Control Takeda call mappings¶
Status: Current | Last reviewed: 2026-10-07
Use this page to control the Takeda Genesys AI call's Cases, summaries and handoff. The native replacement stores Salesforce queries, field mappings, validation and summary expressions in the workflow itself. The published versions are 1856 v6, 1918 v2 and 1857 v8.
Find the workflows¶
| Workflow | Purpose |
|---|---|
| 1856 — Clearway — Start call | Identify the coordinator, create the call records, load patient facts |
| 1918 — Clearway — Save roster patient | Save one patient's discussion, completion or accepted escalation |
| 1857 — Clearway — Finish call | Reconcile saves, update summaries and link the VoiceCall |
Agent 4463 selects the lifecycle workflows and exposes the patient workflow through its existing tools. Workflow 1855 — Save patient outcome is retained for older versions and still uses fixed patient outcomes through the custom MCP.
Edit the native mappings¶
Open the workflow draft. Enter its subworkflow to see the transaction's nodes, then select the node you want to change.
| What you want to change | Workflow and node |
|---|---|
| Parent Case Reason, Subject, record type, Priority, coordinator links | Start → Create parent and Task atomically, or recover its missing Task (create_records) |
| Inbound Task fields and call identity | The same create_records node |
| Child Case fields and patient/source links | Save roster patient → Save child Case and parent summary in one transaction (save_patient) |
| Status progression and descriptions | Save roster patient → Validate patient identity and decide monotonic progress (plan_patient) |
| HTML, badge labels, coaching and handoff wording | Save roster patient and Finish call → Render the verified patient summary (render_summary) |
| Parent closure and plain summary wording | Finish call → Verify every child and retain unfinished work (plan_finish) |
| Final Task fields | Finish call → Save final summaries and explicit closure atomically (finish_records) |
| VoiceCall summary, reason, caller and parent link | Finish call → Map parent, summary, ending reason and caller to VoiceCall (link_voice) |
| Patient facts | Start → enrollee, latest-request and source-Case queries, then ready |
| When to discuss, complete or offer a human | Agent instructions and patient workflow-tool bindings |
| Human wrap-up Customer Intents and defaults | Salesforce wrap-up configuration and Apex |
The Salesforce Composite requests editor accepts JSON or an expression that returns the request array. Field names and values appear in each request's body. For example, change the parent request's Priority there to change its mapped priority. Keep the corresponding verification query and assertion aligned with the new value.
Assignment nodes expose the JSONata expressions used for validation and formatting. These are technical configuration controls, not a separate point-and-click mapping wizard. Summary expressions appear in both patient-save and finish workflows; update both together. Publish the tested workflow versions to apply changes. No custom MCP deployment is needed for these mappings.
Case titles are controlled in Salesforce¶
Salesforce rewrites parent and child Case subjects to Case number - Origin - Reason label. For example: 00022894 - Voice - Multi-Patient Access Review. To change the displayed title, edit Setup → Flows → DCC_Construct_and_update_Case_subject → caseSubject. The Case and Task update flows call this formula. Changing only the workflow's initial Subject does not override it.
Understand the records¶
- Parent Case: belongs to the coordinator for this call. Its Case Reason is Multi-Patient Access Review.
- Inbound Task: the call activity, linked to the parent and coordinator Contact.
- Child Case: one interaction record per discussed patient. It links to the parent and, when available, the patient's existing CareRequest and historical Case.
- Historical request Case: the earlier clinical/authorization work. Completing the new call inquiry does not approve or close that historical request.
- VoiceCall: the telephone record linked to the parent, with short display fields.
The child's Reason comes from the historical Case when available. The parent and child Reasons therefore serve different purposes.
Understand the summaries¶
| Where you see it | What currently supplies it |
|---|---|
| Parent Case's patient cards | Fixed HTML template plus saved child identities and status |
| Inbound Task description | Plain-text saved-patient outcomes and pending/failed-update warnings |
| VoiceCall summary | First 255 characters of the final plain-text summary |
| Human wrap-up draft | Separate Salesforce logic reading saved records and activity receipts |
These are not automatically a transcript recap. Changing the voice prompt does not change the HTML template, and the current background completion action replaces a supplied ending summary with its own record-derived text.
Customer Intents are proposed by human wrap-up from the saved patient Reasons. The custom MCP actions do not populate that field themselves.
Check a call's mappings¶
- In Show AI Activity, inspect the start workflow. Confirm
context_status=readyand the expected coordinator/parent/Task. - Inspect each patient workflow run. A voice-tool result of
submittedmeans queued; check the completed workflow'sverifiedoutput and resulting Case. - Confirm the child Account and parent links, source request/Case links when present, Reason and status.
- Inspect completion outputs:
ok,linked,pendingUpdates,failedUpdates. - Compare the actual parent HTML, Task description and VoiceCall summary. The native finalizer reads back all mapped VoiceCall display fields; HTML and plain summaries have different destinations and formats.
The current handoff fields retain the startup parent/Task identity and an empty child list. Background patient saves do not update that session snapshot; the human workspace reads the saved Salesforce children.
What the migration corrected¶
The earlier MCP audit found that completion could close unfinished inquiries, reject late saves after closing the parent, mutate a foreign child before validating it, and leave stale summaries. The native workflows validate before writing, retain unfinished work, allow safe retries, and read back their results.
Review the business defaults in the mapping nodes before changing them. The source fields and relationships were checked against the configured sandbox, but a technically valid value may still need a different business policy.
See also¶
Native completion behavior¶
An inquiry saved as discussed stays open until explicitly completed or escalated. Disconnecting does not complete it. The parent closes only after explicit non-escalated completion, all saved child inquiries are closed, and background saves have verified results. Pending or failed saves leave the parent open and add a review note to the Task.
Repeated saves cannot duplicate a patient's child or undo an escalation. Finalization rebuilds summaries from saved Cases and reads back the Task, parent and VoiceCall fields. If the VoiceCall is absent after retries, the workflow returns linked=false; check execution history before treating the link as complete.