Issues with Outgoing Replies when Undo Send is enabled for agents

Update timeline

1. investigating Dec 08, 2021, 10:30 PM UTC

   We are currently facing issues with outgoing emails. When Undo Send is enabled for an agent, the actual content gets stripped off and a series of dashes appear as the reply. Our engineering team is notified and is working with priority to resolve this issue, updates to follow.

2. investigating Dec 09, 2021, 12:15 AM UTC

   We have identified that disabling Undo Send under Agent Profile Settings resolves the issue temporarily. We request the users who are facing the issue to disable the same until we fix this. We sincerely regret any inconvenience caused

3. investigating Dec 09, 2021, 01:15 AM UTC

   To mitigate the issue, we have temporarily disabled 'Undo Send' feature for all the active accounts. If you are still having trouble, please check if Undo Send is disabled under Agent Profile Settings

4. resolved Dec 09, 2021, 01:41 AM UTC

   As updated earlier, we have disabled the Undo Send feature for all the active accounts to mitigate the issue. Our engineers are working to fix the issue with the feature. We have received confirmation that the emails are being sent as usual with the intended content. If you are still facing any issues, please refresh the page, clear your browser cache and try again. If the problem persists, please contact us