[SOA]: Bugbash for releases 28.x - Contact unable to find due to Qasim map to Megan, different names

src/Apps/W1/SalesOrderAgent/app/.resources/Prompts/SalesOrderAgent-AgentInstructions.md

@@ -143,25 +143,26 @@
 					"steps_include_numbering": "true",
 					"steps": [
 						{
-							"value": "Navigate to the contact list page and use the search function to find the contact.",
+							"value": "Navigate to the contact list page. **If there is only one contact record displayed, select it directly without using the search function. If there are multiple contacts, use the search function to find the correct contact.**",
 							"steps_include_numbering": "true",
 							"steps": [
 								"{% if page.id == 5052 -%}",
 								"Use information available to you from the conversation history one by one, starting with the email address, sender's name, company name, phone number, etc.",
-								"Do not select a contact without performing a search first.",
+								"If there are multiple contacts, do not select a contact without performing a search first.",
 								"{% endif -%}"
 							]
 						},
 						{
-							"value": "If the contact is not found, navigate to the customer list page and use the search function to find the customer.",
+							"value": "If the contact is not found, navigate to the customer list page. **If there is only one customer record displayed, select it directly without using the search function. If there are multiple customers, use the search function to find the correct customer.**",
 							"steps_include_numbering": "true",
 							"steps": [
 								"{% if page.id == 22 -%}",
 								"Use information available to you from the conversation history one by one, starting with the email address, sender's name, company name, phone number, etc.",
-								"Do not select a customer without performing a search first.",
+								"If there are multiple customers, do not select a customer without performing a search first.",
 								"{% endif -%}"
 							]
 						},
+						"**Important:** Once you have selected a contact or customer record from the search results, proceed with sales quote creation even if the contact's or customer's name or email address does not exactly match the conversation history. Incoming emails can be mapped to another contact for response routing. The selected record is authoritative; do not request assistance only because of this mismatch.",
 						"If neither the contact nor the customer is found, then request for assistance."
 					]
 				},

src/Apps/W1/SalesOrderAgent/app/src/Integration/SOAContactSearchImpl.Codeunit.al

@@ -0,0 +1,59 @@
+// ------------------------------------------------------------------------------------------------
+// Copyright (c) Microsoft Corporation. All rights reserved.
+// Licensed under the MIT License. See License.txt in the project root for license information.
+// ------------------------------------------------------------------------------------------------
+namespace Microsoft.Agent.SalesOrderAgent;
+
+using Microsoft.CRM.Contact;
+using System.Agents;
+
+codeunit 4412 "SOA Contact Search Impl"
+{
+    Access = Internal;
+    EventSubscriberInstance = Manual;
+    InherentEntitlements = X;
+    InherentPermissions = X;
+
+    var
+        AgentTaskID: BigInteger;
+
+    internal procedure SetAgentTaskID(NewAgentTaskID: BigInteger)
+    begin
+        AgentTaskID := NewAgentTaskID;
+    end;
+
+    [EventSubscriber(ObjectType::Page, Page::"Contact List", OnBeforeFindRecord, '', false, false)]
+    local procedure FindRecordContactFromList(var Rec: Record Contact; Which: Text; var Found: Boolean; var IsHandled: Boolean)
+    begin
+        FindRecordContact(Rec, Which, Found, IsHandled);
+    end;
+
+    local procedure FindRecordContact(var Rec: Record Contact; Which: Text; var Found: Boolean; var IsHandled: Boolean)
+    var
+        AgentTaskMessage: Record "Agent Task Message";
+        SOATaskContactOverride: Record "SOA Task Contact Override";
+        OriginalFilterGroup: Integer;
+    begin
+        if AgentTaskID = 0 then
+            exit;
+
+        AgentTaskMessage.SetLoadFields(ID);
+        AgentTaskMessage.SetRange("Task ID", AgentTaskID);
+        AgentTaskMessage.SetRange(Type, AgentTaskMessage.Type::Input);
+        AgentTaskMessage.SetFilter(Status, '<>%1&<>%2', AgentTaskMessage.Status::Discarded, AgentTaskMessage.Status::Rejected);
+        AgentTaskMessage.SetCurrentKey("Task ID", SystemCreatedAt);
+        AgentTaskMessage.Ascending(false);
+        if not AgentTaskMessage.FindFirst() then
+            exit;
+
+        if not SOATaskContactOverride.Get(AgentTaskID, AgentTaskMessage.ID) then
+            exit;
+
+        OriginalFilterGroup := Rec.FilterGroup();
+        Rec.FilterGroup(11);
+        Rec.SetRange("No.", SOATaskContactOverride."Contact No.");
+        Rec.FilterGroup(OriginalFilterGroup);
+        Found := Rec.Find(Which);
+        IsHandled := true;
+    end;
+}

