If you'd like to create a screen pop in Flow Builder by retrieving data from another system (e.g. Salesforce), this article will walk you through how to utilize the webhook, condition , and screen pop widgets to get data from an external system and pop the appropriate data in Agents webphones.

Screen pop details

• Title - Call Data
• Subtitle - [Webhook widget name]
• caller data key value pairs → label - “apply to” variable name
• value - corresponding data retrieved from webhook response.

Sample Use case

Call Flow

1. Lets consider a caller is calling to make enquires related to booking. 
2. To start off, we will collect booking id from caller. Caller will be given 2 attempts to enter correct booking Id.
3. We will validate booking id against booking system by fetching associated booking details.
4. The call will be routed to agent displaying screen pop with caller's booking details.

Configuration

1. Collect booking ID from caller using gather input widget
2. Fetch booking details using webhook call to booking system
   1. Capture webhook response - status, cancelable, booking id and is_booking_Valid
   2. This captured response will be shown as screen pop within webphone when call rings to agent and will be present throughout the duration of call.
3. Use condition widget to check if entered booking ID is valid
   1. If booking ID is valid collect more booking details and route call to agent.
   2. If booking ID is not valid, check number of times booking details webhook have been executed using webhook_name_tries variable. 
      1. If webhook_name_tries =1  or 2 play try again prompt and route the call back to the start of the flow using flow extension
      2. else - route call to agent.

Sample Flow Configuration

Webhook tries variable

Screen pop within webphone