Screen pop in Genesys Cloud for Zendesk

AI-generated summary

Genesys Cloud integrates with Zendesk to provide automated screen pop functionality that displays customer records in the agent desktop based on configured interaction parameters. The integration uses two custom attributes—ZD_SearchType and ZD_SearchValue—to determine which records to display when interactions arrive, with configuration performed through Architect flows by setting these attributes and adding Transfer to ACD actions. Screen pop behavior varies by interaction type. Voice interactions including inbound calls, callbacks, SMS, ACD voicemail, and social messaging (WhatsApp, Facebook Messenger, LINE, Twitter Direct Message) default to searching phone number or username fields against caller identification when no custom configuration exists. Email interactions search email addresses by default. Chat and Genesys Cloud web messaging interactions do not screen pop by default but can be configured to do so through custom attribute settings. Conference calls do not trigger screen pops. Configuration methods vary by interaction type: inbound calls and callbacks use inbound call flows, emails use Inbound Email flows, and messages use Inbound Messages flows. The ZD_SearchType attribute accepts values including TICKET (to display existing tickets or create new ones) and CONTACT (to display user records), while ZD_SearchValue contains the corresponding ticket ID, user ID, or "NEW" to create a new ticket. Data sources for ZD_SearchValue include data dips, caller entry, workgroup information, chat widget entries, and combined attributes. When a match is found, the relevant record displays; when no match occurs, the system sends notification messages; when multiple matches occur, agents can manually select from results limited to 25 records without additional filtering. New tickets pop only for the first agent receiving an alert; subsequent agents receive forwarded interactions without additional ticket creation. The integration respects existing Zendesk permissions and does not alter underlying access controls, with screen pops failing if users lack permission to view the target record. Administrators can customize search parameters using system or custom fields as phone numbers, enabling flexible configuration across various organizational needs. Users can manually search by alternative fields including name, email, and organization when needed, though Zendesk performs exact phone number matching.

Note: This article applies to Genesys Cloud for Zendesk.

PrerequisitesClick to expand

Screen pop functionality in Zendesk allows agents to see records based on pre-configured behavior. You can configure the integration to use a system or custom field as the phone number for screen pops. For more information, see Configure search in Zendesk.

Default screen pop behavior

A default screen pop presents a user record based on interaction attributes. The default screen pop behavior differs depending on the interaction type.

Inbound call, callback, message (excluding Genesys Cloud web messaging), and ACD voicemail interactionsClick to expand

Important: For default screen pop behavior for Genesys Cloud web messaging interactions, see the Chat and Genesys Cloud web messaging interactions section.

By default, when an inbound call, callback, SMS, ACD voicemail, or WhatsApp interaction alerts, the integration searches all phone number fields in Zendesk for the caller ID (ANI) and screen pops based on the search results.

By default, when an inbound Facebook Messenger, LINE Messaging, or Twitter Direct Message message alerts, the integration searches Zendesk for the user name and screen pops based on search results.

Administrators can use the default settings or customize the screen pop behavior.

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

The integration can return a single match, no matches, or multiple matches.

Single match
The integration pops the relevant ticket or user record.
No matches
No screen pop occurs, but you receive a notification message.
Multiple matches
You receive a notification message, indicating that there are multiple results.
1. Answer the interaction.
  A dialog box appears that lists the contacts found in the search results.
2. Select a contact from the list.
  If the integration finds more than 25 contacts, then narrow the search results by entering more information, such as a name, in the Search box.
  You can also return results that are not based on the phone number of the incoming interaction. Clear the phone number box and search for any information, such as a name, phone number, email address, or organization name.
  Note: Zendesk searches phone numbers for the exact number that you enter. For example, the number 5550123 returns different results than 15550123.
3. Click Select.
  A screen pop occurs for the contact that you selected.

Genesys Cloud web messaging interactionsClick to expand

Email interactionsClick to expand

By default, when an email interaction alerts, the integration searches for the email address in Zendesk and screen pops based on the search results. Administrators can use the default settings or customize the screen pop behavior.

If the integration finds a single match, then the integration pops the relevant ticket or user record. If the integration finds no match, then no screen pop occurs, but you receive a notification message.

Screen pop configuration

Administrators can customize the screen pop behavior for inbound call, email, message, and ACD voicemail interactions. Screen pop configuration allows for popping to existing tickets, new tickets, or specific user records. 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 interactionsClick to expand

The integration uses the ZD_SearchType and ZD_SearchValue custom attributes to screen pop a specific Zendesk page for inbound calls, callbacks, emails, messages (including Genesys Cloud web messaging), and ACD voicemails. By setting up a flow in Architect, you can pop a ticket or user record, or pop a new ticket with pre-populated data from an Architect flow.

Note: The integration does not alter permissions within Zendesk. If a user does not have permission to view a particular record, a screen pop to that record fails. For information on permissions, see the in the Zendesk documentation.

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 examples screen pop a Zendesk page for inbound call interactions.

Note: You can follow the same steps for callbacks, emails, messages (including Genesys Cloud web messaging), and ACD voicemails. For emails and messages, create and publish Inbound Email or Inbound Messages flows instead of inbound call flows.

In Architect, create an inbound call flow.
Add a task with Set Participant Data as the action.
1. In the Attribute Name 1 box, type ZD_SearchType.
2. In the Value To Assign 1 box, type TICKET to pop a ticket record.
Click Add attribute to set.
1. In the Attribute Name 2 box, type ZD_SearchValue.
2. In the Value to Assign 2 box, type the ticket ID of the record that you want to pop.
  Note: The information used to set the second attribute on the call could come from multiple different places: data dip, caller data entry, workgroup information, or a combination of other attributes.
Add a Transfer to ACD action to the flow.
Select the Queue to receive this call.
Click Publish .

When a call alerts, a ticket pops based on the attribute name and value set in the call flow.

For more information about the integration, see About Genesys Cloud for Zendesk.

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