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
- Lets consider a caller is calling to make enquires related to booking.
- To start off, we will collect booking id from caller. Caller will be given 2 attempts to enter correct booking Id.
- We will validate booking id against booking system by fetching associated booking details.
- The call will be routed to agent displaying screen pop with caller's booking details.
Configuration
- Collect booking ID from caller using gather input widget
- Fetch booking details using webhook call to booking system
- Capture webhook response - status, cancelable, booking id and is_booking_Valid
- 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.
- Use condition widget to check if entered booking ID is valid
- If booking ID is valid collect more booking details and route call to agent.
- If booking ID is not valid, check number of times booking details webhook have been executed using webhook_name_tries variable.
- 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
- else - route call to agent.
Sample Flow Configuration

Webhook tries variable

Screen pop within webphone