Configuring Salesforce record popping in Vonage Contact Center

If you are using ContactWorld in Salesforce, ContactWorld locates information related to the current interaction in Salesforce. ContactWorld 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

ContactWorld then displays the related information in ContactPad.

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

If enabled for your account, you can customize Salesforce record popping for your account.

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