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Screen Pop API "User Not In Experiement"

We are implementing screen-pop functionality using the API call, however we are running into an error. The API token has the screen pop scope applied, and the user has the option enabled in the app. I think these are the only settings we have access to.

I saw a previous thread where support did something on Dialpad's end to enable this experiment for their account? Just wondering the best way to get this turned on, thank you!

"error": {
"code": 403,
"errors": [
"domain": "global",
"message": "User ****96 is not in experiment screen_pop_api",
"reason": "forbidden"
"message": "User ****96 is not in experiment screen_pop_api"