We use Five9 BYOT with Salesforce to handle our Voice Calls. When a Voice Call record is created, we run a record triggered Flow that also creates an accompanying Case and searches for a Contact. This all works fine and the Voice Call record is assigned to agents correctly etc. Our challenges are with the Voice Call page layout and downstream impact. Since all of our interactions have the underlying Case record for consistent reporting across channels, we need to find a way to display related Case fields while on a live Voice Call. As the Voice Call object is not compatible with Dynamic Forms, our workaround is to have an "Update Action" block for some Case fields and display it on the Voice Call lightning page. Agents will flip this into edit mode on the call to take notes (arrival/dept dates, participant counts, quotes etc.) but we have noticed that sometimes when the call ends, those notes all get wiped out and the agent has to start over. It seems like when the Voice Call ends and that record updates its own fields like "Status", it clears anything that wasn't already saved, but it doesn't happen every time. Has anyone else experienced this or have ideas to solve? It has gotten to the point that agents no longer trust the system, they take notes in Word and copy them into Salesforce when the call is over. One suggestion we were given was to just screen pop the Case record instead and go directly to the underlying record. We would lose a couple Voice Call widgets if we did that, namely the transcription. It may be our last ditch effort, but would like to avoid it if possible. Bonus questions: 1. A similar quirk is that sometimes when the agent goes to save their the Update Action fields, they get the window pop up asking which values they want to save with a list of "Original" vs "New" values. The real problem is that they cannot just choose the correct values, hit save and move on. If they try and save, they get the blue spinning wheel until it all crashes and they have to do a hard refresh. Getting that window is a guarantee that they will have a system crash. 2. Anyone have a better workaround to show related fields on a Voice Call page that can be edited during a call? Related IdeaExchange items that could help: Allow Dynamic forms for more objects: https://ideas.salesforce.com/s/idea/a0B8W00000PF99hUAD/allow-dynamic-forms-for-more-objects Dynamic Forms for Voice Call object: https://ideas.salesforce.com/s/idea/a0BHp000019OlUZMA0/dynamic-forms-for-voice-call-object Enable Dynamic Form for Messaging Session object: https://ideas.salesforce.com/s/idea/a0BHp000016Kr3JMAS/enable-dynamic-form-for-messaging-session-object
This is a known pain point with the Voice Call object. The note wipe happens because when the call ends, the record update triggers a page refresh which kills any unsaved edits in your Update Action component.
A few quick suggestions:
- Replace Update Action with a Related Record component pointing at the Case - handles underlying record refreshes better
- Utility bar LWC for Case fields is another solid option since it lives outside the record page and won't be affected by Voice Call refreshes
- The conflict dialog crash looks like a platform defect - worth raising directly with Salesforce support
