Dialpad + Screen Pop
- 01 Aug 2024
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Dialpad + Screen Pop
- Updated on 01 Aug 2024
- 1 Minute to read
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Article summary
CRM platforms like Dialpad store customer information and use screen pop to display matching records when calls come in. Screen pop can be enabled for Shared Lines. Admins can set up screen pop for specific CRM integrations like Salesforce. To enable screen pop, go to Admin Settings, select the CRM integration, and choose to launch a new browser tab for incoming calls. Personal settings can be adjusted in the Dialpad app to automatically open CRM tabs for incoming calls. Screen pop for emails is not available by default but can be set up using APIs and trigger settings to create custom events for specific actions.
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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 can enable screen pop for Shared Lines including Main Lines, Departments, and Contact Centers. Once enabled, operators and agents can instantly access customer information without manually opening the CRM platform and searching for the relevant customer record.
Let's take a look at Screen Pop in Dialpad.
Who can use this feature
Dialpad’s Screen Pop integration is currently available to Ai Contact Center and Ai Sales customers, as well as Ai Voice users on a Pro or Enterprise plan.
Enable Screen Pop
To enable Screen Pop, head to your Admin Settings from Dialpad.com
Navigate to Main Line or Departments or Ai Contact Centers
Select Integrations
Navigate to the CRM integration that you'd like to enable screen pop for
The below screenshot is enabling Screen Pop for Salesforce.
Beside the integration, select Use to launch a new browser tab for incoming calls
Note
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.
From the Dialpad app:
Select your avatar
Select Preferences
Select Other Settings
Navigate to Screen Pops for CRMs
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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