Support Article
Performance degrades when system receives large attachments
SA-53180
Summary
Performance degrades when a system receives inbound emails with large sized attachments (one single large attachment or multiple smaller attachments) and when outbound correspondences are sent.
Error Messages
Not Applicable
Steps to Reproduce
Answer an inbound call when an email with multiple or large attachments comes in or when sending outbound correspondences.
Root Cause
An issue in the custom application code or rules.
Outbound correspondence was sent in the user thread instead of using the out-of-the-box Notify flow shape which sent the correspondence in the background.
Resolution
Perform the following local-change:
Update the Flows to use the Notify shape and generate outbound emails through Agent processing.
Published January 31, 2019 - Updated October 8, 2020
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