🖥️ Tutorial

Using Screen Pops in Voice360

Screen Pops bring the right information to your team at the right moment. When a call comes in, ends, or any other phone event happens, Voice360 can automatically open a web page on the user's screen. That page can be a customer record in your CRM, a ticket form, a knowledge base article, or anything else that lives at a web address. The result is that your agents stop hunting for context and start every interaction already informed.

💡 What Screen Pops Are For

A few common ways businesses put Screen Pops to work:

→ Customer lookup on inbound calls. The moment a customer calls, your CRM opens to their account, with the call already linked.
→ Post call wrap up. When a call ends, a disposition or note taking page opens automatically so the agent can log the result before moving on.
→ Help desk ticket creation. The agent answers the call and a new ticket form opens already filled in with the caller information.
→ Sales prospecting. When an agent dials a lead, the lead profile pops open so they have full context before the prospect picks up.
→ Compliance and scripting. When a queue call is answered, an internal page opens with the script or disclosure the agent must read.

🔑 Who Can Create Them

Screen Pops are managed by administrators. Once an admin creates a pop and assigns it to one or more users, those users will see the pop fire automatically whenever the chosen event happens. Regular users do not need to install anything or change any settings on their end.

⚙️ How to Create a Screen Pop

Open Workspace Settings and select Screen Pops.

Click Add Screen Pop in the upper right corner.

Give the pop a clear name so your team knows what it does, for example "Open CRM on Inbound Call".

Choose the Trigger Event. This is the phone event that will cause the page to open. Common choices include Incoming External Call, User Answer, User Hangup, Call Ended, and Queue Member Answer.

Enter the URL Template, which is the web address you want to open. You can include placeholders that Voice360 will fill in automatically with information about the call. The most common placeholders are {CALLER_ID_NUMBER}, {DNIS}, {AGENT_NAME}, {AGENT_EXTENSION}, and {UNIQUEID}.

Pick how the page should open under Open Mode. New Tab is recommended for most use cases. Popup Window opens a separate small window. Embedded Iframe opens the page inside Voice360 itself.

Optionally set a Minimum Duration in seconds. The pop will be skipped if the call was shorter than that. This is useful for post call pops, where very short calls (such as accidental dials) should not trigger the page.

Choose which users should receive this pop. Leave the list empty to apply it to everyone in the workspace, or check specific users to limit it to a team or department.

Set the Status to Active and click Create Screen Pop. The pop is now live.

🎯 What Users See

When the trigger event happens, Voice360 will open the configured page in the user's browser, exactly the way the admin set it up. Users do not have to click anything. As long as Voice360 is open in their browser, the pop will fire automatically.

⚠️ One Time Browser Setup

The very first time a Screen Pop tries to open, the browser will probably block it. This is normal behavior for any web app that opens new windows. To fix it, click the small popup blocker icon that appears in the address bar and choose "Always allow popups from voice360.app". After that, every future pop will open without interruption.

🛠️ Managing Existing Pops

From the Screen Pops list, an admin can:

→ Search by name, event, or URL to find a specific pop.
→ Edit any field of an existing pop, including changing the URL, the event, or the assigned users.
→ Pause a pop without deleting it by switching its status from Active to Inactive.
→ Delete a pop entirely when it is no longer needed.

💡 Best Practices

→ Use descriptive names so you can tell pops apart at a glance, especially when you start adding several of them.
→ Start with one team or one user when testing a new pop, then expand it to the rest of the workspace once you are happy with the behavior.
→ Set a Minimum Duration on post call pops so that very short calls do not trigger the page and clutter your team's screen.
→ Prefer the New Tab open mode whenever possible. It is the most reliable across browsers and the easiest for users to manage.
→ Combine Screen Pops with your existing CRM or help desk to remove the manual lookup step at the start of every call.

Automatic Screen Pop Ups