Talkdesk Healthcare Experience Cloud supports event-based screen pop for the Epic integration. When an agent answers a call in Talkdesk, the relevant patient context opens automatically in Epic’s Hyperspace, without the agent having to press any buttons. This saves agents valuable time and allows them to start helping the patient sooner.
Talkdesk Administrators can now configure which call events trigger the screen pop directly in Industries Settings, using the “Auto Screen Pop Events” field. With this improvement, screen pops are triggered through a faster, more direct flow, and no longer require Automation rules to be created in the Builder.
How It Works
When a call event occurs (for example, an agent answers an inbound call, or a call is transferred between agents), Talkdesk automatically triggers the screen pop in Epic for the events you have enabled. The behavior can be toggled per call event, so you control exactly which scenarios open the patient context on the agent’s screen.
Supported Events
The following events are currently available in the “Auto Screen Pop Events” field:
| Event | Description |
| call_answered | Triggers the screen pop when an agent answers an inbound call. |
| call_transfer_answered | Triggers the screen pop when a call is transferred between agents and the receiving agent answers. |
Configuring Auto Screen Pop Events
To enable automatic screen pop, please follow the steps below:
- Go to Industries Settings and locate the field called “Auto Screen Pop Events”.
- Select the event(s) you want to use to trigger the screen pop.
- Click Apply to save the changes.
Accounts Currently Using Automations
If your account already triggers screen pops through an Automation in the Builder, configure the events in Industries Settings first, and then disable the corresponding Automation(s).
It is safe to configure the events in Industries Settings while the Automations are still active. During the transition, both configurations may generate a screen pop event, but only one of them is processed - agents will not see duplicate screen pops.
It is also possible to keep one event running through an Automation and a different event running through Industries Settings. In that case, please make sure each event is configured in only one of the two places - either the Automation or Industries Settings.
Benefits
- Faster screen pops: the patient context opens in Epic sooner after the agent answers, thanks to a more direct triggering flow.
- Simpler setup: no Automation rules are required — the configuration lives in a single field in Industries Settings.
- More flexibility: the behavior can be enabled per call event, covering inbound calls and transfers between agents.
Important Note: If you need assistance with this configuration, or if an event you require is not available, please contact your Talkdesk representative or open a Customer Care ticket.