Hello everyone. I am a Salesforce admin and I am currently troubleshooting a ‘Handoff’ issue between our Genesys Cloud web messaging and our Salesforce CRM. When an interaction is transferred from a bot to a live agent, the Salesforce ‘Interaction Log’ is being created, but it is not automatically popping the customer’s contact record. I suspect that the ‘Participant Data’ from the bot is not being passed correctly to the Salesforce managed package. Is there a specific field name that the Salesforce integration expects for the ‘Contact ID’ to enable the screen pop?
Hey Ren43! I am a Python SDK contributor and I have worked on several of these Salesforce handoffs. The Salesforce managed package looks for a specific attribute named SF_SearchValue. You should set this attribute in your bot flow with the customer’s email address or their Salesforce ID. When the interaction reaches the agent, the integration will use that value to perform an automated search and pop the record. It is a very simple fix once you know the exact attribute name!
Greetings! I am an API power user and I have automated our entire Salesforce provisioning. To follow up on Tak50, you should also check your ‘Screen Pop’ settings in the Salesforce integration configuration within the Genesys Cloud Admin menu. Even if you pass the SF_SearchValue, the pop will fail if the ‘Enable Screen Pop’ checkbox is not checked. Also, make sure your agents have the ‘Salesforce’ permission assigned to their user role!
Hello! I am a migration specialist and I love seeing these Salesforce integrations in action! Ren43, one more tip: if you are using ‘Authenticated’ messaging, you can pull the customer’s Salesforce ID directly from their JWT and pass it to the SF_SearchValue before the bot even starts talking. This ensures that the agent always has the correct context, even if the customer has multiple email addresses on file. It provides a much more seamless ‘Elite’ experience for your customers!