Integration settings allow you to control how the 8x8 Work for Salesforce behaves during interactions. Based on permissions configured by your administrator, you can enable or disable specific options that affect call handling, screen behavior, and activity logging.
To access your integration screen pop and call log settings:
Log into Salesforce account.
Click the phone
icon from the bottom of the screen.If required, add your credentials then click Login.
Click the Settings
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Select Integrations to view the options.
You can only change interaction settings if permitted by the admin.
Integration settings
Settings | Description | Default state |
|---|---|---|
Auto answer hard phone | Allows calls to be automatically answered if the headset supports it. | Enabled |
Auto interaction log | Allows the integration to automatically create a Salesforce Task containing a detailed log of interaction data. | Enabled |
Pop a record during an interaction | Controls the screen pop behavior while handling multiple concurrent inbound interactions. When enabled, during a second interaction, a single-match record screen pops. When disabled, during the second call, no contact screen pop displays.
| Enabled |
Outbound screen pop | Controls screen pop for outbound interactions. If enabled, when a user initiates an outbound interaction and a single-match record is found, then the matched record automatically displays. The matched record does not display if this option is disabled. | Enabled |
Screen pop first record in list in multi-match | Automatically pop the first identified record in a multiple-match scenario when an inbound interaction is offered or an outbound interaction is initiated. | Disabled |
Inbound screen pop | Controls when the screen pop shows for inbound interactions:
| Offered |
Search types | The integration searches Salesforce for existing selected record types.
| Enables for:
|
What happens when a match is found
If a single matching record is found, it opens in a new browser tab or window. You can review the contact details and prepare for the call.
This feature is called a screen pop.
When does a screen pop occur
Inbound calls
Outbound calls
Possible screen pop results
Depending on the search results, you may see:
Single matching record: One matching record is found and it opens automatically.
Multiple matching records: There are multiple matching records found. You must select the correct record from the list. By default, the call log is linked to the first record in the list. See How to select another record.
No matching records: No screen pop appears if no match is found.
How to select another record
You can match a call to a different record when the current record is not the correct match, or when multiple matching records are available.
To match a call to a different record:
During a call, click Select another record from the 8x8 Work for Salesforce integration.
Search for and select a different record.
-OR-
If multiple records match the caller, select the correct record from the list to associate it with the call. By default, the first record in the list is associated with the call.Click x to exit the matching records list.
