Overview
When the iConnect AI Agent (RVK integration) logs a call summary for a client, it should check whether that client already has an active Intake Opportunity before creating a new one. A bug was identified where the AI Agent was creating a brand new Intake Opportunity to house the call summary — even when the client already had an open, active opportunity — instead of logging the summary as a comment on the existing record.
This caused duplicate Intake Opportunity records, Opportunity Sequence number conflicts, and missed calls going unnoticed in Dazos because the newly created records lacked key fields (such as Opportunity Status, Referral, and Admissions Rep) and did not appear in the lists teams normally monitor.
This bug has been resolved on the backend. This article explains the corrected behavior, current limitations, and what teams should be aware of while further development is in progress.
Key Concepts
Active Intake Opportunity: An Intake Opportunity with no discharge date. The iConnect AI Agent uses this definition to determine whether an existing open opportunity is present for a client.
Qualifying Sales Stage: A setting within the iConnect AI Agent configuration that controls which Sales Stages are considered active or open when the system checks for an existing opportunity. This setting is required and cannot currently be made optional through the UI — changes require a backend update.
Call Summary / AI Comment: The call summary logged by the RVK AI Agent after an inbound call is handled. Post-fix, this is added as a comment on the existing active Intake Opportunity rather than triggering the creation of a new one.
RVK Dashboard: The primary source for tracking AI Agent calls. During any period when the AI Agent's opportunity-creation feature is disabled in Dazos, teams should rely on the RVK dashboard to monitor inbound AI-handled calls.
How It Works
Following the backend fix, the iConnect AI Agent uses the following logic when logging a call summary:
If the client has an existing active Intake Opportunity (no discharge date): The call summary is logged as a comment on that existing opportunity. No new Intake Opportunity is created.
If no active Intake Opportunity exists for the client: A new Intake Opportunity is created to house the call summary.
The Qualifying Sales Stage setting in the iConnect AI Agent configuration determines which Sales Stages the system treats as active when performing this check. This setting is currently required — there is no supported way to make it optional through the UI. If your workflow requires that comments be added to existing opportunities without modifying the Sales Stage, this requires a backend change and is not yet fully available as a feature.
Important Notes
Known limitation — Sales Stage interaction: When a call summary is logged as a comment on an existing opportunity, the current behavior may interact with the Sales Stage on that record. If your team has automation tied to Sales Stage changes (for example, admission alerts triggered when an opportunity moves to a specific stage), adding a comment that affects the Sales Stage could inadvertently fire those alerts. Until the feature to log comments on existing opportunities without touching the Sales Stage is fully developed, be aware of this limitation when configuring your AI Agent settings.
Qualifying Sales Stage is required: The Qualifying Sales Stage field in the iConnect AI Agent configuration cannot be made optional through the UI. If you need this behavior adjusted, contact Dazos Support — this requires a backend change.
Use the RVK dashboard as a primary tracking source: If the AI Agent's opportunity-creation feature has been temporarily disabled in your instance, calls handled by the AI Agent will not create new records in Dazos. In this state, your team should use the RVK dashboard as the primary source for tracking AI Agent activity. Relying solely on Dazos lead or opportunity lists during this period may result in missed calls going unnoticed.
No leads are created for existing accounts: When the AI Agent matches a call to a client who already has an existing account and active opportunity, no new lead is created. If your team monitors the Leads list in Dazos to catch missed calls for existing clients, be aware that these calls will not appear there — the RVK dashboard should be used instead.
💡 If you believe this issue is still occurring in your instance: Contact Dazos Support and provide the names of affected client records, your CRM instance URL, and examples of newly created Intake Opportunities that should have been logged as comments on existing records.