Patch Release CX5.9.1

CX5.9.1

2026-09-03

Delivers reliability fixes for email threading, outbound email visibility on Agent Desk, Facebook comment/DM UI differentiation, and Agent/Customer SLA timer accuracy.

Deployment Guide

CX5.9.0 → CX5.9.1

Fix Email Thread Viewing Errors

Issue: When an email included multiple thread IDs, the system could incorrectly treat them as a single ID, causing an error that prevented agents from viewing the full email thread.

Resolution: Email thread handling now correctly recognizes multiple thread IDs, so agents can open and view complete email threads without errors.

Restore Outbound Email Option on AgentDesk

Issue: Agents could not find the option to start an outbound email to a customer from AgentDesk, even though the underlying capability existed.

Resolution: The outbound email option is now available on AgentDesk, so agents can initiate outbound emails to customers directly from the interface.

Distinguish Facebook Comments from Direct Messages

Issue: Facebook Page comments and direct messages looked identical in the conversation view, making it hard for agents to tell which type of message they were responding to.

Resolution: Facebook Page comments now display a "Post Comment" label, so agents can immediately tell them apart from direct messages.

Fix Missing Agent SLA Timer

Issue: In some conversations, the Agent SLA countdown timer did not appear on the AgentDesk, leaving agents without visibility into how much time remained to respond.

Resolution: The Agent SLA timer now displays reliably for every conversation, giving agents accurate visibility into their response deadline.

Fix Customer SLA Not Triggering

Issue: In some conversations across Web Chat and Facebook, the Customer SLA timer did not trigger as expected, so inactive conversations were not being closed on schedule.

Resolution: This patch corrects the Customer SLA triggering logic, ensuring inactive conversations on these channels close as expected.