Migrate Screen Pop
Replace the Open CTI screen pop pattern with an Omni-Channel flow screen pop action.
The Open CTI pattern looks like this:
The screen pop in Salesforce Voice is a declarative Omni-Channel Flow action triggered at routing time, server-side. You configure it using Flow Builder, not adapter JS.
Screen pops don’t work with apps that use standard navigation. Screen pops work only if a service rep is accepting work from an app using console navigation.
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In Setup, enter Flows in the Quick Find box, then select Flows.
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Click New Flow, then search for and select Omni-Channel Flow.
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Configure the flow by adding elements and actions. Your flow will be unique to your business logic.
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Save and activate your flow.
- From Setup, enter Contact Centers into the Quick Find box, then select Partner Telephony Contact Centers.
- Select your contact center.
- Under Channels, select your channel and edit the Routing information to assign the flow.
| Open CTI Call | Omni-Channel Flow Equivalent |
|---|---|
screenPop(SCREENPOP_TYPE.SOBJECT, recordId) | Route Work → Screen Pop → SObject Record |
screenPop(SCREENPOP_TYPE.SEARCH_PAGE, params) | Route Work → Screen Pop → Search |
screenPop(SCREENPOP_TYPE.NEW, defaultFields) | Route Work → Screen Pop → New Record + field prepopulation |
screenPop(SCREENPOP_TYPE.URL, url) | Route Work → Screen Pop → URL |
Custom lookup + screenPop | Get Records (Contact/Account by phone) + Route Work → Screen Pop |
- Salesforce Help: Add a Screen Pop Action to a Flow
- Salesforce Help: Use Multiple Screen Pop Actions in a Flow — useful when you need conditional pops based on call attributes (caller is known vs. unknown, calling for different products, etc.)