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Known Issues · Einstein Bots

FindOrCreate/prechat records for Live Agent-routed chats fail to open in console and map to the transcript for chats transferred from a chatbot

Live Agent , Einstein Bots

Whenever a chat is routed from Einstein Bot with live agent routing type(Non-Omni), this will route the chat to the agent console however, this will not open the pre-chat records created(like Case, Contact) and map them to the transcript record.

In Review ·Reported By 10 ·Updated Today

Getting FIELD_NOT_UPDATABLE Error while trying to update CaseId on Chat Transcript entity using Process Builder

Einstein Bots , Spring 21

When trying to update CaseId on Chat Transcript object using Process Builder, we are getting FIELD_NOT_UPDATABLE Error . Process Builder Error Message: Error Occurred: The flow tried to update these records: null. This error occurred: FIELD_NOT_UPDATABLE: You cannot edit this field - null.

In Review ·Reported By 9 ·Updated 2 days ago

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 211 ·Updated 6 days ago

Users not able to clone Einstein Bot

Einstein Bots

When users try to clone an existing bot on their org, They might see exceptions like "com.sforce.ws.ConnectionException: Exception occurred in direct soap call". Note: This is not happening for all bots

In Review ·Reported By 13 ·Updated 5 days ago

Event Label returns "0" when using Bulk API to query the ConversationDefinitionEvent Object

Platform , Einstein Analytics - Data Integration , Einstein Bots

Einstein Bot customers are reporting that the Event Label returns "0" on about half the records from the ConversationDefinitionEvent when using Bulk API. Querying the same ConversationDefinitionEvent records with "0" using SOAP API can return detailed information. NOTE: The Tableau CRM (Formerly...

Fixed - Summer '21 ·Reported By 2 ·Updated 8 days ago

[ServiceSDK] ChatBot is stuck with Connecting message when transfer to agent failed

Service , Einstein Bots

Einstein bot in Android or iOS app get stuck with message “Connecting to and Agent this may take few moments” during 'Transfer to Agent' and the transfer failed due to no available agent.

In Review ·Reported By 13 ·Updated 9 days ago

When bot transfers chat to a queue intermittently the "We’re transferring you to an agent" doesn't show

Omni-Channel , Einstein Bots

EXPECTED RESULTS: When a chat customer requests the Bot to transfer the chat to an agent, they should see the messages "We’re transferring you to an agent" in their chat window ACTUAL RESULTS: Intermittently, when a chat customer requests the Bot to transfer the chat to an agent, they do not...

In Review ·Reported By 3 ·Updated 11 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 30 ·Updated 13 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

Fixed in version LiveAgent.230.e ·Reported By 75 ·Updated 17 days ago

[LiveMessage] Confused Bot may interrupt agent and endUser conversation even after the MessageSession is transferred

Service , LiveMessage , Einstein Bots

If an end user sends any message while transfer from Bot to a queue/agent is in progress, the enduser may end up chatting with both Live agent and Bot simultaneously. During the conversation, the bot can be seen sending confused dialogues despite the endUser already engaged to an Agent.

In Review ·Reported By 8 ·Updated 22 days ago

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