When using proactive engagement from Customer Insights – Journeys (voice conversation tile), the ContactId from the journey is not carried through to the Contact Center conversation.

As a result:

• Conversations are created without a linked customer (phone number only) when duplicate contacts with the same phone numbers exist

Expected behaviour:

• The conversation should be bound to the originating Contact record if multiple contacts share a phone number, ContactId should take precedence

This would:

• Ensure data consistency between CIJ and Contact Center
• Improve reporting and journey orchestration
• Eliminate need for custom plugins/flows