About the screen pop behavior in 8x8 Work for Salesforce

Integration settings allow you to control how the 8x8 Work for Salesforce behaves during interactions. Based on permissions configured by your administrator, you can enable or disable specific options that affect call handling, screen behavior, and activity logging.

To access your integration screen pop and call log settings:

1. Log into Salesforce account.
2. Click the phone icon from the bottom of the screen.
3. If required, add your credentials then click Login.
4. Click the Settings icon from the top of the 8x8 Work for Salesforce integration app.
   
5. Select Integrations to view the options.
   You can only change interaction settings if permitted by the admin.

Integration settings

Settings	Description	Default state
Auto answer hard phone	Allows calls to be automatically answered if the headset supports it.	Enabled
Auto interaction log	Allows the integration to automatically create a Salesforce Task containing a detailed log of interaction data.	Enabled
Pop a record during an interaction	Controls the screen pop behavior while handling multiple concurrent inbound interactions. When enabled, during a second interaction, a single-match record screen pops. When disabled, during the second call, no contact screen pop displays. Note: This feature is for inbound interactions only and Inbound screen pop must be enabled.	Enabled
Outbound screen pop	Controls screen pop for outbound interactions. If enabled, when a user initiates an outbound interaction and a single-match record is found, then the matched record automatically displays. The matched record does not display if this option is disabled.	Enabled
Screen pop first record in list in multi-match	Automatically pop the first identified record in a multiple-match scenario when an inbound interaction is offered or an outbound interaction is initiated.	Disabled
Inbound screen pop	Controls when the screen pop shows for inbound interactions: Offered: when the phone rings. Connected: when the call connects. Never: no screen pop shows.	Offered
Search types	The integration searches Salesforce for existing selected record types. Account Contacts Lead Opportunity Case Include closed records	Enables for: Account Contacts

What happens when a match is found

If a single matching record is found, it opens in a new browser tab or window. You can review the contact details and prepare for the call.

This feature is called a screen pop.

When does a screen pop occur

• Inbound calls
• Outbound calls

Possible screen pop results

Depending on the search results, you may see:

• Single matching record: One matching record is found and it opens automatically.
• Multiple matching records: There are multiple matching records found. You must select the correct record from the list. By default, the call log is linked to the first record in the list. See How to select another record.
• No matching records: No screen pop appears if no match is found.

How to select another record

You can match a call to a different record when the current record is not the correct match, or when multiple matching records are available.

To match a call to a different record:

1. During a call, click Select another record from the 8x8 Work for Salesforce integration.
2. Search for and select a different record.
   -OR-
   If multiple records match the caller, select the correct record from the list to associate it with the call. By default, the first record in the list is associated with the call.
3. Click x to exit the matching records list.