How screen popping works

When you receive a call, Connect will try to find a matching contact from your configured CRM integrations.

If a contact is found, you'll see a CRM link on the incoming call notification. Click the link to open the record in your CRM system.

Automatic screen popping

You can also configure Connect to automatically open matching contacts in your CRM system when a call is received.

1. To configure automatic screen popping, click Settings then CRM Settings.

2. Select Yes in the Automatically open CRM records when calls are answered? dropdown.

3. Click Save.

Troubleshooting

Chrome permissions

Chrome permissions can prevent CRM screen popping from working as expected. If you find that screen popping doesn't occur as expected, even if a contact has been identified, try the following steps:

1. Click the View site information button

2. Click Settings

3. Click More settings and permissions

4. Make sure both of these options are set to Allow

CRM phone number format

If Connect isn't finding contact records from your CRM, check that your phone number format setting is correct.

1. Click Settings

2. Click CRM Settings

3. Select the correct format from the dropdown

4. Click Save