We’ve implemented Genesys Cloud Web Messaging with the Salesforce Managed Package. When a customer starts a chat, a Case is automatically created and popped to the first agent.
However, if the agent transfers the conversation to a second agent (e.g., from Tier 1 to Tier 2 support), a second Case is being created for the same conversation. This leads to orphan cases and makes it impossible for our Salesforce admins to track the true lifecycle of the interaction.
Is there a way to force the Managed Package to ‘Attach’ the existing Case ID to the conversation so that subsequent agents see the same record instead of a new one?
This is a configuration issue in your ‘Screen Pop’ settings within the Salesforce Managed Package. You need to ensure that you are using ‘Participant Data’ to store the Case ID.
In your Architect Inbound Message Flow, when you create the first Case, use the ‘Set Participant Data’ action to store the Case ID in a variable called SF_SearchValue. The Managed Package looks for this specific variable during a transfer. If it’s present, it will pop that record instead of running the ‘Auto-Create’ logic again.
Exactly! I’ve covered this in our local user group sessions. The Managed Package is ‘Stateless’ in a way—it doesn’t naturally know what happened in the previous agent’s session unless you pass that state along.
Beyond SF_SearchValue, you can also use SF_Object to tell it exactly which Salesforce object type to look for. This prevents it from accidentally popping a Contact record if you want the Case record to be the primary focus.
From a reporting standpoint, if you’ve already got thousands of orphan cases, you’ll need to run a cleanup script in Salesforce to link them based on the Genesys_Interaction_ID__c field.
For the future, once you implement the Participant Data fix, your ‘Case Closure’ rates will finally be accurate! Before we fixed this, our stats showed 3x more cases than we actually had interactions.