src/Apps/W1/SalesOrderAgent/app/src/Integration/SOAEmailMessage.Page.al

@@ -419,12 +419,7 @@ page 4404 "SOA Email Message"
                     exit(true);
                 end;
 
-        Contact.SetFilter("E-Mail", SOAFiltersImpl.GetSafeFromEmailFilter(EmailAddress));
-        ContactCount := Contact.Count();
-        if not Contact.FindFirst() then
-            exit(false);
-
-        exit(true);
+        exit(SOAFiltersImpl.FindContactByEmail(Contact, EmailAddress, ContactCount));
     end;
 
     local procedure GetSOAEmail(var AgentTaskMessage: Record "Agent Task Message"): Boolean

src/Apps/W1/SalesOrderAgent/app/src/Integration/SOASendReply.Codeunit.al

@@ -6,6 +6,7 @@
 #pragma warning disable AS0007
 namespace Microsoft.Agent.SalesOrderAgent;
 
+using Microsoft.CRM.Contact;
 using System.Agents;
 using System.Email;
 using System.Telemetry;
@@ -24,7 +25,11 @@ codeunit 4419 "SOA Send Reply"
         AgentMessage: Codeunit "Agent Message";
         Email: Codeunit Email;
         EmailMessage: Codeunit "Email Message";
+        BCCRecipients: List of [Text];
+        CCRecipients: List of [Text];
+        ToRecipients: List of [Text];
         Body: Text;
+        MappedContactEmail: Text;
         Subject: Text;
     begin
         Rec.Get(Rec."Task ID", Rec.ID);
@@ -36,11 +41,23 @@ codeunit 4419 "SOA Send Reply"
 
         Subject := StrSubstNo(EmailSubjectTxt, InputAgentTaskMessage."Task ID");
         Body := AgentMessage.GetText(Rec);
-        EmailMessage.CreateReplyAll(Subject, Body, true, InputAgentTaskMessage."External ID");
+        MappedContactEmail := GetMappedContactEmail(InputAgentTaskMessage);
+
+        if MappedContactEmail <> '' then begin
+            ToRecipients.Add(MappedContactEmail);
+            GetOriginEmailRecipients(InputAgentTaskMessage, CCRecipients, BCCRecipients);
+            EmailMessage.CreateReply(ToRecipients, Subject, Body, true, InputAgentTaskMessage."External ID", CCRecipients, BCCRecipients);
+        end else
+            EmailMessage.CreateReplyAll(Subject, Body, true, InputAgentTaskMessage."External ID");
+
         AddMessageAttachments(EmailMessage, Rec);
 
-        if not Email.ReplyAll(EmailMessage, SOASetup."Email Account ID", SOASetup."Email Connector") then
-            Error(EmailReplyFailedErr);
+        if MappedContactEmail <> '' then begin
+            if not Email.Reply(EmailMessage, SOASetup."Email Account ID", SOASetup."Email Connector") then
+                Error(EmailReplyFailedErr);
+        end else
+            if not Email.ReplyAll(EmailMessage, SOASetup."Email Account ID", SOASetup."Email Connector") then
+                Error(EmailReplyFailedErr);
 
