Dialpad + Screen Pop
    • 02 Aug 2023
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    Dialpad + Screen Pop

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    Article Summary

    CRM platforms such as Dialpad, Salesforce, and HubSpot store customer information and use screen pop to automatically open matching customer records when a call comes in. Screen pop can be enabled for shared lines, main lines, departments, and AI contact centers. This feature allows users to access customer information without manually searching for it in the CRM platform. To enable screen pop in Dialpad, go to Admin Settings, select the CRM integration, and choose to launch a new browser tab for incoming calls. Personal settings can also be adjusted in the Dialpad app. Screen pop is not available for emails out of the box but can be created using APIs and trigger settings to open specific Salesforce pages.

    CRM platforms such as Salesforce, HubSpot, and Microsoft Dynamics store records containing customer-related information and use screen pop to automatically launch a matching customer record as soon as the call starts ringing.

    Admins are able to enable screen pop for Shared Lines including Main Lines, Departments, and Contact Centers. It allows for Operators and Agents to immediately gain access to customer-related information without needing to manually open the CRM platform and find the matching customer record.

    Let's take a look at screen pop in Dialpad.

    Who Can Use This Feature
    Screen Pop is available to Dialpad Ai Voice, Ai Sales, and Contact Center customers on the Pro and Enterprise plans.

    Enable Screen Pop

    To enable Screen Pop, head to your Admin Settings from Dialpad.com

    1. Navigate to Main Line or Departments or Ai Contact Centers
    2. Select Integrations
    3. Choose the CRM integration that you'd like to enable screen pop for
    4. Select Use to Launch a New Browser Tab for Incoming Calls 

    Your title goes here
    You can only enable screen pop for one CRM integration per Main Line, Department, or Contact Center.

    Once Screen Pop has been enabled for the line, it's time to adjust your personal settings. 

    1. From the Dialpad app, click your avatar
    2. Select Preferences 
    3. Select Other Settings
    4. Navigate to Screen Pops for CRMs
    5. Check the box beside Automatically launch a new CRM tab when a matching record is found for an incoming caller

    Frequently Asked Questions 

    Can I use Screen Pop with emails?

    Not out of the box. However, you can use our APIs and trigger settings to create Screen Pop for emails. You'd need to create a custom event subscription using trigger settings to call the Dialpad Screen Pop API to then open a specific Salesforce page. Learn more about our APIs and developer tools here.

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