Configuring record popping in Customer 360 in the Insights panel

Customer 360 in the insights panel in Agent Workspace shows context-based contact information relating to an agent’s current interaction. When a Vonage Contact Center account has been integrated with one or more CRM systems and an agent receives an inbound interaction, related information in the CRM systems may appear in the insights panel. For more information about the insights panel and integrating CRM systems, see Insights panel in Agent Workspace and Configuring Customer 360 in the Insights panel in Agent Workspace.

Configuring record popping

By default, Agent Workspace can find and display related information using the contact’s phone number. Alternatively, you can configure the interaction plan that routes interactions to agents in Agent Workspace to create a new or locate an existing record in the CRM system. Agent Workspace can then open ('pop') that record in the insights panel.

To configure record popping in Customer 360 in the Insights panel, you must create a Data Connector applet that creates a new or gets an existing record in one of the supported CRMs. For information about creating this applet, see Creating a record in an integrated and linked CRM system or Retrieving data from an integrated and linked CRM system.
In the Created record or Matched records section, select Pop created record or Pop matched record. (To turn record popping off, clear Pop created/matched record.)

Open

Open

Continue configuring the applet as required.

When you have finished, include the applet in an appropriate place within the interaction plan used to route interactions to agents in Agent Workspace.