         AgentMessage.SetStatusToSent(Rec."Task ID", Rec.ID);
     end;
@@ -53,6 +70,76 @@ codeunit 4419 "SOA Send Reply"
         EmailSubjectTxt: Label 'Sales order agent reply to task %1', Comment = '%1 = Agent Task id';
         EmailReplyFailedErr: Label 'The email reply could not be sent.';
         InvalidReplyMessageErr: Label 'Only reviewed output messages can be sent as replies.';
+        InvalidMappedContactErr: Label 'The contact mapping for this message is no longer valid. Choose another contact before sending the reply.';
+        MappedContactEmailMissingErr: Label 'The mapped contact %1 does not have a primary email address. Add an email address to the contact or choose another contact before sending the reply.', Comment = '%1 = Contact No.';
+        MultipleAlternateEmailMappingsErr: Label 'The sender''s alternate email address is assigned to more than one contact. Remove the duplicate alternate email mappings before sending the reply.';
+
+    local procedure GetMappedContactEmail(InputAgentTaskMessage: Record "Agent Task Message"): Text
+    var
+        SOATaskContactOverride: Record "SOA Task Contact Override";
+        Contact: Record Contact;
+        SOAFiltersImpl: Codeunit "SOA Filters Impl.";
+        ContactCount: Integer;
+    begin
+        if SOATaskContactOverride.Get(InputAgentTaskMessage."Task ID", InputAgentTaskMessage.ID) then begin
+            if SOATaskContactOverride."Contact No." = '' then
+                ErrorMappedContact(InvalidMappedContactErr);
+
+            Contact.SetLoadFields("E-Mail");
+            if not Contact.Get(SOATaskContactOverride."Contact No.") then
+                ErrorMappedContact(InvalidMappedContactErr);
+            if Contact."E-Mail" = '' then
+                ErrorMappedContact(StrSubstNo(MappedContactEmailMissingErr, Contact."No."));
+
+            exit(Contact."E-Mail");
+        end;
+
+        // Only the alternate email represents a persistent mapping; primary email matches keep the existing Reply All behavior.
+        if SOAFiltersImpl.FindContactByAlternateEmail(Contact, InputAgentTaskMessage.From, ContactCount) then begin
+            if ContactCount > 1 then
+                ErrorMappedContact(MultipleAlternateEmailMappingsErr);
+            if Contact."E-Mail" = '' then
+                ErrorMappedContact(StrSubstNo(MappedContactEmailMissingErr, Contact."No."));
+
+            exit(Contact."E-Mail");
+        end;
+
+        if ContactCount > 0 then
+            ErrorMappedContact(InvalidMappedContactErr);
+
+        exit('');
+    end;
+
+    local procedure ErrorMappedContact(ErrorMessage: Text)
+    var
+        MappedContactErrorInfo: ErrorInfo;
+    begin
+        MappedContactErrorInfo.Message(ErrorMessage);
+        Error(MappedContactErrorInfo);
+    end;
+
+    local procedure GetOriginEmailRecipients(InputAgentTaskMessage: Record "Agent Task Message"; var CCRecipients: List of [Text]; var BCCRecipients: List of [Text])
+    var
+        SOAEmail: Record "SOA Email";
+        EmailInbox: Record "Email Inbox";
+        OriginEmailMessage: Codeunit "Email Message";
+    begin
+        SOAEmail.SetLoadFields("Email Inbox ID");
+        SOAEmail.SetRange("Task ID", InputAgentTaskMessage."Task ID");
+        SOAEmail.SetRange("Task Message ID", InputAgentTaskMessage.ID);
+        if not SOAEmail.FindFirst() then
+            exit;
+
+        EmailInbox.SetLoadFields("Message Id");
+        if not EmailInbox.Get(SOAEmail."Email Inbox ID") then
+            exit;
+
+        if not OriginEmailMessage.Get(EmailInbox."Message Id") then
+            exit;
+
+        OriginEmailMessage.GetRecipients(Enum::"Email Recipient Type"::Cc, CCRecipients);
+        OriginEmailMessage.GetRecipients(Enum::"Email Recipient Type"::Bcc, BCCRecipients);
+    end;
 
     local procedure AddMessageAttachments(var EmailMessage: Codeunit "Email Message"; var AgentTaskMessage: Record "Agent Task Message")
     var

src/Apps/W1/SalesOrderAgent/app/src/Integration/SOATaskMessage.Codeunit.al

@@ -90,6 +90,8 @@ codeunit 4398 "SOA Task Message"
         SentAgentTaskMessage: Record "Agent Task Message";
         SOATaskContactOverride: Record "SOA Task Contact Override";
         OverrideContact: Record Contact;
+        SOAFiltersImpl: Codeunit "SOA Filters Impl.";
+        ContactCount: Integer;
     begin
         Clear(ToAddress);
         if OutputAgentTaskMessage.Type <> OutputAgentTaskMessage.Type::Output then
@@ -110,29 +112,31 @@ codeunit 4398 "SOA Task Message"
                     end;
             end;
 
