClick to expand

Important: For default screen pop behavior for Genesys Cloud web messaging interactions, see the Chat and Genesys Cloud web messaging interactions section.

By default, when an inbound call, callback, outbound dialing, SMS, ACD voicemail, or WhatsApp interaction alerts, Salesforce searches all phone number fields for the caller ID (ANI) and screen pops based on the search results.

By default, when a Facebook Messenger, LINE Messaging, or Twitter Direct Message interaction alerts, Salesforce searches for the user’s name and screen pops based on the search results.

Administrators can use the default settings or customize the screen pop behavior.

Note: If an incoming interaction is a conference call, then Salesforce does not perform a screen pop.

Genesys Cloud web messaging interactionsClick to expand

Email interactionsClick to expand

Screen pop configuration

Administrators can customize the screen pop behavior. Screen pop configuration allows for popping to Salesforce pages or Salesforce search results. The process for configuring screen pops differs depending on the interaction type.

Inbound call, callback, email, message (including Genesys Cloud web messaging), and ACD voicemail interactionsClick to expand

Salesforce page
Salesforce search result

The integration uses the SF_URLPop custom attribute to screen pop a specific Salesforce page for inbound calls, callbacks, emails, messages (including Genesys Cloud web messaging), and ACD voicemails. The screen pop could be a standard Salesforce page, a Visualforce page, or a new record page with pre-populated data from an Architect flow. For information about pre-populating a new record page as part of the screen pop, see Format Salesforce URL for new record screen pop

Note about new records: Lightning Experience has some limitations around the use of the SF_URLPop custom attribute to screen pop a new record in Salesforce. For more information, see .

This procedure relies heavily on Architect configuration and only describes high-level steps. For more information, see Architect overview, Create a new flow, Set Participant Data action, and Add a Set Participant Data action to a task.

The example screen pops a Visualforce page when a new customer calls.

Note: You can follow the same steps for callbacks, emails, messages (including Genesys Cloud web messaging), and ACD voicemails. For emails and messages, create and publish Inbound Email or Inbound Message flows instead of Inbound Call flows.

In Architect, create an inbound call flow.
Add a task with Set Participant Data as the action.
Note: This example uses the Set Participant Data action to set a custom attribute. The information used to set the attribute on the call could come from multiple different places: data dip, caller data entry, workgroup information, a static URL, or a combination of other attributes.
In the Attribute Name box, type SF_URLPop.
In the Value to Assign box, add a relative link to the Salesforce page that appears when an incoming interaction contains this custom attribute. In this example, the value is a custom Visualforce page, apex/CustomPage.
Add a Transfer to ACD action to the flow.
Select the Queue to receive this call.
Click Publish .

When a call comes in through this call flow, it is assigned the custom attribute of SF_URLPop with a value of apex/CustomPage, which screen pops the custom Visualforce page.

Outbound dialing interactionsClick to expand

Salesforce page
Salesforce search result

The integration uses the SF_URLPop custom attribute to screen pop a specific Salesforce page for certain calls. The screen pop could be a standard Salesforce page, a Visualforce page, or a new record page.

You can screen pop a Salesforce page for each contact in an outbound dialing campaign.

Create a contact list for a campaign or modify a contact list in Genesys Cloud.
For more information, see Create a new contact list and Edit a contact list entry.
Add a column called SF_URLPop to the contact list with values for pages to screen pop.
The values in this column are the paths of the pages that you want to screen pop to for each contact. For example, to screen pop to https://na31.salesforce.com/500j000001MjQC for Cindy Lopez, add 500j000001MjQC as the value in the SF_URLPop column for Cindy Lopez.
Note: You can either screen pop to a Salesforce page (SF_URLPop) or to a Salesforce search result page (SF_SearchValue), but not both.
Upload the new or revised contact list.

For more information, see Screen pops are not working.

For more information about the integration, see About Genesys Cloud for Salesforce.

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