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Version: 2.11

Flow Configuration

This guide describes how to use the WxCC flow designer to interact with the b+s Connects for Service Cloud Voice gadget.

Screen Pop​

A "Screen Pop" node is available in the WxCC Flow. It can be used to trigger a screen pop inside Service Cloud Voice or in a separate window.

Further information on this function can be found in the Flow Designer documentation.

Screen Pop in a separate window​

  • Absolute URL

An absolute URL includes the full web address (protocol + domain + path), for example: https://crm.example.com/record/12345

When an absolute URL is provided in the Screen Pop node, the new browser tab will be open, to display that page.

  • Relative URL or Record ID

A relative URL only specifies the path within the CRM system, without the domain part, for example: /record/12345

This usually refers to internal CRM elements like:

  • A CRM record
  • A Visualforce page

A Record ID is a unique identifier that Salesforce automatically assigns to every record (like an Account, Contact, Opportunity, Case, or any custom object) when it’s created, for example: 0LQFS000003zA8n4AE (Voice call Record ID)

When a relative URL or a Record ID is used, the Screen Pop target setting (New Browser Tab, Existing Browser Tab, or Inside Desktop) is ignored. Instead, the page will open as a new CRM tab inside the CRM interface. The same behavior applies when a Record ID is provided.

  • Screen Flow URLs

If the URL points to a screen flow, you must provide an absolute URL in the Screen Pop node. The screen flow will open in a new browser tab, not inside the CRM tab.

To open the screen pop in a separate window an absolute URL must be provided in the "Screen Pop" node. The queryParameters will be appended as search parameters to the URL.

The following modes are supported:

  • New browser tab
    Always opens a new browser tab.

  • Existing browser tab
    On the first Existing browser tab screen pop, a new browser tab is opened. That tab will be the dedicated tab for subsequent Existing browser tab screen pops and the URL will be refreshed within that specific browser tab.

  • Inside Desktop
    Is handled the same way as New browser tab.

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The currently opened page can prevent a redirect. In that case an Existing browser tab screen pop opens in a new browser tab.