Big issue for auto conversation creating

[SandeepSherpur]

I set up the frontline app for my client with the help of https://github.com/cweems/frontline-airtable-quickstart.git.

But here is a big issue for auto conversation created.

1. Lead exists in the list and we create conversation from the frontline app. then everything is fine.
2. But when lead message us before creating a conversation from the frontline( Auto conversation created). Then a new conversation is created with a phone number even lead existing in the list.
   Now when the client clicks on the customer's list and clicks on the leads to start conversations then an error message comes up "Another worked already engaged in a conversation ....."

[cweems]

Hi @SandeepSherpur, my apologies for the delay in response. It sounds like for some reason the owner of the record is not getting added to the conversation, is that correct? It's adding a random worker?

It that is the case there could be a few issues going on. The first is that Frontline may not be finding a matching record in Airtable. This could happen the phone number in Airtable does not match the e164 format (e.g. +1234567890).

The other reason is that in your Frontline configuration, the pool routing might still be enabled. Make sure that you have the routing callback set: