Salesforce Known Issues
Trailblazer Community

Chat remains in the fallback queue indefinitely when none of its members is available

Live Agent , Omni-Channel

Use Omni flow to route chats directly to an agent while having a fallback Queue configured. When the agent is not available, the chat is sent to a fallback queue. If none of the members of the fallback queue are available, the chat remains indefinitely in the queue and does not terminate. EXPECTED...

Fixed in version Chat / Omni-Channel Spring '23 Release Preparation Notice ·Reported By 4 ·Updated 18 days ago

Inserting LiveChatTranscripts with duplicate chatKeys in apex using a list bypasses the unique requirement on the chatKey field

Live Agent

Inserting LiveChatTranscripts with duplicate chatKeys in apex using a list bypasses the unique requirement on the chatKey field - Actual Result The insert of the list of transcripts with matching chatKeys is allowed - Expected Result. The insert should fail

In Review ·Reported By 1 ·Updated 18 days ago

Cases created via Offline chat are linking contact to case when multiple contacts present with same email address.

Live Agent , Lightning , Omni-Channel

When Offline chat is enabled, the most recent contact is linked to the case when multiple contacts present with the same email address.

In Review ·Reported By 6 ·Updated 19 days ago

Deleting LiveChatTranscripts that are associated with ConversationContextEntry throws "Entity is deleted" error

Live Agent

Deleting LiveChatTranscripts that are associated with ConversationContextEntry objects and then querying deleted ConversationContextEntry objects throws "Entity is deleted" error

In Review ·Reported By 3 ·Updated 19 days ago

Chat tab is not automatically closed when agent leaves the conference

Live Agent , Omni-Channel

When the agent leaves the conference, the corresponding console tab is not automatically closed. This has a side effect in case, after leaving the conference, the agent get transferred the same chat. In this scenario, if he accepts it and then ends it, he will be logged out from Omni.

In Review ·Reported By 2 ·Updated 19 days ago

Embedded Service Chat Snap-in Global Action creates case with null RecordTypeId when attempting to create a case with a restricted picklist value

Live Agent

When a new case is created through a snap-in global action upon the submission of a new chat, and the case has a custom picklist value selected that is restricted for that case record type, then the original case creation fails, but a new case is created with no RecordTypeId defined and many other fields...

In Review ·Reported By 28 ·Updated 20 days ago

Accessibility: The "Write a message" Placeholder on Embedded Chat Pages Disappears Once the User Starts Typing

Live Agent , Disability and Product Accessibility

On Live Agent chat pages, once the user starts typing messages, the "Write a message" placeholder disappears, confusing some users with cognitive or memory disabilities.

In Review ·Reported By 1 ·Updated 20 days ago

Embedded Chat fails to load from a Visualforce page or Bot in orgs with NameSpace prefix enabled

Live Agent , Lightning , Einstein Bots

When NameSpace prefix feature is enabled in an Org, Embedded chats initiated from a Visualforce page or Einstein Bot fail. An error for the failure will be present in the browser console > network logs such as the example below: /**/embedded_svc.liveAgentAPI.handleChatSettings({"messages":[{"type":"EmbeddedServiceError",...

In Review ·Reported By 19 ·Updated 21 days ago

Bot-to-bot transfer leads to removal of footer menu options in chat window on chasitor side

Live Agent

When a bot to bot transfer is done, then all footer menu options are removed on the chasitor chat window, even if the second bot (where the chat was transferred) has one or more footer menu options configured.

In Review ·Reported By 2 ·Updated 24 days ago

When the status on the Omni routed case is updated either manually or through API an exception is occurred intermittently(Error Id. :1414688161)

Live Agent , Omni-Channel

When the status on the Omni Channel routed case is updated either manually or through API an exception is occurred intermittently

In Review ·Reported By 1 ·Updated 25 days ago

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