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If enabled for your account, you can customize Salesforce record popping for your account.

• Use Salesforce SoftPhone layouts to configure advance popping features. Such features include creating a new Salesforce record if ContactWorld doesn't locate a matching record for an inbound interaction. For information about configuring advanced popping features, see /wiki/spaces/PD/pages/64782861Configuring advanced popping.
• Enable popping for Salseforce Lightning Experience apps. By default, ContactWorld does not pop matching records in Salesforce Lightning Experience apps. For information about enabling popping for such apps, see /wiki/spaces/PD/pages/231184892Enabling popping in Salesforce Lightning Experience apps.
• Customize data ContactWorld uses to locate Salesforce records to pop. For information about customizing record location, see Customizing how ContactWorld locates Salesforce records to pop.