Salesforce Known Issues
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Known Issues · Einstein Bots

Live Chat Transcripts stuck in a status of 'In Progress' or 'Waiting'

Service , Live Agent , Service Cloud Console , Lightning , Omni-Channel , Einstein Bots

An agent leaving a chat and/or visitor ending a chat can result in the Live Chat Transcript record to be lost to race conditions causing the status to become stuck in either “In Progress” or “Waiting” Note: There are other ways in which transcripts can become stuck with a status of "In Progress" or...

In Review ·Reported By 168 ·Updated 5 days ago

Current dialogs message not displaying when dialogs next step is end chat

Einstein Bots

When using the "End Chat" action to end an Einstein Bot session, intermittently the final dialog message may not be shown to the visitor. The chat transcript will show the full dialog as expected, without the missing messages.

Fixed in version Liveagent.230 ·Reported By 27 ·Updated 3 days ago

Einstein Bot is not sending messages back to the connected Whatsapp Channel

Service , Messaging , Lightning , Einstein Bots

When a Whatsapp channel is connected to an Einstein Bot, messaging into the Whatsapp channel does not trigger the Bot to respond

In Review ·Reported By 35 ·Updated 4 days ago

Einstein Bot becomes unresponsive when clicking on a link that opens another tab within a community within iOS

Live Agent , Service Cloud Console , Omni-Channel , Einstein Bots

Einstein Chatbots can supply links to users for a wide variety of uses. If a link is clicked within a Salesforce community that was supplied by the bot conversation, this will open a second community tab. As a result of this second tab opening, the chatbot in this tab will become unresponsive. This...

In Review ·Reported By 5 ·Updated 4 days ago

Visitor response to dialog menu in Einstein Bot shows as null in the Chat Transcript when response options show as buttons and chat window uses VF

Live Agent , Einstein Bots

When a chatbot asks a question and is configured to show response options as buttons, clicking those buttons writes "null" to the transcript if the chat button uses a custom VF page for the chat window

In Review ·Reported By 3 ·Updated 4 days ago

Chat Transcript stuck in a status of "In Progress"

Service , Live Agent , Service Cloud Console , Lightning , Omni-Channel , Einstein Bots , Listviews

If in-line editing is available in a transcript list view that contains the Status field, users can change the status of transcripts to In Progress directly, or may indirectly change it if the list view contains outdated data for the status field of an ended chat and the user is editing a different field....

In Review ·Reported By 23 ·Updated 5 days ago

Cancelled chats can cause the transcript record to become stuck in a status of "In Progress"

Service , Live Agent , Service Cloud Console , Omni-Channel , Einstein Bots

If a chasitor (chat visitor) cancels an Omni routed chat just as it's being accepted by an agent, there are circumstances where the transcript for that chat will get stuck in the "In Progress" status. Note: There are other ways in which transcripts can become stuck with a status of "In Progress"...

In Review ·Reported By 20 ·Updated 5 days ago

When a bot attempts to transfer to a second queue after initially attempting to transfer to the first queue, the second transfer fails

Service , Service Cloud Console , Omni-Channel , Einstein Bots

When a bot is configured to route a chat to a second queue because the agent receiving the initial transfer from a bot declines it (and no other agents are available in the first queue), the transfer to the second queue fails.

Fixed ·Reported By 10 ·Updated 5 days ago

While ending chat from bot it shows "Chat ended from lost connection" if postchatpage is there on chat button

Einstein Bots

While using Einstein bot, if post chat page is added to the chat button, when the chat ends because of no agents availability then "Conversation ended by lost connection" message is displayed instead of "Conversation ended by bot".

In Review ·Reported By 9 ·Updated 5 days ago

Transfer To Agent functionality does not respect the "response delay" setting in bot builder

Live Agent , Lightning , Einstein Bots

When using a Bot Response Delay on an Einstein bot, the transfer functionality does not respect the delayed response resulting in messages sent from the bot after the conversation has been successfully transferred to an Agent

In Review ·Reported By 1 ·Updated 5 days ago

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