Dialpad + Screen Pop

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.

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 

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

From the Dialpad app:

1. Select 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.