This is the softphone layout route, still valid if you run an Open CTI adapter today. On a new build, use the Add Screen Pop action in an Omni-Channel flow instead.
- Open Softphone Layouts
In Setup, type Softphone Layouts in the Quick Find box and select it. Click New, or Edit an existing layout.
- Pick the call type
Choose Inbound, Outbound or Internal. Each type keeps its own screen pop rules, so configure them one at a time.
- Choose what gets searched
Add the objects Salesforce should match the call data against, such as Contact and Case. Pick the fields to show on a single match.
- Set the three match rules
Under Screen Pop Settings, click Edit beside each record-matching row. The three rows are independent, so a row you skip keeps its default.
- Assign it to profiles
Save, click Layout Assignment, and map each profile to a layout. Place a live test call before rolling it out.
Don't pop any screen, Pop detail page, Pop to Visualforce page, or Pop to flow. Pop detail page is the sane default.
Same list, but Pop to search page replaces the detail page. Let the rep pick.
Same list again, with Pop to new in place of the detail page, opening a blank record for an unknown caller.
Existing browser window, or New browser window or tab. Lightning Experience ignores the second one.
- A user with no assigned layout falls back to the Salesforce default, so Layout Assignment has to cover every profile that answers calls.
- The search only looks at the objects you added to this layout. A number stored anywhere else comes back as no match.
- Pop to Visualforce page and Pop to flow each point at one named target. Rename or deactivate it and the rule breaks.
