When the customer (human agent) responds to a message from their enduser, the message is not always visible for the enduser. For them it seems they don't receive any response.

Issue is now only reported and seen by one employee but they assume it's happening to more employees as they see their response time of ticket handling is dropping lately.

The issue occured on 10th of july (11.00-12.00) and 11th of july (13.30). They see this happening since the release of enduser data (browser info etc).

Happens in both browser (Firefox) and app.

Company ID: 3485