---
title: "Best Practices for Finding the Right Record"
slug: "best-practices-for-finding-the-right-record"
updated: 2025-10-24T12:12:31Z
published: 2025-10-24T12:12:31Z
canonical: "docs.natterbox.com/best-practices-for-finding-the-right-record"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.natterbox.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Best Practices for Finding the Right Record

> [!WARNING]
> Only logged in users can view
> 
> Currently not public, still in progress

There are three ways to update the related records with Natterbox:

1. The record is found by the Natterbox Call Center Configuration (only for Freedom users)
2. The routing policy finds the related records
3. The agent/user can relate a record to the using ‘link to current item’ during Wrap-Up(only for Freedom users)
  1. What is the equivalent for SCV? Can they choose the record it is related to on the voice call page?

Other things to consider:

- Click-2-dial
- Updating records with Salesforce flows
- Data analytics policies ???

Diagram: [https://docs.google.com/presentation/d/1OhpFWZdrk0bs5nkXh08W72ipKcc-ffxBxsxDslyavRg/edit?slide=id.p#slide=id.p](https://docs.google.com/presentation/d/1OhpFWZdrk0bs5nkXh08W72ipKcc-ffxBxsxDslyavRg/edit?slide=id.p#slide=id.p) - need to perfect before I add to this doc

## Natterbox Call Center Configuration

- This happens while the call is being presented to the user
- It is simpler than the way we find records in the routing policy
  - Examples, find contacts based phone number or find account based on contact
- 

## Routing Policy

- This happens while the call is routing through the call policy. Complex queries can be used to route the call logic but this does not mean the call will be associated with this record. You will need to [stamp that record to the call reporting using the manage properties app](/v1/docs/manage-properties-app). Out of the box, there are fields for Account, Case, Contact, Lead and Opportunity but custom lookups can be added and populated in the routing policy.
  - Please note, the wrap-up by the agent (freedom only) could override these fields.
- For American orgs, there is often a script added which reformats American numbers to make it easier to query them.

## Wrap-Up

- The call center might have populated the Person (who id) and Related To (what id) fields already
- This can be overwritten by opening the correct record in the Salesforce page and clicking ‘link to current item’
- You can restrict the object(s) that calls can be ‘Related To’ in the Natterbox Call Center Configuration

## Click-2-dial

## Salesforce Flows