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  • 1.  Stopping the SF_URLPop URL pop when connecting Agents to interactions via Genesys API

    Posted 04-09-2025 11:48
    No replies, thread closed.

    Hey Genesys community!

    Background

    I am working on a Genesys implementation which integrates with a Salesforce org and 'pops' a Salesforce page to users when they are connected to interactions. I think  we are using the 'CX Cloud from Genesys and Salesforce integration.

    During our inbound email Genesys Flows we populate a parameter on the 'Guest Participant Data' of the interaction called `SF_URLPop`. I have found the documentation which describes the process which our Flows do and explains the behaviour of Salesforce URLs popping to users when they are connect and the `SF_URLPop` parameter is present:
    Format Salesforce URL for new record screen pop - Genesys Cloud Resource Center

    This behaviour is GREAT when inbound email interactions/conversation our routed to agents through Gensys' through various automatic call distribution ('ACD') processes in Genesys.

    Connecting Agents to conversations through the Genesys API

    In our Salesforce implementation we have a custom web app which users can send emails through. Behind the scenes this involved us making multiple API callouts to Genesys some of which involve manually connecting users to Genesys conversations (just before we send their email response through Genesys) via the:

    • post /api/v2/conversations/emails/{conversationId}/reconnect
    • post /api/v2/conversations/emails/{conversationId}/participants/{participantId}/replace

    endpoints described in the API explorer documentation.

    The problem

    When we do connect these users to conversations via the API the `SF_URLPop` URL is also popped to them in Salesforce.

    It is in these situations, when we are manually connecting the user to a conversation via the Genesys API, that we do not want the Salesforce URL to pop to them.

    • What are our options to prevent this happening?
    • Has anyone had this issue before?
    • Do we need to do something like remove the `SF_URLPop` parameter before connecting the users to the conversation? Is this possible via the Genesys API?

    Any help would be much appreciated! Thanks


    #API/Integrations
    #ArchitectureandDesign
    #Outbound
    #Unsure/Other

    ------------------------------
    Angus Brown
    ------------------------------


  • 2.  RE: Stopping the SF_URLPop URL pop when connecting Agents to interactions via Genesys API
    Best Answer

    Posted 04-10-2025 09:36
    No replies, thread closed.

    Hi Angus,

    Based on the fact that you mention the 'SF_URLPop' participant attribute, I think you might be using our older Salesforce CTI integration.  If the Genesys Cloud UI that your agents use looks like this then my comments below will apply:

    The Genesys Cloud Resource Center documentation for that integration can be found here: https://help.mypurecloud.com/articles/about-genesys-cloud-for-salesforce/.  On that page there is a section called "Advanced setup (extensibility)" and I think you might look at the "Extension Points" article: https://help.mypurecloud.com/articles/extension-points-in-genesys-cloud-for-salesforce/.  One of the extension points is to be able to override the ScreenPop behavior.  If you have a developer that can write some Apex code then I believe you can override the screen pop behavior for those specific emails and actually prevent the pop from happening by returning 'defaultScreenPop=false' from that function: https://help.mypurecloud.com/articles/use-the-extension-points-to-customize-screen-pop/

    I hope that helps.



    ------------------------------
    Jim Crespino
    Senior Director, Developer Evangelism
    Genesys
    https://developer.genesys.com
    ------------------------------



  • 3.  RE: Stopping the SF_URLPop URL pop when connecting Agents to interactions via Genesys API

    Posted 05-15-2025 10:49
    No replies, thread closed.

    Hi Jim, 

    Thanks so much for your great response. I was going to thank you earlier but it took me a bit of time to implement your suggestions.

    Correction

    I had in fact made one mistake in my original question. To clarify this, we were only seeing the `SF_URLPop` pop to users when we manually connected them via the:

    • post /api/v2/conversations/emails/{conversationId}/participants/{participantId}/replace endpoint

    And NOT with the

    • post /api/v2/conversations/emails/{conversationId}/reconnect endpoint

    Implementation

    Implementing a 'MyCTIExtensions' class in APEX (as described in the link you provided: https://help.mypurecloud.com/articles/use-the-extension-points-to-customize-screen-pop/) worked perfectly for us. 

    The only bit I found a little confusing in the documentation is that you have to create this apex class, and then select it in the 'Extension Point Settings' in the call centre settings within Salesforce. I get to this page in Salesforce by going Setup -> Installed Packages -> Click 'Configure' next to 'Genesys Cloud for Salesforce' -> select the relevant 'Call Centre' and then at the bottom of the page will be this 'CTI Extension Apex Class' option as shown in the screenshot.

     

    To get the APEX working we were able to add a flag onto a record which held info about the conversation in Salesforce. When the pop happens the input data to the `onScreenPop` method contains the interaction/conversation id, so we could use that to query the Salesforce record in the MyCTIExtensions class and decide whether we wanted to pop the `SF_URLPop` URL to the users (by either setting `defaultScreenPop` in the output of the `onScreenPop` method to true or false.). 

    Thanks once again for your answer Jim! Your detailed response helped us solve our issue. 



    ------------------------------
    Angus Brown
    ------------------------------

    Original Message


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