Screen pop in CX Cloud from Genesys and Salesforce

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Genesys Cloud enables screen pop functionality in Salesforce that automatically displays relevant records to agents during inbound calls, callbacks, and outbound dialing campaigns through the customizable GC_SCREEN_POP custom attribute. The integration supports Salesforce Lightning Experience exclusively and allows agents to access voice call records, custom object pages, standard pages, Visualforce pages, and list views in tabs or subtabs, with capabilities to open multiple records and designate focus priority using asterisks and position parameters. For inbound calls and callbacks, administrators configure screen pop by creating an inbound call flow in Architect with a Set Participant Data action that assigns the GC_SCREEN_POP attribute a relative Salesforce page URL, followed by a Transfer to ACD action. The attribute accepts single page URLs using relative links, 15 or 18-character record IDs, or multiple pages using pipe-delimited values. Data sources include data dips, caller data entry, workgroup information, and static URLs. Multiple record pages can open as subtabs using the position:subtab parameter, and organizations must follow Salesforce URL structure requirements specific to their environment. For outbound dialing campaigns, administrators add a GC_SCREEN_POP column to contact lists containing page paths for each contact. The GC_SearchValue attribute alternatively enables screen popping to Salesforce search results based on case numbers, phone numbers, or contact names, though these approaches are mutually exclusive per interaction. Configuration requires the Outbound > Contact > View permission in Genesys Cloud and adherence to organization-specific Salesforce URL formats. The integration functions exclusively for voice call interactions and does not support Classic URL pops or conference calls due to Salesforce limitations. Default screen pop behavior presents the voice call record page with interaction attributes, and administrators can customize this behavior based on softphone layout settings. The SF_URLPop custom attribute is supported for migration of existing Genesys Cloud for Salesforce customers.

PrerequisitesClick to expand

Screen pop functionality in Salesforce allows agents to see the most relevant record based on pre-configured behavior. The screen pop display differs on the configuration of the record pages.

Note: Screen pop in CX Cloud from Genesys and Salesforce integration works for the voice call interactions, and Experience and Email Experience objects.

Default screen pop behavior

When an inbound call or callback alerts, a default screen pop presents the voice call record page with the interaction attributes. Administrators can use the default settings or customize the screen pop behavior.

Note: If an incoming interaction is a conference call, then Salesforce restricts screen pop.

Screen pop configuration

Administrators can customize the screen pop behavior. Screen pop configuration allows to pop out Salesforce pages. The CX Cloud from Genesys and Salesforce integration uses the GC_SCREEN_POP custom attribute to pop out a specific Salesforce page for inbound calls and callbacks.

Note: The CX Cloud from Genesys and Salesforce integration also supports the SF_URLPop custom attribute to enable existing Genesys Cloud for Salesforce customers to migrate their flows to CX Cloud from Genesys and Salesforce. The CX Cloud integration only supports flows that open Salesforce Lightning pages; Classic URL pops are not supported.

The screen pop can 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. Ensure to follow the Salesforce URL structure for supported operations. For more information, see FAQ for the new URL format for Lightning Experience and Salesforce mobile app in the Salesforce documentation.

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 following example demonstrates the inbound call flow setup in Architect which triggers a Salesforce screen pop when a new customer calls.

Note: You can follow the same steps for callbacks.

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 GC_SCREEN_POP.
In the Value to Assign box, add a relative link to the Salesforce page URL that appears when an incoming interaction contains this custom attribute. In this example, the value is a custom object page in Salesforce, /lightning/r/CustomObject__c/12345/view.
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, GC_SCREEN_POP custom attribute is assigned with a value of /lightning/r/CustomObject__c/12345/view, which screen pops the custom Salesforce page URL.

Examples to open voice call record page as tabs or subtabs

Use the following values for the GC_SCREEN_POP custom attribute in the Architect flow to open the voice call record page as tabs or subtabs in the Salesforce Service Cloud console for the agent.

Note: Ensure to follow the Salesforce URL specific to your organization environment. For more information, see in the Salesforce documentation.

Example 1

Use the Salesforce page URL. Each record in Salesforce uses an exact URL code. The value of a custom attribute only needs the portion that follows the main URL.

For example, /lightning/r/CustomObject__c/12345/view.

Example 2

Use the 15 or 18 character record ID of the voice call record page.

For example, 001xx000003Gv7zAAC.

Example 3

Open multiple voice call record pages in new tabs. Use either the URL or the record ID.

For example, id:001xx000003Gv7zAAC | url:/lightning/r/CustomObject__c/12345/view | id:003xx000004Tj8zAAC.

This example opens two record pages and a specific custom object page in new tabs. The focus is on the voice call record page.

Example 4

Open multiple voice call record pages in subtabs. Use either the URL or the record ID.

For example, position:subtab | id:001xx000003Gv7zAAC | url:/lightning/o/CustomObject__c/list?filterName=Recent | id:003xx000004Tj8zAAC.

In this example, all tabs open as subtabs under a parent object, such as the voice call record. Two subtabs open for the two record pages with the specified record ID and a subtab opens for a list view of the custom object.

Example 5

Open multiple voice call record pages in subtabs with focus on a specific subtab.

For example, position:subtab | id:001xx000003Gv7zAAC | *id:003xx000004Tj8zAAC.

This example opens two subtabs for the specified record IDs with the focus on the one marked with an asterisk (*). If an asterisk is not present, the focus defaults to the voice call record tab.

Outbound dialing interactions

Administrators can customize the screen pop behavior. Screen pop configuration allows for popping to Salesforce pages. The integration uses the GC_SCREEN_POP 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 interactions:

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 GC_SCREEN_POP 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 GC_SCREEN_POP column for Cindy Lopez.
Upload the new or revised contact list.

For more information, see About CX Cloud from Genesys and Salesforce.

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