Hi All,
We are currently using Now Assist Voice Agent and have encountered an issue related to the Opened For field in the Interaction record.
When I impersonate a user, for example Jack Wilson, and start a call using the Start Call button, the conversation proceeds as expected and the AI Voice Agent successfully completes the flow. However, in the resulting Interaction record, the Opened For field is populated with Guest User instead of Jack Wilson.
On the other hand, when I impersonate another user, Matt Henry, the Interaction record correctly captures Matt Henry in the Opened For field rather than Guest User.
The only difference I identified is that Matt has a role that allows him to create certain case types. After assigning the same role to Jack Wilson, I observed that the Opened For field was then correctly populated with Jack Wilson instead of Guest User.
While this appears to influence the behavior, I do not believe it is the expected functionality. Regardless of whether an end user has any specific roles, I would expect the Interaction record to capture the actual caller's identity rather than defaulting to Guest User.
I have already explored several configurations, including Caller Verification settings at the Voice Assistant level, but have not been able to identify the root cause.
Has anyone encountered a similar issue or can provide any guidance on what might be causing this behavior?
Any help would be greatly appreciated.
Thank you,
Mahesh.
