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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 112 ·Updated 3 days ago

Chat Bot Rich Menu and Rich Button text values are truncated to 40 characters when using standard chat button (non-Snap-In)

Live Agent , Einstein Bots

SUMMARY: When using a chat bot that has dialogs or choices with very long values, those values will be truncated to 40 characters when interacting with those chat bots via normal chat buttons. However, when using those chat bots in snap-ins, those long values are wrapped instead of truncated. -...

In Review ·Reported By 1 ·Updated 2 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 8 ·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can change the status of transcripts to In Progress directly, or may indirectly change it if the list view contains outdated data for the status field of an ended chat and the user is editing a different field....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 8 ·Updated 4 days ago

Visitor response to dialog menu in Einstein Bot is not saved when the chat is initiated through Embedded service SDK

Einstein Bots

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 5 ·Updated 4 days ago

When chat is transferred from bot to an agent and then agent is disconnected/goes offline, chat is not automatically transferred to the next agent

Omni-Channel , Einstein Bots

When a bot transfers to an agent and the agent goes offline, the chat does not transfer to another agent.

In Review ·Reported By 8 ·Updated 5 days ago

Custom header background images in an Embedded Service chat window appear tiled/repeated

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

When using a custom image for the header background of an Embedded Services chat window with the recommended size of 320x164 pixels the image may appear tiled or repeated.

In Review ·Reported By 5 ·Updated 5 days ago

Einstein Bots Performance Dashboard not showing metrics

Lightning , Einstein Bots

An active Bot is not displaying metrics on the Performance Dashboard.

In Review ·Reported By 7 ·Updated 10 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 1 ·Updated 11 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.

In Review ·Reported By 25 ·Updated 12 days ago

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