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Customer Responses coming in as Attachments at the Incident Record.

Received Response
edited Jun 8, 2022 10:29AM in Agent Desktop 2 comments


When a new Incident record is created and mapped to a Contact, which is part of standard functionality, interactions can now take place between the Agent on the console and the Contact who communicates via their Email ID. I have observed that for some interactions that turn lengthy(between the Agent Responses and Customer(Contact) Entries) after a certain while, all customer responses via Email are received as attachments on the console.

It looks like I've figured it out, by changing the Maximum Description Size at the Mailbox level from the default 250000 to any other greater number (as long as its below 1048576) that problem seemed to solve itself (no more attachment issues).

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