Configuring record popping
Overview
Record popping automatically opens CRM records in the Insights panel when agents accept interactions. For Zoho integrations, administrators can also configure CRM activities to control which related CRM records agents see in the Customer 360 (C360) panel.
This page describes how to configure IVR-driven record popping and CRM activities for Zoho.
Record popping
Customer 360 supports two methods of record popping:
Method | How it works | Configuration required |
|---|---|---|
Automatic phone number matching | When a voice interaction arrives, Agent Workspace automatically searches the CRM for contacts whose phone number matches the customer's and opens the matching record. | None. Works across all supported CRM systems by default. |
IVR-driven record popping | The Data Connector applet in your interaction plan identifies the specific record you want agents to see. Particularly useful when phone number search returns multiple matches. Works across all channels, including voice, chat, email, and SMS. | Data Connector applet configured in your interaction plan. |
It is available with Google, HubSpot, Microsoft Dynamics 365, NetSuite, Salesforce, Zendesk, and Zoho CRM.
What IVR-driven record popping does:
Automatically opens contacts, cases, leads, or other CRM records when agents accept interactions.
Ensures the correct record opens automatically when phone number search returns multiple matches, saving agents time and reducing manual selection errors.
Can create new CRM records during interaction routing and present them to agents immediately.
For information about automatic phone number matching, see Customer 360 overview.
For more information about the Data Connector applet, see Data Connector applet.
CRM activities
For Zoho integrations, CRM activities allow administrators to pre-configure which related CRM records agents see in the C360 panel.
User application
Filter configuration is account-level and is applied automatically for all agents using the C360 panel via the Zoho integration.
Prerequisites
Category | Requirement |
|---|---|
Administrator access | You must have administrator access to the VCC Admin Portal with permissions to access the Interaction Plans Manager or the Interaction Plans Architect. |
Customer 360 and CRM integration | Customer 360 must be enabled for your account, and your VCC account must be linked with at least one supported CRM system in CRM Admin. For information, see Configuring Customer 360 (Admin). |
Data Connector applet | Record popping requires the Data Connector applet in your interaction plan. For information about the Data Connector applet, see Data Connector applet. |
Interaction plan access | You must have access to the interaction plan used to route interactions to agents in Agent Workspace. For information, see Interaction Plans Manager. |
CRM activities configuration | To configure CRM activities, your VCC account must be linked with a Zoho CRM integration. |
Limitations
Category | Limitation |
Performance dependency | Record popping depends on CRM API performance. Slow CRM responses may delay the display of popped records in the Insights panel. |
Zoho integration only | CRM activities are available exclusively for Zoho CRM. Other CRM integrations do not support this feature. |
Configuring record popping for existing records
Navigate to Interaction Plans Manager or Interaction Plans Architect and open the interaction plan.
Add a Data Connector applet before the interaction reaches the agent.
Applet placement is critical
The Data Connector applet must be placed before the agent receives the interaction, or record popping will not work.
Configure the Data Connector applet to retrieve an existing record:
Select the CRM system.
Select Get existing record as the action.
Select the object type (Contact, Case, Lead, Account).
Configure search criteria (for example, Phone equals customer's phone number, or CaseNumber equals a data source value).
In the Matched records section, select the Pop matched record checkbox.
(Optional) If the applet retrieves multiple records, configure which record to pop (most recently updated, highest priority, or first match).
Save the Data Connector applet configuration.
(Optional) Test the interaction plan to verify the correct record pops.
Publish the interaction plan.
Best practice
Configure your search criteria to match against a unique identifier such as a phone number or account number. This ensures the correct record pops consistently and avoids multiple matches.
Configuring record popping for new records
Navigate to Interaction Plans Manager or Interaction Plans Architect and open the interaction plan.
Add a Data Connector applet before the interaction reaches the agent.
Configure the Data Connector applet to create a new record:
Select the CRM system.
Select Create new record as the action.
Select the object type (Case, Lead, Opportunity, Task).
Configure field values using interaction data, data sources, or static values.
Best practice
When creating new records, populate all required CRM fields to ensure the record is created successfully. Verify which fields are required in your CRM before configuring the applet.
In the Created record section, select the Pop created record checkbox.
Save the Data Connector applet configuration.
Testing before publishing
Test thoroughly before publishing the interaction plan. If the applet fails to create records due to missing required fields or validation errors, record popping will not occur, and agents may see incorrect customer information.
Publish the interaction plan.
Turning off record popping
Navigate to Interaction Plans Manager or Interaction Plans Architect and open the interaction plan containing the Data Connector applet.
Open the Data Connector applet configuration.
In the Matched records or Created record section, clear the Pop matched record or Pop created record checkbox.
Save the Data Connector applet configuration and publish the interaction plan.
Applet continues to function
The Data Connector applet will continue to create or retrieve records as configured, but records will no longer automatically pop in the Insights panel. Agent Workspace will use automatic phone number search instead (if applicable).
Configuring CRM activities (Zoho only)
CRM resources synchronization
Synchronize CRM resources in Integration Setup before before configuring CRM activities to ensure you have access to the latest object types and fields. For more information, see Configuring Customer 360.
Log in to the VCC Admin Portal.
Navigate to Business Apps > CRM Admin.
Locate your Zoho CRM and click Configure.
Locate the object type you want to configure and click the Related Activity icon.
Click + Add.
Enter a Display Name for the related record mapping.
Select the Resource Type from the drop-down.
Select the Reference Field from the drop-down.
Select the Display Fields from the drop-down, then click Done.
Click + Filters and define your filter criteria. For example:
Cases: Status = Open, Priority = High
Tasks: Due Date < 7 days from now
Events: Start Date > Today
Additional filters
You can add multiple filters per object type.
Toggle Filter Mapping on.
Click Save.
To learn more about how agents use CRM activities in the C360 panel, see Viewing and linking related records in Managing contacts and activities.
Troubleshooting
Symptom | Likely cause | Resolution |
|---|---|---|
CRM activities show too many results | Filters are not configured or are too broad. | Refine your filter criteria in CRM Admin. |
CRM activities show no results | Filters are too restrictive. | Broaden your filter criteria, for example by extending date ranges. |