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The Contact Center AI Platform (CCAI Platform) CRM package sends multiple pieces of data during a
support interaction, and all data interactions that take place in the CRM are
assigned to a user. This feature provides the ability to define a CRM
administrator to represent the default user for all CRM actions and events where
a specific agent has not been identified or assigned. This will replace the
default behavior where an agent is randomly selected for such events. If this
feature is not used, CCAI Platform will randomly assign the ticket or
case to any user.
Depending on the CRM, an administrator email, API or administrator token
combination are required to enable the default user option.
After enabled, the times when tickets will be assigned to the administrator
rather than a random user are:
Ticket or case and contact creation when a new chat is
initiated before an agent is assigned to the chat
Voicemail tickets or cases before receiving a callback call
Call ticket or cases for abandoned calls (if enabled)
Kustomer configuration
When using Kustomer as your agent platform, you can set a default user to route
CRM actions to a specified user when no specific agent has been identified or
assigned. By using the API key to set up the default user, you avoid the risk of
the specified user being deleted.
To set up the default user using the API key, follow these steps:
In the CCAI Platform portal, cick Settings > Developer Settings. If you don't
see the Settings menu, click menuMenu.
For Agent Platform, select Kustomer .
In the API Key field, enter your API key
For Default User, select the Use the API Key (admin user) for all record
creations/updates that can't be attributed to a specific agent checkbox.
Click Save.
MS Dynamics configuration
You must have an Application User set up in MS Dynamics prior to setting up
a default user in the CCAI Platform portal. MS Dynamics doesn't support the option to
leave tickets unassigned.
To set up the default user using the API key, follow these steps:
In the CCAI Platform portal, cick Settings > Developer Settings. If you don't
see the Settings menu, click menuMenu.
From the options for Agent Platform, select MS Dynamics.
In the Active Directory Application ID field, enter your ID number.
Create and enter a password in the Set Active Directory Application Key
Password.
For Default User, select the Use the application user for all record
creations/updates that can't be attributed to a specific agent checkbox.
These steps require administrator permissions in both Zendesk and
CCAI Platform.
Follow the steps to generate a new API token in the Zendesk help center.
In the CCAI Platform portal, cick Settings > Developer Settings. If you don't
see the Settings menu, click menuMenu.
Enter the API token you just created in Zendesk in the API Token field.
Enter an email with administrator permissions in Zendesk in the Zendesk
user email address field.
Mark the checkbox for Default User.
Click Save Changes.
Zendesk troubleshooting
If "Zendesk user email address" and "API Token" combination is
invalid, an error message is shown and values are reverted to
previous setting values (other settings are saved). If values were
blank before, it will revert to blank values.
If "Zendesk user email address" and "API Token" combination is
invalid on save, the "Default User" checkbox will get unchecked.
If either "Zendesk user email address" or "API Token" is empty,
the "Default User" checkbox will be disabled.
Salesforce configuration
An account with administrator privileges is required for this feature.
From the administrator portal, go to Settings > Developer Settings.
Check to be sure all fields are completed in the CRM section.
Be sure your Salesforce organization ID is 15 digits, not 18.
Ex: instead of 00D0O000005Jj18UAC, remove the last three characters to
be 00D0O000005Jj18.
Navigate to the bottom of the page and enter your individual Salesforce login
URL. This URL is your custom domain, not your lightning domain—for
example, https://{your-company-url}.my.salesforce.com.
Click Save Login URL.
Click the Link button and enter your Salesforce administrator
credentials in the display and click Log In.
Once you are logged in, you will see the login listed as Active
in green under Connected administrator users.
Repeat Step 6 with another administrator account for redundancy in case the
first account is disabled.
Under Default User, select the Use the admin user for all record
creations/updates that can't be attributed to a specific agent checkbox.
To let agents retain ownership of CRM-related actions, select the Always
use the admin user for all record creation/updates checkbox.
Click Save.
