Screen pop in the Genesys Cloud browser extensions

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Genesys Cloud browser extensions for Chrome and Firefox enable agents to automatically display webpages in new browser tabs when interactions arrive through screen pop functionality. Administrators configure screen pops for inbound calls, callbacks, emails, messages (including Genesys Cloud web messaging), and ACD voicemails using the BR_URLPop custom attribute. The configuration process involves setting up an Architect inbound flow, adding a Set Participant Data action to assign the BR_URLPop attribute with a URL value, and transferring the interaction to an ACD queue. For chat interactions, the BR_URLPop attribute can be embedded directly in the chat widget's underlying code or associated with a widget box. When an interaction containing the BR_URLPop attribute alerts, the extension automatically triggers the screen pop to display the specified URL. Conference calls do not support screen pop functionality. The attribute value can be populated from multiple sources including data dips, caller data entry, workgroup information, static URLs, or combinations of other attributes. The documentation provides access to additional resources through the "About the Genesys Cloud browser extensions" material and includes a feedback mechanism allowing users to rate article helpfulness and provide specific reasons for their assessment, with options to specify user role and submit contact information. Related documentation topics cover embedded client functionality for calls, callbacks, and emails; participant data actions; flow architecture; and comprehensive browser extension content listings. Users unable to locate answers through documentation are directed to community support resources.

Note: This article applies to Genesys Cloud for Chrome and Genesys Cloud for Firefox.

Screen pop functionality allows agents to see webpages based on pre-configured behavior. When an interaction alerts, the extensions can screen pop a webpage in a new browser tab.

Note: If an incoming interaction is a conference call, then the extensions do not perform a screen pop.

Administrators can configure the extensions to screen pop for inbound call, email, message (including Genesys Cloud web messaging), and ACD voicemail interactions. The process for configuring screen pops differs depending on the interaction type.

Inbound call, callback, email, message (including Genesys Cloud web messaging), and ACD voicemail interactions

The extensions use the BR_URLPop custom attribute to screen pop a specific webpage for inbound call, callback, email, message, and ACD voicemail interactions.

This procedure relies heavily on Architect configuration and only describes high-level steps. For more information, see Architect overview, Create a new flow, Set Participant Data action, and Add a Set Participant Data action to a task.

The example screen pops a specific webpage for inbound call interactions.

Note: You can follow the same steps for callbacks, emails, messages, and ACD voicemails. For emails and messages, create and publish inbound email or inbound message flows instead of inbound call flows.

In Architect, create an inbound call flow.
Add a task with Set Participant Data as the action.
Note: This example uses the Set Participant Data action to set a call attribute. The information used to set the attribute on the call could come from multiple different places: data dip, caller data entry, workgroup information, a static URL, or a combination of other attributes.
In the Attribute Name box, type BR_URLPop.
In the Value to Assign box, add a full link for the page that appears when an incoming interaction contains this custom attribute. In this example, the value is a static URL.
Add a Transfer to ACD action to the flow.
Select the Queue that receives this call.
Click Publish .

When a call comes in through this call flow, the call is assigned the custom attribute of BR_URLPop with a value of https://www.genesys.com/genesys-cloud. The extension then screen pops the Genesys webpage.

Screen pop to webpage with Genesys Cloud for Chrome

For more information about the extensions, see About the Genesys Cloud browser extensions.

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