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Hello we are trying to implement a screen-pop extension point for our Genesys Cloud for Salesforce configuration. We currently have our apex class file filtering conversation properties and were attempting to implement a screen pop for when the call state goes to "CONNECTED". When testing however our Salesforce developer has stated that their apex file terminates as soon as the interaction comes in.

I am hoping to gain a better understanding of how the interaction event comes through to Salesforce and if the conversation object that comes through gets updated as the interaction is handled or if it is only sent through a single time.

If we are looking to screenpop a record on answered instead of alerting, can we use the Condensed conversation information by itself or are we going to have to utilize the Condensed conversation information along with the subscribe events postMessage Web API? 

Hello Meg,

The conversation object is sent only once when the Screen Pop extension point is triggered. It does not get updated as the interaction state changes. The Screen Pop extension point fires specifically during the alerting phase (when the call is ringing), which is why your Apex class terminates immediately - it's designed to execute once, not continuously.

For Screen Pop on CONNECTED State:

To screen pop when the call is answered (CONNECTED) instead of alerting, you cannot use the Condensed Conversation Information alone. You must:

1.Use the Subscribe Events (postMessage Web API or Lightning Message Service).
2.Build a custom Lightning component that listens for interaction state change events.
3.Trigger your screen pop logic when the state changes to "CONNECTED".

The Condensed Conversation Information can provide conversation data, but it won't detect state changes by itself. You need the Subscribe Events to monitor when the interaction moves from alerting to connected.

In summary: For your use case, you'll need to combine both approaches - use Subscribe Events to detect the CONNECTED state and access conversation data as needed for your screen pop logic.