Genesys Cloud - Main

I want to be able to set different scripts when a call is transferred between departments. So for instance a particular screen pops with certain in one area of the business but when the call is transferred via an external contact to a different department some of the information is missing from that new script.

I can get different scripts to pop when I ring the different departments individually but it is when transferring that the same script is appearing on both screen pops.

#ArchitectandDesign
#Implementation

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richard craig
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Hi Richard,

When transferring to the other department are you transferring it via an ACD queue? In Set Screen Pop action it states Pop up scripts only work when you transfer to ACD,  it could also have set the script on the first queue and then depending on how you are transferring if this is being set again or retaining the original screen pop action?

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Sam,

I tried transferring directly into another queue and also via the use of an external contact into a specific queue however both still pull the original script.

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richard craig
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Original Message:
Sent: 02-02-2026 12:13
From: Samuel Jillard
Subject: Selecting differrent scripts

Hi Richard,

When transferring to the other department are you transferring it via an ACD queue? In Set Screen Pop action it states Pop up scripts only work when you transfer to ACD,  it could also have set the script on the first queue and then depending on how you are transferring if this is being set again or retaining the original screen pop action?

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Are either of these ways hitting a flow that would change the script that was set on the first queue?

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Original Message:
Sent: 02-03-2026 03:52
From: richard craig
Subject: Selecting differrent scripts

Sam,

I tried transferring directly into another queue and also via the use of an external contact into a specific queue however both still pull the original script.

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richard craig
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Original Message:
Sent: 02-02-2026 12:13
From: Samuel Jillard
Subject: Selecting differrent scripts

Hi Richard,

When transferring to the other department are you transferring it via an ACD queue? In Set Screen Pop action it states Pop up scripts only work when you transfer to ACD,  it could also have set the script on the first queue and then depending on how you are transferring if this is being set again or retaining the original screen pop action?

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Hi Richard,

depending on how many departments you have, creating transfer-buttons that call the DID of that department could be an option. With that you should reach the flow that sets the other departments screen pop.

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Christoph Domaschke
Produktmanager Kunden-Dialog-Center
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As a last resort, if you can't figure it out, you might be able to solve the issue by building a single script and filtering what should be shown to the agent based on the current queue.

For instance, if your script only uses 1 page, you can build different versions of it in different pages, and then just load the correct page depending on the current queue.
Depending on the differences you can even build everything on the same page, and just load/hide each component that is needed based on the current queue.

If you don't have many queues or many variations of those scripts, that could work.

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Marcello Jabur
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Are you setting the set screen pop action as part of an inbound flow or as part of an in-queue flow? Also, do both queues utilize the same in-queue flow or different?

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Tyler Merk
NA Bon Secours Mercy Health
tmerk@mercy.com
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