Use the extension points to customize screen pop

AI-generated summary

Genesys Cloud's integration with Salesforce enables comprehensive customization of screen pop functionality through Apex programming extensions that allow developers to override default behavior for inbound alerting interactions. By implementing the purecloud.CTIExtension.ScreenPop interface, developers can access input properties including searchValue (email, phone number, or chat identifier) and interaction object data to control screen pop logic with precision. The onScreenPop method can return custom outputs specifying either a custom URL pointing to standard Salesforce pages, Visualforce pages, or pre-populated record pages, or alternatively return a searchValue to locate specific Salesforce records. The integration supports advanced querying capabilities, such as searching for records like Cases by phone number and returning the most recently modified matching record, with automatic fallback to default screen pop behavior when no records are found or if Apex code triggers an exception. Technical implementation requires defining the Apex class as global, consolidating multiple extension point implementations in a single file, and utilizing JSON serialization for screen pop data handling. This customization framework, combined with configurable softphone layout options and default screen pop behavior controls, enables unified customer data access and consolidated interaction views between Genesys Cloud contact center and Salesforce CRM. The solution supports click-to-dial functionality, data synchronization, custom reporting capabilities, and additional extension points for interaction log saving, creating a seamless omnichannel experience that bridges contact center operations with CRM data management across both platforms.

Note: This article applies to Genesys Cloud for Salesforce.

You can use the extension points to customize screen pop behavior in Genesys Cloud for Salesforce. The extension points use the Salesforce Apex programming language.

Note: This advanced customization article is intended for developers who are familiar with Salesforce.

PrerequisitesClick to expand

In Salesforce, create a single Apex file with an Apex class that implements the purecloud.CTIExtension.ScreenPop interface. Define the Apex class as global so the code can be called by the integration.

purecloud.CTIExtension.ScreenPop interface

Contains a method signature that you can define to customize the screen pop functionality in Genesys Cloud for Salesforce.

Usage

Use the method signature in the purecloud.CTIExtension.ScreenPop interface to define how the screen pop functionality works.

onScreenPop method

Used to drive screen pop logic.

This method is called for an inbound alerting interaction. onScreenPop is only called once for each agent for each alerting interaction. The method can return data that changes the default screen pop behavior.

If the Apex code triggers an exception, then the integration performs the default screen pop behavior. If no value is returned, then the integration suppresses the screen pop behavior.

Input properties

The following properties are included in the JSON data that is passed to the method.

Name	Data type	Description	Notes
searchValue	String	Search value.	Example values: email address (for chat and email interactions), phone number (for voice and SMS interactions).
interaction	Object	Data object that represents interaction data.	For more information, see the data object format in Condensed conversation information.

Output properties

Important: Use only one of the following properties in the JSON data returned from the onScreenPop method.

Name	Data type	Description	Notes
url	String	URL of a page in Salesforce.	Can be a standard Salesforce page, a Visualforce page, or a new record page with pre-populated data from an Architect flow.
searchValue	String	Value searched for in Salesforce records.	Can be a case number, a phone number, a contact name, or other items. For more information, see the Softphone layout settings section in Screen pop in Genesys Cloud for Salesforce.
defaultScreenPop	Boolean	Performs a default screen pop (true) or does not perform a default screen pop (false).	For more information, see the Default screen pop behavior section in Screen pop in Genesys Cloud for Salesforce.

Name

Data type

Description

Notes

url

String

URL of a page in Salesforce.

Can be a standard Salesforce page, a Visualforce page, or a new record page with pre-populated data from an Architect flow.

searchValue

String

Value searched for in Salesforce records.

Can be a case number, a phone number, a contact name, or other items.

For more information, see the Softphone layout settings section in Screen pop in Genesys Cloud for Salesforce.

defaultScreenPop

Boolean

Performs a default screen pop (true) or does not perform a default screen pop (false).

For more information, see the Default screen pop behavior section in Screen pop in Genesys Cloud for Salesforce.

For more information, see Screen pop in Genesys Cloud for Salesforce.

Example

Important:

Define the Apex class as global so the code can be called by the integration.
If you implement more than one extension point (or interface), place them all in the same Apex file.

global class MyCTIExtensions implements purecloud.CTIExtension.ScreenPop {
    public String onScreenPop(String data) {
        // Example: Find a recent Case record by phone number. if not found, fall back to default screen pop behavior.
        Map<String, Object> screenPopData = (Map<String, Object>) JSON.deserializeUntyped(data);
        Map<String, Object> dataToReturn = new Map<String, Object>();
        String phoneNumber = (String) screenPopData.get('searchValue');
        if (String.isNotBlank(phoneNumber)) {
            List cases = [SELECT Id FROM Case WHERE ContactPhone =: phoneNumber ORDER BY LastModifiedDate DESC LIMIT 1];
            if (cases.size() > 0) {
                dataToReturn.put('url', cases.get(0).Id);
                return JSON.serialize(dataToReturn);
            }
        }
        dataToReturn.put('defaultScreenPop', true);
        return JSON.serialize(dataToReturn);
    }
}

For more information, see Extension points in Genesys Cloud for Salesforce.

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

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