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When a call is routed to an agent, ContactPad uses the caller's CLID to perform a wildcard search through the Salesforce records database.
Depending on the number of Salesforce records found, ContactPad does one of the following:
ContactPad displays 'No matches found' if the search returns no results.
Info The search returns no results if a caller withholds their telephone number. - ContactPad displays a link to a single Salesforce record—Contact, Account, and so on—if the search returns one Salesforce record. The record also pops in the main Service Cloud window.
- ContactPad displays a drop-down list of multiple Salesforce records if the search returns multiple records. Select the record that you want to pop in the main Service Cloud window.
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| If the caller withholds their CLID on an inbound call, ContactWorld cannot use their CLID to locate a Salesforce record. |
Default popping behavior
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Popping in Lightning Experience apps
By default, ContactWorld does not pop a matching record, or a search results page, in Salesforce Lightning Experience apps. If you want to pop records or search results, you can override this default behavior and always pop matching records or search results in Lightning apps. If you enable popping in Lightning apps and you are using a console app, ContactWorld pops the record or search results in a new tab in the main console window. If you are using a non-console app, ContactWorld pops the record or search results page, replacing the existing contents of the window.
For information about enabling popping in Lightning apps, see Enabling popping in Salesforce Lightning Experience apps.
Customized record location
By default, ContactWorld uses the caller's CLID to locate the Salesforce record or records to pop. If enabled for your account, you can customize the data ContactWorld uses to locate records for inbound interactions. The data ContactWorld uses must be a Salesforce record ID.
For information about customizing the data ContactWorld uses to locate Salesforce records, see Customizing how Vonage Contact Center locates Salesforce records to pop.
Advanced popping behavior
If the feature is enabled for your account, you can configure advanced popping features, such as creating a new case relating to an incoming call for example. For information about configuring advanced popping features, see Configuring advanced popping.