Salesforce troubleshooting
If "Salesforce administrator token" is not linked "Default User" feature
is disabled, the checkbox is disabled and you can't check or
clear the box.
If "Salesforce administrator token" is linked then "Default User"
feature is enabled, you can then check or clear the box.
If "Default User" is checked and "Salesforce administrator token" gets
unlinked then "Default User" will get unchecked and disabled.
If possible, it's best to use a Salesforce administrator account that is not
tied to a specific user as individual user accounts are prone to
being disabled without understanding the underlying connections.
If you run into errors such as "Unable to authenticate Salesforce user" or
if you observe that a pop-up window briefly appears and then closes,
preventing the linkage from being completed, then you need to disable Require
Proof Key for Code Exchange (PKCE) Extension for Supported Authorization
Flows in your connected app under the API (Enable OAuth Settings)
configuration.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-28 UTC."],[[["\u003cp\u003eThe Contact Center AI Platform (CCAI Platform) allows you to designate a default CRM administrator user for actions where a specific agent is not assigned, preventing random assignment of tickets or cases.\u003c/p\u003e\n"],["\u003cp\u003eWhen enabled, tickets will be assigned to the administrator for new chat initiations, voicemail tickets, and abandoned call tickets before an agent is identified or assigned.\u003c/p\u003e\n"],["\u003cp\u003eDifferent CRM platforms like Kustomer, MS Dynamics, Zendesk, and Salesforce have their own specific setup methods, which may involve API keys, admin tokens, or user credentials, to enable the default user.\u003c/p\u003e\n"],["\u003cp\u003eFor Zendesk and Salesforce, specific troubleshooting steps are outlined to handle invalid credentials or unlinked administrator tokens, and these features may be disabled if these conditions occur.\u003c/p\u003e\n"],["\u003cp\u003eUsing a dedicated admin account rather than an individual's user account is highly recommended for Salesforce to avoid issues if the user's account is disabled, and these accounts should have an organization ID that is 15 digits long.\u003c/p\u003e\n"]]],[],null,["# CRM default administrator\n\nThe Contact Center AI Platform (CCAI Platform) CRM package sends multiple pieces of data during a\nsupport interaction, and all data interactions that take place in the CRM are\nassigned to a user. This feature provides the ability to define a CRM\nadministrator to represent the default user for all CRM actions and events where\na specific agent has not been identified or assigned. This will replace the\ndefault behavior where an agent is randomly selected for such events. If this\nfeature is not used, CCAI Platform will randomly assign the ticket or\ncase to any user.\n\nDepending on the CRM, an administrator email, API or administrator token\ncombination are required to enable the default user option.\n\nAfter enabled, the times when tickets will be assigned to the administrator\nrather than a random user are:\n\n- **Ticket or case** and **contact** creation when a new chat is\n initiated before an agent is assigned to the chat\n\n- Voicemail tickets or cases before receiving a callback call\n\n- Call ticket or cases for abandoned calls (if enabled)\n\n### Kustomer configuration\n\nWhen using Kustomer as your agent platform, you can set a default user to route\nCRM actions to a specified user when no specific agent has been identified or\nassigned. By using the API key to set up the default user, you avoid the risk of\nthe specified user being deleted.\n\nTo set up the default user using the API key, follow these steps:\n\n1. In the CCAI Platform portal, cick **Settings \\\u003e Developer Settings** . If you don't\n see the **Settings** menu, click menu\n **Menu**.\n\n2. For **Agent Platform** , select **Kustomer** .\n\n3. In the **API Key** field, enter your API key\n\n4. For **Default User** , select the **Use the API Key (admin user) for all record\n creations/updates that can't be attributed to a specific agent** checkbox.\n\n5. Click **Save**.