Here is how to set up screen pops with a softphone layout for an Open CTI or partner phone adapter. The layout decides what records pop for inbound calls, and you assign it to the profiles that should use it.
- Create or edit a softphone layout
In Setup, search for Softphone Layouts. Create a new layout or edit an existing one, and give it a clear name like Support Inbound. This is the object that holds your screen pop rules.
- Pick the call type and objects to search
Choose the Inbound section, since that is where screen pops apply to incoming calls. Add the objects you want searched by caller number, such as Contact, Lead, and Account, and select the fields to display in the softphone.
- Set the screen pop rules per outcome
Define what happens for a single match, multiple matches, and no match. A typical setup pops the matched record on a single match, a search page on multiple matches, and a new-record or object-home page when nothing matches.
- Assign the layout to profiles
Use the Softphone Layout Assignment to map this layout to the user profiles that should use it. Save, then test with a real inbound call to confirm the right record pops before rolling it out.
What pops when one record matches the call. Usually set to pop the matched record directly so the agent sees the customer.
What pops when several records share the number. Commonly a search results page so the agent chooses the correct record.
What happens when nothing matches. Options include doing nothing, popping an object home page, or popping a pre-filled new-record screen.
Controls whether pops open in the existing window or a new one. Lightning Experience always uses the existing window regardless of this setting.
The call data shown in the softphone, such as ANI, DNIS, SEGMENT, and QUEUE, which can also feed the search behind the pop.
- Lightning Experience ignores the New browser window or tab option for screen pops and always opens them in the existing window.
- Softphone layouts are assigned by profile, so a user with no assigned layout gets the default one, which may not pop what you expect.
- A pop only works if the caller number actually matches a stored record, so phone-number data hygiene directly affects single-match rates.
- For Service Cloud Voice, prefer the Add Screen Pop action in an Omni-Channel flow over a static layout when you need branching logic.