Opening a Salesforce record relating to a caller

If you are using Vonage Contact Center (VCC) in Salesforce, VCC locates information related to the current interaction in Salesforce. VCC 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

VCC then displays the related information in ContactPad.

If the agent is using the Service Cloud app in Salesforce Classic, VCC 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.


Depending on the number of Salesforce records found, whether you are using Salesforce Classic or Salesforce Lightning Experience and which type of app you are using, 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 using Salesforce Lightning Experience or a non-console app in Salesforce Classic, click this link to pop the record. This link remains in ContactPad until you have made or received another call.

    • If you are using a console app in Salesforce Classic, ContactWorld pops the record in the main console window. The call is automatically linked to this record.

  • If the search returns multiple records, ContactPad displays a link to the search results.

    • If you are using Salesforce Lightning Experience or a non-console app in Salesforce Classic, click this link to pop a search results page. The link remains in ContactPad until you have made or received another call.

    • If you are using a console app in Salesforce Classic, ContactWorld pops a search results page. Click to pop the record that you want in the main Service Cloud window. The call is automatically linked to the record you pop.

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.

Support and documentation feedback

For general assistance, please contact Customer Support.

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