Configure Screen Pops in Agent for Salesforce

This is the fourth step of setting up Agent Embedded in Salesforce. This step is optional. You can skip to the next step: configure workflows.

When an agent receives an interactionClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation., CXone Mpower Agent Embedded for Salesforce (Agent for Salesforce) can display a screen popClosed A configurable pop-up window with information about the contact. It appears on an agent's screen after a certain event, usually when the agent connects to a contact. to the agent. You can configure the following kinds of screen pops:

  • Pinned Salesforce records
  • Salesforce flows
  • URLs
  • Visualforce pages
  • Salesforce search pages
  • Object home pages
  • List views
  • New record forms

Configure Salesforce Record Screen Pops

You can configure created records to automatically appear as screen popsClosed A configurable pop-up window with information about the contact. It appears on an agent's screen after a certain event, usually when the agent connects to a contact. in Salesforce. This is part of configuring Salesforce workflows.

  1. Open the Snippet for Create Workflow SNIPPET action in your script.

  2. In the workflow payload, copy this line of code and paste it before DYNAMIC create[RecordName]Payload:

    						
createPayload.screenPop = "true"

    Make sure that createPayload matches the earlier lines in your workflow. For example, if you're using the standard Create Case workflow, this line should be createCase.screenPop = "true".

  3. Save your script.

Configure Flow Screen Pop

Agent for Salesforce can display a screen popClosed A configurable pop-up window with information about the contact. It appears on an agent's screen after a certain event, usually when the agent connects to a contact. to a flow in Salesforce. This is an option when interactionsClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. are delivered to the same browser tab where Agent for Salesforce is active.

This type of screen pop uses a CustomEvent action. If your script requires more than one custom event, use a new instance of CustomEvent for each one.

  1. In Studio, open the script you modified for Salesforce integration.

  2. Add a SNIPPET action to the script after the ONANSWER or ONASSIGNMENT action.

  3. Change the SNIPPET action's Caption property to indicate its purpose, such as Screen Pop to Flow.

  4. Open the snippet action's editor and add the following code:

    
DYNAMIC payloadJSON

payloadJSON.contactId="{contactid}"
payloadJSON.data.popType = "poptoflow"
payloadJSON.data.params.flowDevName = "[Flow_Name]"
payloadJSON.data.params.flowArgs = "firstName=[First_Name]&ani={ANI}&lastName=[Last_Name]"

ASSIGN reqPayload="{payloadJSON.AsJson()}"

    In this snippet:

    • popType: This must be set to poptoflow so the screen pop contains a flow.

    • flowDevName: Replace [Flow_Name] with the API name of the flow you want to pop.

      1. In Salesforce, click Setup Image of gear icon with lightning bolt inside. in the top right.

      2. Use the Quick Find box to search for Flows, and then click Flows under Process Automation.

      3. Select the flow you want to pop.

      4. In the Flow Builder, click Settings icon of a gear. in the top left.

      5. Locate the flow's API name in the Orchestration API Name field.

    • flowArgs: Enter one or more arguments to pass as a query string in the URL. This is an optional property.
  5. Add a CustomEvent action after the Screen Pop to Flow SNIPPET action.

  6. Change the CustomEvent action's Caption property to indicate its purpose, such as Send Screen Pop to Flow.

  7. Configure the CustomEvent action's EventName property with ScreenPopCustomSettings. Do not use a different event name.

  8. Save your script.

Configure a URL Screen Pop

Agent for Salesforce can display any URL as a screen popClosed A configurable pop-up window with information about the contact. It appears on an agent's screen after a certain event, usually when the agent connects to a contact.. To set up this type of screen pop, use the POPURL action in your script. If you want to pop more than one page, you need a POPURL action for each.

Third-party URLs always pop to a new browser tab. Salesforce URLs can pop in the current Salesforce Lightning tab or a new tab, depending on how the agent has configured the Panel Open in Browser setting.

The following images show script examples for voice and digital scripts.

Desktop Studio voice script: 

A script showing the PopURL action for screen pops.

Desktop Studio digital script:

A script with the PopURL action for screen pops.

Studio voice script: 

A script with the PopURL action for screen pops.

Studio digital script: 

A script with the PopURL action for screen pops.

  1. In Studio, open the script you modified for Salesforce integration.

  2. Add a POPURL action to the script after the ONANSWER or ONASSIGNMENT action.

  3. Configure the POPURL action's URL property with the URL of the page you want to screen pop to agents.

  4. Save your script.

Configure a Visualforce Screen Pop

You can use this option to display Visualforce pages as screen popsClosed A configurable pop-up window with information about the contact. It appears on an agent's screen after a certain event, usually when the agent connects to a contact..