\n\n### MS Dynamics configuration\n\nYou must have an **Application User** set up in MS Dynamics prior to setting up\na default user in the CCAI Platform portal. MS Dynamics doesn't support the option to\nleave tickets unassigned.\n\nTo set up the default user using the API key, follow these steps:\n\n1. In the CCAI Platform portal, cick **Settings \\\u003e Developer Settings** . If you don't\n see the **Settings** menu, click menu\n **Menu**.\n\n2. From the options for **Agent Platform** , select **MS Dynamics**.\n\n3. In the **Active Directory Application ID** field, enter your ID number.\n\n4. Create and enter a password in the **Set Active Directory Application Key\n Password**.\n\n5. For **Default User** , select the **Use the application user for all record\n creations/updates that can't be attributed to a specific agent** checkbox.\n\n6. Click **Save**.\n\nTo learn more about MS Dynamics and setting up a default user, see [Set up\nusers, licenses, and security\nroles](https://learn.microsoft.com/en-us/dynamics365/field-service/users-licenses-permissions).\n\n### Zendesk configuration\n\nThese steps require administrator permissions in both Zendesk and\nCCAI Platform.\n\n1. Follow the steps to generate a new API token in the Zendesk help center.\n\n2. In the CCAI Platform portal, cick **Settings \\\u003e Developer Settings** . If you don't\n see the **Settings** menu, click menu\n **Menu**.\n\n3. Enter the API token you just created in Zendesk in the **API Token** field.\n\n4. Enter an email with administrator permissions in Zendesk in the **Zendesk\n user email address** field.\n\n5. Mark the checkbox for **Default User.**\n\n6. Click **Save Changes**.\n\n#### Zendesk troubleshooting\n\n- If \"Zendesk user email address\" and \"API Token\" combination is\n invalid, an error message is shown and values are reverted to\n previous setting values (other settings are saved). If values were\n blank before, it will revert to blank values.\n\n- If \"Zendesk user email address\" and \"API Token\" combination is\n invalid on save, the \"Default User\" checkbox will get unchecked.\n\n- If either \"Zendesk user email address\" or \"API Token\" is empty,\n the \"Default User\" checkbox will be disabled.\n\n### Salesforce configuration\n\nAn account with administrator privileges is required for this feature.\n\n1. From the administrator portal, go to **Settings \\\u003e Developer Settings**.\n\n2. Check to be sure all fields are completed in the CRM section.\n\n3. Be sure your Salesforce organization ID is **15** digits, not 18.\n Ex: instead of 00D0O000005Jj18UAC, remove the last three characters to\n be 00D0O000005Jj18.\n\n4. Navigate to the bottom of the page and enter your individual Salesforce login\n URL. This URL is your custom domain, not your lightning domain---for\n example, `https://{your-company-url}cs88.my.salesforce.com`.\n\n5. Click **Save Login URL**.\n\n6. Click the **Link** button and enter your Salesforce administrator\n credentials in the display and click **Log In**.\n\n7. Once you are logged in, you will see the login listed as **Active**\n in green under **Connected administrator users**.\n\n8. Repeat Step 6 with another administrator account for redundancy in case the\n first account is disabled.\n\n9. Under **Default User** , select the **Use the admin user for all record\n creations/updates that can't be attributed to a specific agent** checkbox.\n\n10. To let agents retain ownership of CRM-related actions, select the **Always\n use the admin user for all record creation/updates** checkbox.\n\n11. Click **Save**.\n\n### Salesforce troubleshooting\n\n- If \"Salesforce administrator token\" is not linked \"Default User\" feature\n is disabled, the checkbox is disabled and you can't check or\n clear the box.\n\n- If \"Salesforce administrator token\" is linked then \"Default User\"\n feature is enabled, you can then check or clear the box.\n\n- If \"Default User\" is checked and \"Salesforce administrator token\" gets\n unlinked then \"Default User\" will get unchecked and disabled.\n\n- If possible, it's best to use a Salesforce administrator account that is not\n tied to a specific user as individual user accounts are prone to\n being disabled without understanding the underlying connections."]]