Note: This Announcement was originally published in 2017. The feature announced below is currently available for fully integrated apps (Salesforce, Zendesk, ServiceNow, and Dynamics 365) and it is generally mentioned as Contact Pop.
In addition to the fully integrated apps (Salesforce and Zendesk), agents can now also take further advantage of Talkdesk Callbar with any other integration they are using, including home grown CRMs, as long as contact sync is configured.
Callbar allows agents to pop a contact from any integration with contact sync enabled, including the following.
- Zoho CRM
When making or receiving calls using Callbar, clicking the arrow badge next to the caller’s avatar will open their contact page on a new browser tab for any integration.
Setting up Screen Pop
First, admins must add an integration and enable its contacts to sync to Talkdesk.
Once complete, it is added to a list of available Callbar Integrations in an agent’s edit page (i.e., Admin > Agents > Select an agent).
Admins are also able to assign agents’ default Callbar Integration through bulk actions once an integration is connected.
By assigning one of the listed options as an agent’s default Callbar integration, admins will allow that agent to open and search contacts on the selected integration straight from the Callbar.
The agent’s Callbar will display a badge showing the selected integration’s default logo. Agents can click the logo when making or receiving a call to open the contact's profile on the integration.
Learn more about screen pop in the article Client Integration Screen Pop.