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I'm trying to open a Script dynamically using the Set Screen Pop action in Architect.

My idea is to retrieve the Script ID or Script Name from a Data Action/API and use that value in the Set Screen Pop action.

However, from what I've found so far, the Set Screen Pop action only allows selecting a Script manually from the list and doesn't support expressions or variables for the Script field.

My question is:

Is there any way to open a Script dynamically in Architect using a variable (Script ID or Script Name), or does the Set Screen Pop action only support static Script selection?

If this isn't possible, is there any recommended workaround for dynamically opening the appropriate Script?

Thanks in advance!

Hi,

As far as I know, this isn't supported natively today.

The Set Screen Pop action only allows you to select a published script statically and doesn't support expressions or variables (such as Script ID or Script Name) for dynamic selection. I also found a previous discussion in the community where the same limitation was confirmed, and the suggested workaround was to use Switch/Decision logic to select a different Set Screen Pop action for each script.

I also looked through the Ideas Portal but couldn't find an existing idea requesting this enhancement.

This is an excellent use case, especially in environments where multiple queues share the same agents but require different scripts after transfers. I think it would be worth submitting a new idea to the Ideas Portal:

https://genesyscloud.ideas.aha.io/

I'd definitely vote for it, as it would simplify Architect flows significantly and eliminate the need for large Switch structures just to determine which script should be displayed.

Hi,

today it is possible to specify the script dynamically.

In the inbound call-flow, set the id of the script in participant data attribute "scriptId". One application for example is to retrieve the id of the configured voice-script from the queue configuration of the target-queue via API.

Data to be used by input-variables in the script just needs to be set as participant data in the inbound-flow, attribute names need to match the names of the script-variables.

If you want to specify the script within an in-queue flow, you'd need to use the API to set the participant attribute on the customer/external participant to make it work.

Warning: this method to define the script for an interaction is not officially supported and might be changed in future.  

Hey, seems like switch or decision are the best way approach... 

Here is example with decision:

In decision expression 

Building on our colleague Ivan's point, this can also be done using a "Switch" statement, based on the API response, you can use AreEqual and process the string, configuring a different script for each scenario.