This type of screen pop uses a CustomEvent action. If your script requires more than one custom event, use a new instance of CustomEvent for each one.

  1. In Studio, open the script you modified for Salesforce integration.

  2. Add a SNIPPET action to the script after the ONANSWER or ONASSIGNMENT action.

  3. Change the SNIPPET action's Caption property to indicate its purpose, such as Screen Pop to Visualforce.

  4. Open the snippet action's editor and add the following code:

    
DYNAMIC payloadJSON

payloadJSON.contactId="{contactid}"
payloadJSON.data.popType = "popvisualforcepage"
payloadJSON.data.params.url = "[VisualforceAPIname]?&_c={contactid}&ani={ANI}"

ASSIGN reqPayload="{payloadJSON.AsJson()}"
				​

    In this snippet:

    • popType: This must be set to popvisualforcepage so the screen pop contains the Visualforce page.

    • url: Enter the Visualforce page's API name in the [VisualforceAPIname] placeholder. For example, vjSamplePage?&c={contactid}&ani={ANI}. The query parameters beginning with ?&c= are optional.

      1. In Salesforce, click Setup Image of gear icon with lightning bolt inside. in the top right.

      2. Use the Quick Find box to search for Visualforce Pages, then click Visualforce Pages.

      3. Locate the Visualforce page's API name in the Name column.

  5. Add a CustomEvent action after the Screen Pop to Visualforce SNIPPET action.

  6. Change the CustomEvent action's Caption property to indicate its purpose, such as Send Screen Pop to Visualforce.

  7. Configure the CustomEvent action's EventName property with ScreenPopCustomSettings. Do not use a different event name.

  8. Save your script.

Configure a Search Screen Pop

You can have a Salesforce search page appear as a screen popClosed A configurable pop-up window with information about the contact. It appears on an agent's screen after a certain event, usually when the agent connects to a contact. when the agent receives an interactionClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.. This search page displays the results for a search string you configure.

This type of screen pop uses a CustomEvent action. If your script requires more than one custom event, use a new instance of CustomEvent for each one.

  1. In Studio, open the script you modified for Salesforce integration.

  2. Add a SNIPPET action to the script after the ONANSWER or ONASSIGNMENT action.

  3. Change the SNIPPET action's Caption property to indicate its purpose, such as Screen Pop to Search.

  4. Open the snippet action's editor and add the following code:

    
DYNAMIC payloadJSON

payloadJSON.contactId="{contactid}"
payloadJSON.data.popType = "searchstring"
payloadJSON.data.params.searchString = "[string]"

ASSIGN reqPayload="{payloadJSON.AsJson()}"
				​

    In this snippet:

    • popType: This must be set to searchstring so the screen pop contains the search page.
    • searchString: Enter the search string. The minimum length is three characters.
  5. Add a CustomEvent action after the Screen Pop to Search SNIPPET action.

  6. Change the CustomEvent action's Caption property to indicate its purpose, such as Send Screen Pop to Search.

  7. Configure the CustomEvent action's TargetAgent property with {agentid}.

  8. Configure the CustomEvent action's EventName property with ScreenPopCustomSettings. Do not use a different event name.

  9. Configure the CustomEvent action's PersistInMemory property with False.

  10. Configure the CustomEvent action's Data property with {reqPayload}.

  11. Save your script.

Configure an Object Home Screen Pop

You can have the home page of a Salesforce record, or object, appear as a screen popClosed A configurable pop-up window with information about the contact. It appears on an agent's screen after a certain event, usually when the agent connects to a contact. when the agent receives an interactionClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.. The object home page lists all the records for that record type. For example, if you screen pop to the home page of the account object, that home page lists all the account records in your Salesforce instance.

This type of screen pop uses a CustomEvent action. If your script requires more than one custom event, use a new instance of CustomEvent for each one.

  1. In Studio, open the script you modified for Salesforce integration.

  2. Add a SNIPPET action to the script after the ONANSWER or ONASSIGNMENT action.

  3. Change the SNIPPET action's Caption property to indicate its purpose, such as Screen Pop to Object Home.

  4. Open the snippet action's editor and add the following code:

    
DYNAMIC payloadJSON

payloadJSON.contactId="{contactid}"
payloadJSON.data.popType = "objecthome"
payloadJSON.data.params.scope = "[record API name]"

ASSIGN reqPayload="{payloadJSON.AsJson()}"
				​

    In this snippet:

    • popType: This must be set to objecthome so the screen pop contains the record's home page.

