Salesforce record display and popping in Vonage Contact Center

If the caller withholds their CLID on an inbound call, ContactWorld cannot use their CLID to locate a Salesforce record.

Default popping behavior

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.