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Salesforce Call Center Tips: Manage your Screen Pops

By Rich Loen  /  Published on August 29, 2018

If you're using InGenius Connector Enterprise for Salesforce Lightning, you are familiar with "screen pops" - the automatic navigation to the lead or contact who is calling in. This can be really helpful, but you may not always want incoming calls to pop to a different Salesforce Lightning screen - or - you might just want the pop to open in a new window or tab. This post will show you where to make changes to your Salesforce screen pop settings.

As usual, when you want to make changes to the Salesforce Lightning call center, you must log in as the Salesforce Administrator, or have your Salesforce Administrator make these changes for you.

Navigate to Setup → Platform Tools - Feature Settings → Service → Call Center → Softphone Layouts.

Once you've selected Softphone Layouts, click through the "Say Hello to Salesforce Call Center" splash screen if it appears.

On the Softphone Layouts page, click on Edit next to the Standard SoftPhone Layout option, or whichever Softphone Layout is selected as "Default".

Scroll to the bottom of the page below the heading "Screen Pop Settings". This is where you can make changes to the screen pop settings. Click on Edit next to any of the settings to see your options, and test out some different configurations to see which works best for you!