Screen pop CRM records

To create an inbound script that works cooperatively with Architect and uses the screen pop feature to display CRM records, follow these steps:

  1. Click Admin.
  2. Under Contact Center, click Scripts.
  3. Click Create.
  4. Name the script Pop URL and under Select A Template, choose Blank Script.
    The script editor appears.
  5. Next, define a variable to receive customer ID information from Architect.
    On the right side of the script editor, click Variables .
  6. To add a new variable, click Add Variable  and then under Basic Types, click the String data type.
  7. In the Name box, type ContactID and optionally enter a description.
  8. Enable Input. 
  9. Click Apply.
    Note: Make note of the variable name. You provide it later to the person responsible for creating the Architect call flow portion of this solution.
  10. Next, define the action required to open the customer record in the CRM.
    Click Actions .
  11. To add a new action, click Add Action .
    The Custom Action editor appears.
  12. In the Custom Action Name box, type Open CRM URL.
  13. Click Add Step.
  14. Expand the Scripter list and click Open URL.
  15. Under Scripter.Open URL, in the URL box type the following: https://my.salesforce.com/{{ContactID}}.
    Replace my.salesforce.com with the URL of an actual CRM server.
    Notes:
      • The script editor appends the value of the ContactID to the address, to open the customer’s specific record.
      • This action type requires HTTPS.
  1. To save the action, click Save.
  2. From the Script list, click Script Properties.
    On the right side of the script editor, the Script Properties panel appears.
  3. Under Features, expand and enable Inbound.
  4. At the bottom of the Start Page, click Page Properties .
    On the right side of the script editor, the Script Properties panel appears.
  5. Under Page Load Action, click No Action Selected.
    On the left side, the Select Action panel appears.
  6. Expand the Custom list and click Open CRM URL.
  7. From the Script list, click Save.
  8. From the Script list, click Publish.