CRM screen popping

How screen popping works

When a call comes in, Connect looks for a matching contact in the CRM systems you've linked. If it finds one, the incoming call notification carries a link to that record. Click the link and the record opens in your CRM.

Automatic screen popping

You can have Connect open the record for you instead, as soon as you answer.

1. Click Settings then CRM Settings.

2. Set Automatically open CRM records when calls are answered? to Yes.

3. Click Save.

Troubleshooting

Chrome is blocking the pop-up

Because screen popping opens a new tab on its own, Chrome will block it unless the site is allowed to. If Connect has clearly matched the contact but nothing opens, check these permissions.

1. Click the View site information button at the left of the address bar.

2. Click Settings.

3. Click More settings and permissions.

4. Set both Pop-ups and redirects and Intrusive ads to Allow.

If you use the installed desktop app rather than Chrome, the permissions live in a different place. See Screen popping in the desktop app.

Connect isn't finding the contact at all

Connect matches callers by phone number, so it needs to know how your CRM stores those numbers. If the format doesn't match, no record is found and there's nothing to pop.

1. Click Settings.

2. Click CRM Settings.

3. Choose the format your CRM uses from the Phone Number Format dropdown. The options are international (E.164), international with spaces, national with spaces, and national without spaces.

4. Click Save.

This works best if your CRM stores numbers consistently. Records saved in a different format from the one you pick here won't be matched.