Switchover Resiliency for Chats/Emails/Callbacks and SMS

Switchover now allows chat/email and callback request objects to remain connected in the system during a switchover.

Email interactions in a queue are re-queued, while emails connected to an agent remain connected. In case of a switchover, emails that contain HTML are converted to plain text and markup is lost. Any attachment to a draft email is not synchronized and must be attached to the draft email again after the switchover completes.

Chat interactions remain connected, and the web user won’t be aware of the switch. Intercom chats remain connected and the chat history information is maintained.  In case of a file transfer during a switchover, the transfer might fail and the user must restart the transfer. 

Callback requests remain in the system and continue to be routed after the switchover completes.