Patch Release CX4.10.1.1

Description

Handles .eml attachments in the MS Exchange Email. This improvement ensures consistent handling of email attachments across platforms so that important attachments are always received and accessible.

Adds support for editing Facebook comments within the CX during the active channel session only. An agent can only edit his/her own comments.

Allows businesses to hide/unhide specific Facebook/Instagram comments from public view on their posts. These hidden comments are not visible to the public but remain accessible to the commenter and page administrators.

Issue: Closed chats display as active, so even after an agent closes a chat, users still see it as active.

Resolution: Fixed the synchronization logic between the agent side and the frontend. When an agent closes a chat, the session status now updates correctly on the Agent Desk, and the conversation no longer appears as active to users.

Issue: Conversation Studio experiences a memory leak because “switch” nodes do not properly clear their cached data. Their cache remains in memory rather than being invalidated, which steadily increases memory usage over time.

Resolution: The issue has been fixed by updating the base Node-RED image so that “switch” nodes correctly trigger the completion hook and clear their cached data. This change ensures Conversation Studio now releases memory as expected and prevents the leak from recurring.

Issue: In DIRECT TRANSFER scenarios, during RONA events, conversations were not properly rerouted. As a result, sessions remained open and inactive until the customer SLA expired, leading to automatic removal of the session.

Resolution: The Studio training logic has been enhanced to address this gap. Now, when a RONA event occurs in a DIRECT TRANSFER case, the conversation is automatically rerouted to the default queue. This prevents sessions from remaining stuck and safeguards SLA compliance.

Issue: In Direct Transfer and Consult scenarios, the platform does not re-present the customer request to the agent if they reconnect (for example, after a browser refresh or a brief network interruption). As a result, agents may miss incoming transfers or consult requests, and customers experience delays.

Resolution: This has now been resolved by passing the isOfferToAgent flag for Direct Transfer and Consult scenarios so the Agent Manager correctly identifies these tasks as active offers. When an agent reconnects, the platform re-presents any pending Direct Transfer or Consult requests, reducing missed requests and improving response times.

Issue: Before this, email attachments were displayed without their file names or extensions, making it hard for agents to identify and open the correct files.

Resolution: This has now been fixed by updating the attachment display for each file to show its name, extension, and size, allowing agents to identify and select the correct attachment quickly.

This fix improves the reliability of email handling for the MS Exchange, especially during delays and failovers.

Previously, there was an issue in sending a quoted reply from Agent Desk. This has been fixed, and businesses can now send quoted replies on Facebook Direct Messages.