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 246 ·Updated 6 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 4 ·Updated 3 days ago
Einstein bot returns a system error when Japanese currency is entered in a chat.
Einstein bot returns a system error when Japanese currency is entered in a chat. In Event Log, following error is displayed. Exception when getting ELU insights: java.lang.ArithmeticException: Scale of amount x is greater than the scale of the currency JPY
In Review ·Reported By 2 ·Updated 3 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 16 ·Updated 9 days ago
Live Agent , Lightning , Einstein Bots
When a web chat channel is connected to an Einstein bot and the bot uses a 'Transfer Rule Action' to transfer a chat from a Bot to an Agent, the 'Customer Time-Out (seconds)' set in the Chat Button's configurations is not respected if the timeout is greater than the Bot's default time-out of 30 minutes....
In Review ·Reported By 8 ·Updated 10 days ago
Embedded Service Queue Position component is not displayed
Intermittently, the Queue position will not be displayed when Bot transfers the request to an agent.
In Review ·Reported By 3 ·Updated 10 days ago
Option to Train Bot is greyed out.
Few orgs may notice the option to Train Bot is greyed out.
In Review ·Reported By 1 ·Updated 13 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 36 ·Updated 14 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 16 days ago
Visitor response to Dialog menu in Einstein Bot is saved as null when the chat is initiated through Embedded service SDK.
In Review ·Reported By 10 ·Updated 17 days ago
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