    • scope: Enter the record's API name, such as account, case, or lead.

      To find the API name for the record, open Salesforce and navigate to Setup Image of gear icon with lightning bolt inside. > Object Manager. Click the record's name. On the Details page that opens, find the API Name.

  5. Add a CustomEvent action after the Screen Pop to Object Home SNIPPET action.

  6. Change the CustomEvent action's Caption property to indicate its purpose, such as Send Screen Pop to Object Home.

  7. Configure the CustomEvent action's EventName property with ScreenPopCustomSettings. Do not use a different event name.

  8. Save your script.

Configure a List Screen Pop

You can have the list view of a Salesforce record appear as a screen popClosed A configurable pop-up window with information about the contact. It appears on an agent's screen after a certain event, usually when the agent connects to a contact. when the agent receives an interactionClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.. List views include New This Week, Recently Viewed, and any custom list views you've configured.

This type of screen pop uses a CustomEvent action. If your script requires more than one custom event, use a new instance of CustomEvent for each one.

  1. In Studio, open the script you modified for Salesforce integration.

  2. Add a SNIPPET action to the script after the ONANSWER or ONASSIGNMENT action.

  3. Change the SNIPPET action's Caption property to indicate its purpose, such as Screen Pop to List.

  4. Open the snippet action's editor and add the following code:

    
DYNAMIC payloadJSON

payloadJSON.contactId="{contactid}"
payloadJSON.data.popType = "list"
payloadJSON.data.params.listViewId = "[list API name]"
payloadJSON.data.params.scope = "[record API name]"

ASSIGN reqPayload="{payloadJSON.AsJson()}"
				​

    In this snippet:

    • popType: This must be set to list so the screen pop contains the record's list view.

    • listViewId: Enter the list's API name, including the namespace in the prefix. For example, Test__MyOpenCases.

      1. In Salesforce, open the list view you want to screen pop.

      2. Click List View Controls icon of a gear. in the top right, then click Rename.

      3. Locate the list view's API name in the List API Name field.

    • scope: Enter the record's API name, such as account, case, or lead.

      To find the API name for the record, open Salesforce and navigate to Setup Image of gear icon with lightning bolt inside. > Object Manager. Click the record's name. On the Details page that opens, find the API Name.

  5. Add a CustomEvent action after the Screen Pop to List SNIPPET action.

  6. Change the CustomEvent action's Caption property to indicate its purpose, such as Send Screen Pop to List.

  7. Configure the CustomEvent action's EventName property with ScreenPopCustomSettings. Do not use a different event name.

  8. Save your script.

Configure a New Record Form Screen Pop

If no matching records are found in a search, you can have the form to create a new Salesforce record appear as a screen popClosed A configurable pop-up window with information about the contact. It appears on an agent's screen after a certain event, usually when the agent connects to a contact..

This type of screen pop uses a CustomEvent action. If your script requires more than one custom event, use a new instance of CustomEvent for each one.

  1. In Studio, open the script you modified for Salesforce integration.

  2. Add a SNIPPET action to the script after the ONANSWER or ONASSIGNMENT action.

  3. Change the SNIPPET action's Caption property to indicate its purpose, such as Screen Pop to New Record Form.

  4. Open the snippet action's editor and add the following code:

    
DYNAMIC payloadJSON
DYNAMIC fieldValues

payloadJSON.contactId="{contactid}"
payloadJSON.data.popType = "newrecordmodal"
payloadJSON.data.params.entityName = "[record API name]"
fieldValues.Phone = "{ANI}"
payloadJSON.data.params.defaultFieldValues = "{fieldValues.AsJson()}"

ASSIGN reqPayload="{payloadJSON.AsJson()}"
				​

    In this snippet:

    • popType: This must be set to newrecordmodal so the screen pop contains the form to create a new record.

    • entityName: Enter the record's API name, such as account, case, or lead.

      To find the API name for the record, open Salesforce and navigate to Setup Image of gear icon with lightning bolt inside. > Object Manager. Click the record's name. On the Details page that opens, find the API Name.

    • defaultFieldValues: Include this property to pre-populate the fields in the new record form. For example, the code above populates the Phone field with the {ANI} variable. This is an optional property.

  5. Add a CustomEvent action after the Screen Pop to New Record Form SNIPPET action.

  6. Change the CustomEvent action's Caption property to indicate its purpose, such as Send Screen Pop to New Record Form.

  7. Configure the CustomEvent action's EventName property with ScreenPopCustomSettings. Do not use a different event name.

  8. Save your script.

The next step of setting up Agent Embedded in Salesforce is to configure workflows.