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During a call in Conversations, your agents can pop the record of the caller’s contact in Salesforce. 

To enable this feature, please follow the steps below:

1. In your Talkdesk account, go to the Admin section and select Agents [1].

2. Select the agents who are using the Talkdesk for Salesforce integration (T4SF) and should be able to do the contact pop.

3. Go to Actions and choose Client Integration [2].

4. Tick Salesforce and click Save.

5. It is also possible to select an agent to edit in point 1 and choose Salesforce as their client integration.

Now, the agent can see the icon, in Conversations, that will pop the contact in Salesforce on a call. 

To pop the contact in Salesforce, you need to first make sure that a contact is selected in the dropdown and then click on the cloud icon.

Notes:

• The agent needs to be logged in to CTI in Salesforce with the Phone widget showing as Connected for this feature to work.

• The icon to pop the contact only appears if the contact calling exists in Salesforce and is synced with Talkdesk. Otherwise, the agent will only be able to create a new contact in Talkdesk.