Keeping Rex in Sync with FirstAML
Overview
Rex does not sync with FirstAML automatically. Outdated data is the most common cause of submission errors. Administrators should perform a manual sync whenever changes are made in the FirstAML console.
Common Scenarios That Require a Re-Sync
The table below outlines changes made in FirstAML and the potential impact if a sync is not performed.
| Change Made in FirstAML | Risk if Not Synced |
|---|---|
| Agent moved to a different office | Case creation may fail due to an invalid office-agent pairing |
| Agent account removed or disabled | Agent may still appear eligible in Rex but fail on submission |
| New office added | Office will not appear in the dropdown when submitting |
| New agent registered | Agent will not appear in Rex or be able to submit cases |
| Agent role or eligibility updated | Outdated eligibility status may block or incorrectly allow submission |
| Case tag keys updated | Case creation will fail if Rex tag keys do not match FirstAML |
How to Re-Sync
- Go to Admin → Integrations → FirstAML
- Click the Sync button
- Wait for the Last Sync timestamp to update to the current date and time
Note: The sync should only take a few moments. If the timestamp does not update, try refreshing the page and repeating the steps above.