Dialpad + Screen Pop

  • Updated

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 Call 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 Call 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

screenpopappsettings.gifKeep in mind that you're only able to enable screen pop for one CRM integration per Main Line, Department, or Call Center.

Next, you'll need to adjust your notifications. 

From the Dialpad app, head to your preferences. 

  1. Select Other Settings
  2. Navigate to Screen Pops for CRMs
  3. Check the box beside 'Automatically launch a new CRM tab when a matching record is found for an incoming caller'

Use Screen Pop (Example)

In this example, you'll see Salesforce open in a new tab to display the matching customer record.

Notice the Agent didn't manually launch Salesforce or look up a customer record. Dialpad's integration with the CRM platform allowed the matching customer record to surface automatically.



Can I use Screen Pop with emails?

Not out of the box. However, you can user 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.