Using Multiple Add Screen Pop Actions in an Omni-Channel Flow

To send screen pop instructions from all Add Screen Pop actions to the Route Work action, pass the instructions from each Add Screen Pop action to the next one in the flow. Then, pass the last Add Screen Pop action’s instructions to the Route Work action.

To understand how this process works, let’s look at an example. This sample flow accepts the customer order number as input from the IVR. The first Add Screen Pop action opens the contact and account records for the caller. If the caller provides an order number, the second Add Screen Pop action opens a third record, the order record associated with the order number.

The screen pop instructions from first Add Screen Pop action (1) is passed to the second Add Screen Pop action (2). The second action passes the aggregated instructions from both Add Screen Pop actions to the Route Work action.

To pass the instructions from the first Add Screen Pop action to the next, in the Set Collection Variable field of the second Add Screen Pop action, select the output from the first Add Screen Pop action. In general, use this variable to append the output from the previous screen pop action and pass the results to the Route Work action.

Next, pass these screen pop instructions from the second Add Screen Pop action to the Route Work action. Only the screen pop instructions passed to the Route Work action open records when the work is routed to the rep.

Important All Add Screen Pop actions combined can open a total of three records. If they’re set up to open more than three, the flow stores the screen pop instructions for the first three records and ignores the rest. Also, you can enable the Focus toggle for only one record in an Add Screen Pop action. If the Focus toggle is enabled for multiple Add Screen Pop actions, the last-defined Focus setting takes precedence.

Tip If you add multiple Add Screen Pop actions in a flow, define a collection variable to store all screen pop instructions.