Screen Pops
's incoming interaction notification displays information about who the interaction is from. Upon accepting the interaction this information is sent to Salesforce Lightning Experience to search for and open matching Salesforce records. .
| You will need to have a default Softphone Layout configured in your Salesforce environment for Screen Pops to function correctly. Record matching options are also configured in Salesforce's softphone settings. |
The record might be a contact, lead, case, opportunity, account, or a custom record. Information from the record is displayed in the toaster notification and the contact details in main interaction panel.
If the correct screen pop does not appear, consider the following:
- If the screen pop displays the wrong record, you can locate and link the correct record.
- If a customer's information matches multiple records, a Salesforce search page is displayed from which you can select a record from possible matches.
- If no Salesforce record matches the interaction, you can assign the interaction to a Salesforce record.
