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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 Configuring 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 Enabling 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 Vonage Contact Center locates Salesforce records to pop.