---
schema_version: "1"
id: a8c689db5e6315698947ee5846d5b661b86f1cd5168fddf4cdf8aee2dc5ff265
title: Using Multiple Add Screen Pop Actions in an Omni-Channel Flow
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/omnichannel_multiple_screen_pop_actions.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.omnichannel_multiple_screen_pop_actions.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 075f817bdbff82652900cf01f635dec49056685c77d5c8b425ae5bd4b1c4b3d2
description: You can chain multiple Add Screen Pop actions together in the same flow. For example, add one action to open records regardless of which queue or support rep the work is routed to. Then, add another action to open additional records based on who the work is routed to.
products:
  - Service Cloud
release: "264"
---
# Using Multiple Add Screen Pop Actions in an Omni-Channel Flow

You can chain multiple Add Screen Pop actions together in the same flow. For example, add one action to open records regardless of which queue or support rep the work is routed to. Then, add another action to open additional records based on who the work is routed to.

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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.

![This flow has two back-to-back Add Screen Pop actions and a Route Work action.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_multiple_screen_pops.png)

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.

![The output of the first Add Screen Pop action is being passed as input to the second Add Screen Pop action.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_pass_screen_pop_instructions.png)

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.

![The second Add Screen Pop action's output is passed as input to the Route Work action.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_pass_screen_pop_instructions_route_action.png)

![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png)

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](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png)

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