To use popping in Salesforce Lightning Experience apps you must enable the feature for your account. For information about Salesforce record popping in ContactWorld, see Salesforce record display and popping in ContactWorldNewVoiceMedia.
How do I enable popping in Salesforce Lightning Experience apps?
To enable popping in Salesforce Lightning Experience apps, switch on the Always Pop Matching Record in Salesforce Lightning and Lightning Console feature for your account in the Account Feature Control section in System Settings in ContactWorld. For information about switching on features for your account, see /wiki/spaces/PD/pages/3788308492Controlling features for your account.
To use default popping (none) in Lightning Experience apps, switch off the Always Pop Matching Record in Salesforce Lightning and Lightning Console feature.
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