we have implemented Omnichannel for Customer service (Chat only) coupled Dynamics 365 for Customer Service. When a Conversation record is created the Regarding field of the Conversation is normally set to parent Case entity record (this is OOB behaviour). But sometimes / randomly the Regarding field is set to the parent Contact record instead of the Case and this effects the flow because when the Conversation is closed the Case is still left open instead of the Case being resolved.
Is there a reason why the Conversation is associated to the Contact instead of the Case. Has anyone had this issue / behaviour before? is there anything that we are doing wrong, there's not much customizations as well.
When the customer doesn't have any Active cases associated with it, the situation you described occurs.
Best Regards, Dengliang Li
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