SmartAdvocate Cases Not Created or Updated as Expected for Eve Leads

Overview

This article helps when an Eve lead didn't create or update a SmartAdvocate case the way you expected. Most of these are expected behavior rather than errors.

Before You Start — Diagnosis

Confirm the following before troubleshooting:

• Smart Advocate Lead Sync shows as connected in Eve (Settings → Integrations).

• You know whether the lead came from the voice agent or a phone system — they behave differently.

• You're looking at the right SmartAdvocate case (matching is based on phone number).

Fixes

Possible Cause: The lead came from a phone system, not the voice agent

Cause: Only voice-agent calls create new SmartAdvocate cases. Phone system calls, web forms, and manually entered leads don't create cases — they only add a lead score note to a matching case if one already exists.

Steps: Check how the lead came in. If it was a phone system call with no matching case, no case is created — staff create the case in SmartAdvocate, and Eve adds its note once a match exists.

Expected Outcome: You understand why no new case was created.

Possible Cause: The lead attached to an old case instead of creating a new one

Cause: Eve matches leads to existing cases by phone number. If someone calls from a number tied to an old case, Eve may add to that case rather than create a new one.

Steps: Check whether an older case exists under the caller's phone number. If a new case is needed, create it in SmartAdvocate.

Expected Outcome: You can explain why the lead landed on an existing case.

Possible Cause: The lead score note looks like it changed

Cause: When Eve sends a lead score a second time, it replaces the previous note rather than adding a new one. The most recent score is what staff see.

Steps: No action needed — this is expected. The current note reflects the latest score and reasoning.

Expected Outcome: You understand why only the most recent score note appears.

Possible Cause: Case details didn't update after creation

Cause: Eve fills in case details only when the case is created. It doesn't later change the client name, phone, case type, or other core fields.

Steps: Update any core case fields directly in SmartAdvocate after creation.

Expected Outcome: You understand which fields Eve sets once versus what staff maintain.