+        if SOAFiltersImpl.FindContactByEmail(OverrideContact, SentAgentTaskMessage.From, ContactCount) and (ContactCount = 1) then
+            if OverrideContact."E-Mail" <> '' then begin
+                ToAddress := OverrideContact."E-Mail";
+                exit(true);
+            end;
+
         ToAddress := SentAgentTaskMessage.From;
         exit(true);
     end;
 
     internal procedure MessageRequiresReview(SOASetup: Record "SOA Setup"; EmailInbox: Record "Email Inbox"; IsFirstMessageInTask: Boolean): Boolean
     var
-        Contact: Record Contact;
         SOAFiltersImpl: Codeunit "SOA Filters Impl.";
         SOAInputMessageReview: Enum "SOA Input Message Review";
     begin
         // If we have the same review setting for both registered and unregistered senders,
         // then we can skip trying to find the contact.
         if SOASetup."Known Sender In. Msg. Review" = SOASetup."Unknown Sender In. Msg. Review" then
             SOAInputMessageReview := SOASetup."Known Sender In. Msg. Review"
-        else begin
+        else
             // Check if the sender is a registered contact
-            Contact.SetFilter("E-Mail", SOAFiltersImpl.GetSafeFromEmailFilter(EmailInbox."Sender Address"));
-            Contact.ReadIsolation := IsolationLevel::ReadCommitted;
-            if Contact.IsEmpty() then
+            if not SOAFiltersImpl.ContactExistsByEmail(EmailInbox."Sender Address") then
                 SOAInputMessageReview := SOASetup."Unknown Sender In. Msg. Review"
             else
                 SOAInputMessageReview := SOASetup."Known Sender In. Msg. Review";
-        end;
 
         case SOAInputMessageReview of
             SOAInputMessageReview::"All Messages":

src/Apps/W1/SalesOrderAgent/app/src/PageExtention/SOAContactListExt.PageExt.al

@@ -0,0 +1,35 @@
+// ------------------------------------------------------------------------------------------------
+// Copyright (c) Microsoft Corporation. All rights reserved.
+// Licensed under the MIT License. See License.txt in the project root for license information.
+// ------------------------------------------------------------------------------------------------
+namespace Microsoft.Agent.SalesOrderAgent;
+
+using Microsoft.CRM.Contact;
+
+pageextension 4411 "SOA Contact List Ext" extends "Contact List"
+{
+    layout
+    {
+        addafter("E-Mail")
+        {
+            field("SOA E-Mail 2"; Rec."E-Mail 2")
+            {
+                ApplicationArea = Basic, Suite;
+                Caption = 'Email 2';
+                ToolTip = 'Specifies an alternative email address for the contact.';
+                Visible = IsAgentSession;
+            }
+        }
+    }
+
+    trigger OnOpenPage()
+    var
+        SOAKPITrackAll: Codeunit "SOA - KPI Track All";
+        AgentTaskID: BigInteger;
+    begin
+        IsAgentSession := SOAKPITrackAll.IsOrderTakerAgentSession(AgentTaskID);
+    end;
+
+    var
+        IsAgentSession: Boolean;
+}

src/Apps/W1/SalesOrderAgent/app/src/Profile/PageCustomizations/SOAContactList.PageCust.al

@@ -58,6 +58,10 @@ pagecustomization "SOA Contact List" customizes "Contact List"
         {
             Visible = true;
         }
+        modify("SOA E-Mail 2")
+        {
+            Visible = true;
+        }
         modify("Fax No.")
         {
             Visible = true;