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Support Article

Performance degrades when system receives large attachments



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.


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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