TautivaHelp

Contact Center

Link calls to Customers, Cases, or Sales

Link call records to the correct customer so voice and WhatsApp interactions stay together.

Call Center, CS / Agent, Sales# 4, 8 minutes #Last checked October 13, 2026.
Supplies record: Some actions depend on role and data conditions, and have not been tested by saving / sending data. Use this as a check guide, instead of proof of transaction testing.

Before you start

Access to the workspace and the correct role.

Step-by-step instructions

Follow these steps in order. You can keep this guide open while working in another Tautiva tab.

  1. Open Contact Center and select the correct customer interaction.

  2. Check the customer's identity in the details section.

  3. If there is an option to link to a Case or Opportunity, choose an existing record before creating a duplicate.

  4. Ensure the customer in the interaction matches the customer in the Case/Sales.

  5. Complete the wrap-up and follow-up activities as needed.

  6. Open Customers to check the combined communication history if the feature is available.

Open the page in Tautiva

PRACTICAL EXAMPLE

Example from daily work

Example: the customer calls after previously opening a WhatsApp Case; use the same Case if the problem is the same.

This is a fictional training example. No real customer data was used.

The real page view of the Contact Center for Operations in Tautiva, recorded October 13, 2026.
Screenshot of Tautiva application taken at October 13, 2026; sensitive information is disabled if there are. Screen settings can change with screen sizes and product updates.

Expected result

You will know the safe steps and the results to be checked, without modifying data before the procedure is approved.

Important notes

  • Avoid creating a new Customer just because they come from a different channel.
  • Different numbers or technical identities do not always mean a different person.

If something goes wrong

  • The desired Case is not found: check the customer, workspace, and permissions.
  • Activities are not visible in Sales: ensure the opportunity and its association are correct.

This guide describes the interface reviewed on 13 October 2026. Documentation testing did not send real messages, invite users, process payments, or modify real customer records.