Softphone Layouts & Screen Pop Settings (Engage Legacy)

Engage CTI supports Salesforce "softphone layouts" within the call center configuration.

This gives Salesforce Administrators more flexibility and control over how the Search and Screen Pop behaves in different scenarios.

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Creating or Editing Softphone layouts

Log in to your Salesforce account.

Navigate to the Setup section.

Search for the "softphone layouts" using the Quick Search

Choose to edit an existing layout or create a new one.

About the Screen Pop Settings

Within the Softphone Layouts settings, Screen Pop settings are only setting that are relevant to EngageCTI.

To explore the Screen Pop settings click on the various ‘Screen Pop setting’ options and make necessary adjustments based on your requirements.

Define actions based on search scenarios. This Allows users to define actions based on search results. This feature enhances search functionality and offers more flexibility to customers.

For No Results Found: Choose the default behaviour or select other options like popping up to a new lead, contact, Visualforcepaget etc. For advanced configurations, opt to redirect to a visual force page or run a specific flow.

For Single Matching Record: Choose to pop directly to the screen's detail page, open a flow, or do nothing.

For Multiple Matches:  Set it to redirect users to the search page or Visualforce page or pop into a flow.

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Applying different rules for different users

Salesforce administrators can assign different Softphone Layouts to different User Profiles. Eg. You might have the Sales profile opening a New Lead or Contact and the Support profile opening a New Case.

For more information refer to the Salesforce Help Docs

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