How to Resolve Case Assignment Issues In Routing Policies

Introduction

You might notice that newly created cases, that use update-a-record component, are assigned to the NATTERBOX integration user instead of the answering agent. You can correct this behaviour by adjusting the assignment parameters within your call routing policy.

Problem

Incoming calls generate cases that are assigned to the default integration user. You expect the system to assign these cases directly to the answering agent.

Resolution

1. Open SALESFORCE and navigate to the ‘Natterbox’ application.

2. Select the routing policy that requires modification.

3. Locate the node responsible for case creation or updating a case/record.

4. Adjust the assignment rule to target the answering agent instead of the default user.

5. Save the policy and test the configuration.

Please note: You must save the policy before changes take effect.

Used case example

The CS LMP (780) policy (shown in picture below) branches into three paths depending on whether a matching Contact and/or Account is found for the caller:

1. Contact found

2. Account found (no Contact)

3. Neither found

Each branch has its own “Create a Case” and "Update a VC" step that writes details back to the Salesforce VoiceCall record. In the CS LMP (780) policy, all three "Update a VC" steps have the "Contact" field set as a required value (Contact = $(SForce_Contact.Id)).

In branches 2 and 3 there is no matched Contact, so this value is empty. Writing an empty value into a required Contact (reference) field causes the VoiceCall update to fail on those calls. When that update fails, the VoiceCall/Case is not correctly associated to the answering agent and therefore remains owned by the Natterbox integration user.

This also explains why the behaviour is intermittent:

• Calls where a Contact is matched (branch 1) work correctly.

• Calls where only an Account is matched, or nothing is matched (branches 2 & 3), fail and fall back to the integration user.

Resolution

In the CS LMP (780) routing policy, update the "Update a VC" steps so that no branch attempts to write an empty Contact/Account value.

Branch 1 – Contact Found (top):

  Leave as-is → Account + Contact + RelatedRecord ID

Branch 2 – Account Found, no Contact (middle):

  Remove the "Contact" row → Account + RelatedRecord ID only

Branch 3 – Neither found (bottom):

  Remove the "Account" and "Contact" rows → RelatedRecord ID only

Once the changes are made, please SAVE policy for implementation.