Opening a Salesforce record relating to a caller

Owned by Helen Griffith
Last updated: Mar 18, 2020
1 min read

If you are using ContactWorld in Salesforce, ContactWorld locates information related to the current interaction in Salesforce. ContactWorld locates information at the following times:

  • When routing an interaction to an agent
  • When an agent makes an outbound call
  • When an agent responds to an interaction

ContactWorld then displays the related information in ContactPad.

If the agent is using the Service Cloud app in Salesforce Classic, ContactWorld also displays, or pops, the related information in the main browser window. This related information might be an individual Salesforce record or a list of multiple related records.


ContactWorld searches through the Salesforce records database using the caller's CLID. 

Depending on the number of Salesforce records found, one of the following events occurs:

  • If the search returns no results, a 'No matches found' message appears in ContactPad.

    The search returns no results if a caller withholds their telephone number.

    Vonage Contact Center does not pop a page.

  • If the search returns one result, ContactPad displays a link to the found record.
    If you are not using Service Cloud, click this link to pop the record. This link remains in ContactPad until you have made or received another call.
    If you are using Service Cloud in Salesforce Classic, Vonage Contact Center pops the record in the main Service Cloud window. The call is automatically linked to this record.

If the search returns no results, or you want to relate the call to a different record, you can open a record manually. You can locate the required record using either Salesforce views or Salesforce search.

The record that you open manually is not automatically linked to the call.

To link this record to the call click Log a Call. Click the Link call to name button to link the call with the record.

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For general assistance, please contact Customer Support.

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