AWS Connect CTI Adapter for Salesforce – Case ID Not Showing in AC Contact Channel Analytics for "No Match" Case
Hi everyone,
I’m using the AWS Connect CTI Adapter for Salesforce (https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000EJH4yUAH), and overall the integration is working fine. However, I’m running into an issue in the "no match" scenario.
Here’s the flow:
A call comes in and there is no matching record in Salesforce. The CTI Adapter opens a new case form of salesforce during the call, and we create the case manually.
Once the call ends, I can see the call details (transcript, recording, etc.) in AC Contact Channel Analytics (CCA). But under the "Case" column, the Case ID is not populated.
In contrast, when the call matches a single contact: After the call, the related contact is correctly populated in the Contact column of the CCA report.
Additional info:
You can see the picture below the first highlighted record is single match case, and the last highlighted record is no match case.
The "Case Contact CCA Trigger" is enabled. No errors or issues appear during the case creation or call session.
My question is: Why is the Case ID not showing up in the AC CCA report for no-match scenarios, even though a case was created during the call? Is there something I might be missing in terms of configuration or timing of how the adapter links the newly created case to the contact record in Connect?
Would really appreciate any guidance on this.
Thanks!
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Hello,
To answer your question, we require more details/ information and we may need to troubleshoot based on your configurations. I would recommend you to please open a support case with AWS Connect engineering team using the following link:
https://console.aws.amazon.com/support/home#/case/create
Please elaborate the issue and configuration over the support case which you will create with Connect team and provide the necessary implementation details.
You can refer below documentation for more information about creating support cases and case management.
[+] https://docs.aws.amazon.com/awssupport/latest/user/case-management.html
Please do not post any sensitive information over re:Post since this is a public platform.
Thank you.
The Case ID population issue in AC Contact Channel Analytics appears to be related to how the RelatedToWhatId and RelatedToWhoId fields are populated in Salesforce. These fields are automatically populated through triggers on the Salesforce Task object when certain conditions are met. Specifically, when a Task is created or updated, the system checks for an Amazon Connect ContactId in the CallObject field. If contact channel records exist with matching ContactIds, the Contact Channel's RelatedToWhatId gets populated from the Task's WhatId field, and the RelatedToWhoId__c gets populated from the Task's WhoId field.
To resolve this issue, you should:
- Verify that the Task trigger is enabled in the toolkit settings
- Ensure the CTI Flows properly populate the Call Object, WhatId, and WhoId fields in the Salesforce Task
- Check the API user permissions and Lambda logs for any permission issues related to updating Salesforce objects
If the issue persists, it may be necessary to review the Lambda CloudWatch logs for the specific Contact IDs to see what fields are being sent from Amazon Connect to Salesforce.
Hi @Subhan, please just to check if you could solve the issue, I´m facing the same problem.
Hi @Wald, unfortunately not yet. I tried multiple approaches but haven’t been able to fix it so far. I’ll definitely update here once I manage to get it working.
In the meantime, let me know if you have any other questions or need help setting up anything else in Salesforce.