Overview
This guide explains why the iConnect AI Agent may fail to create accounts and opportunities — even when the API returns a successful 200 response — and instead falls back to creating a lead. The most common cause is an invalid user in the AI Agent's round-robin assigned user list.
Symptoms
iConnect is configured to create accounts and opportunities, but neither record appears in the CRM after an inbound interaction.
System logs show messages such as: "Account phone not confirmed, trying to match by account name and DoB" followed by "No match found, falling back to lead".
The API returns a
200response, indicating the payload was sent successfully, but no account or opportunity is created.The API key and field mapping have been verified and confirmed correct, yet the issue persists.
Cause
This issue is caused by an invalid user in the AI Agent's round-robin assigned user list. When the iConnect Agent attempts to assign the new account or opportunity to a user in the round-robin rotation, it encounters an invalid (inactive or removed) user and cannot complete the record creation. The API still returns a 200 because the payload itself is valid — the failure happens internally when the system tries to assign the record.
Solution
The system has been updated to automatically skip invalid users in the round-robin list so that the flow no longer fails. However, administrators should audit their assigned user lists to remove any inactive or invalid users to keep their configuration clean and prevent related issues.
Go to Settings.
Select AI Agent Settings.
Navigate to the Assigned User section.
Review the list of users in the round-robin rotation.
Remove any users who are inactive, have been deactivated, or are otherwise invalid.
Save your changes.
Verification / Expected Result
After removing invalid users from the assigned user list, the iConnect AI Agent should correctly create accounts and opportunities as configured. Inbound interactions will no longer fall back to lead creation due to assignment errors.
Tips & Notes
⚠️ Important: A 200 API response does not always mean a record was created successfully. If accounts or opportunities are missing despite a 200 response, check the AI Agent's assigned user configuration before investigating the API key or field mapping.
💡 Tip: Periodically audit your AI Agent's assigned user list — especially after staff changes, user deactivations, or role updates — to ensure all users in the round-robin rotation are active and valid.
When to Contact Support
Contact Dazos Support if:
You have removed all invalid users from the assigned user list but accounts and opportunities are still not being created.
You are unsure which users in the round-robin list are invalid or how to identify them.
The issue recurs after correcting the assigned user list.
When contacting support, please provide:
Your instance URL
The name of the affected iConnect AI Agent
A description of the symptoms, including any log messages observed
Confirmation that the assigned user list has been reviewed