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Groups* Service Cloud Voice *Santiago Cividanes Ojea's Question
Santiago Cividanes Ojea (DEVOTEAM) asked in * Service Cloud Voice *
Aug 19, 10:26 AM

Salesforce Voice automatically associates Related Record field in Voice Call with the record you are displaying on screen

Hi everyone, 

 

I wanted to ask if Salesforce Voice automatically associating Related Record field in Voice Call with the record you are displaying on screen is something standard from the Salesforce Voice package and if it is configurable in some way, deactivating it if possible. 

 

We have some custom processes that, for any type of Voice Call (Inbound, Outbound, Callback, etc.), search for any Contact or Lead that exists for the call's phone number and if any exist we fill the Related Record field on Voice Call with said records. Recently users have reported that when they are displaying another Contact or Lead on screen somehow this record ends up on the Related Record field of an unrelated call instead of the one found by our processes. We have debugged everything and we see that our flows do run and get the record correctly, but somehow get overridden by something. This something we suspect is something native from the Voice package. 

We have also tried to take control of this through the console workspace API but it is still happening. 

 

Does anybody have any info on this? Does this native functionality overriding our processes actually exist or have we just done this ourselves with our flows? 

 

Any help is welcome!

1 answer
  1. Kundan Kumar Jha (Infosys)
    Aug 19, 4:44 PM

    Hey Santiago, 

     

    This is a native feature: Einstein Conversation Insights (ECI) has Related Record Matching, which exists for both Voice Calls and Video Calls. When it's on, ECI runs its own algorithm (based on call participants, matched via email/contact/lead) to auto-populate the Related Record field, independent of your flows. That's almost certainly what's overriding your process. 

     

    Per Salesforce Help: this field also supports flow builder to set up any preferred matching if Related Record Matching is turned off. ECI's native matching and flow-based custom logic are mutually exclusive by design, flow-based matching is only meant to run when this setting is disabled. 

     

    Fix: turn off Related Record Matching under Einstein Conversation Insights setup. 

     

    Reference:

    https://help.salesforce.com/s/articleView?id=sf.ci_related_records.htm&language=en_US&type=5

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