We are using the Genesys Cloud for Salesforce managed package (version 3.42.0) in our Lightning environment. The screen pop integration has been working correctly for two years. After Salesforce deployed their Spring '25 release to our org last weekend, the screen pop is matching the wrong contact approximately 30% of the time.
Specifically, when a call comes in from a phone number that exists on multiple Contact records (which is common in B2B where a company main line is shared), the screen pop is now selecting a random contact from the match set instead of the most recently modified one. Before the Salesforce update, it consistently selected the most recently modified Contact.
Our screen pop configuration in the GC managed package:
- Search entity: Contact
- Search field: Phone
- Match behavior: Single match → open record, Multiple matches → show list
The “show list” behavior for multiple matches is also broken. Instead of showing a selection list, it auto-navigates to whichever contact the system picked. The agent has no opportunity to select the correct contact.
Has anyone else experienced screen pop regression after the Salesforce Spring '25 update?
This is a Salesforce-side breaking change, not a Genesys issue. The Spring '25 release changed the default sort order for SOSL (Salesforce Object Search Language) queries. The managed package internally uses SOSL to search for matching contacts by phone number, and the result set ordering changed from LastModifiedDate DESC to SystemModstamp DESC.
The practical impact: records that were recently touched by automated processes (workflow rules, triggers, batch jobs) now sort higher than records that were manually edited by agents. This causes the “wrong” contact to appear first.
The fix is in managed package version 3.44.0, which Genesys released on May 12th. They switched from SOSL to SOQL with an explicit ORDER BY LastModifiedDate DESC clause. Upgrade the managed package through Salesforce Setup > Installed Packages.
For the multiple-match list not appearing: that is a separate Lightning Aura component rendering bug introduced in the same Salesforce release. The workaround is to add ?lwcEnabled=true to your Salesforce org URL parameters, or wait for managed package 3.44.0 which ships a Lightning Web Component replacement for the legacy Aura screen pop component.
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We run the managed package on two orgs (prod and sandbox) and can confirm the 3.44.0 upgrade fixes both issues. Just a heads up on the upgrade process: the package installation takes about 15 minutes and requires you to re-authorize the Connected App OAuth credentials afterward.
Do the upgrade during a maintenance window because all agents will be disconnected from the Genesys Cloud sidebar widget during the re-authorization. We made the mistake of upgrading during business hours and had 10 minutes of agents unable to receive calls through the Salesforce integration.
After upgrading, go to Setup > Connected Apps > Genesys Cloud for Salesforce > Manage and click “Re-authorize.” Then have each agent refresh their browser to pick up the new component version.
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are you caching the contact lookup results in redis or just relying on the package’s internal state? if it’s the latter, that sort order change is probably throwing off your cache key validation. try invalidating the cache on the phone number field specifically.
redis_client.delete(f"genesys:sf:contact:{phone_number}")
Spot on. That sort order flip in SOSL is the root cause. The managed package isn’t accounting for SystemModstamp now leading the results. Upgrading to 3.44.0 patches the query logic. Just remember to re-authorize the OAuth credentials post-upgrade, or the sidebar goes dark.
check your queue analytics dashboard before blaming the integration. if the screen pop is wrong, the underlying routing data action might be pulling stale cache. verify the contactId in the wrapup api response matches the ui.
GET /api/v2/interactions/{interactionId}/wrapup
mismatch here means the issue is upstream.