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 236 ·Updated 2 days ago
Unable to configure/edit Article Answers
Knowledge , Lightning , Einstein Bots
Customers who were enrolled in the Article Answers pilot program in Spring'21 are now unable to configure / edit /Get started field mappings in Summer'21 release
In Review ·Reported By 1 ·Updated 2 days ago
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 12 ·Updated 3 days ago
Einstein Bot is responding before the double opt-in confirm completes on SMS messaging channel
If a messaging number is configured for Double opt-in and Einstein Bots. When a user tries to connect to a messaging Channel by entering any text like "Hi", "Hello" or any message. Before the double opt-in confirmation happens users will get responses from Channel and Bot in parallel. Actual Result:...
In Review ·Reported By 3 ·Updated 3 days ago
Einstein Bot: Object search action on Knowledge object displays 'Search Criteria' with conditions instead of just asking for 'Search Variable'
In Review ·Reported By 4 ·Updated 4 days ago
'You don't have access to this record. Ask your administrator for help or to request access.' error appears when selecting Overview in the Einstein Bot Builder.
Fixed - Summer '21 Patch 11.0 ·Reported By 33 ·Updated 6 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can change the status of transcripts to In Progress directly, or may indirectly change it if the list view contains outdated data for the status field of an ended chat and the user is editing a different field....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 34 ·Updated 11 days ago
Unable to map field values to skills during Attribute Setup for Skills-Based Routing
Service , Live Agent , Service Cloud Console , Lightning , Omni-Channel , Einstein Bots
During the mapping fields portion of the Attribute Setup for Skill-Based Routing process, if a field with a Data Type of Reference is selected to be mapped to an attribute, and there are a large volume of records for the object being referenced, the ability to select Field Values, Skills, Skill Level...
In Review ·Reported By 13 ·Updated 11 days ago
Einstein chat bots not recognizing money units like 'cent' & '£'
Einstein Bots aren't supporting currency units like 'cent' & '£' on chat conversation. When end-user typer money units like 'cent' & '£', the bot will not recognize these units and throw exception like, Exception when getting ELU insights: org.joda.money.IllegalCurrencyException: Unknown currency...
In Review ·Reported By 15 ·Updated 18 days ago
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 13 ·Updated 18 days ago
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