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 135 ·Updated Yesterday

Pre-chat image not appearing on Bot Builder Preview

Einstein Bots , Summer 20

When an Embedded Service deployment has custom images under additional branding, such as Pre-chat image, they are not appearing on the Chat window of the Einstein Bot Builder Preview.

Fixed - Winter '21 Patch 6.0 ·Reported By 0 ·Updated Today

Keyboard hotkeys are active when typing in search box

Einstein Bots

Shortcut keys are triggered when searching for dialog on Bot training tab

In Review ·Reported By 1 ·Updated Yesterday

When using a chatbot within a Community and the page is refreshed, bot avatar and last bot message are not aligned.

Live Agent , Communities , Omni-Channel , Einstein Bots

When using a chatbot within a Community and the page is refreshed, bot avatar and last bot message are not aligned. Actual Behavior: The avatar is displaying at the top-left with respect to the message and the message slides to the right. Expected Behaviour: Avatar should display on the bottom-left...

In Review ·Reported By 6 ·Updated 2 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can change the status of transcripts to In Progress directly, or may indirectly change it if the list view contains outdated data for the status field of an ended chat and the user is editing a different field....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 13 ·Updated 3 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 3 ·Updated 3 days ago

Einstein Bots intermittently returning Error: No agent is available

Einstein Bots

Einstein Bots is intermittently showing Error: No agent is available message

In Review ·Reported By 66 ·Updated 5 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 3 ·Updated 4 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 18 ·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 3 ·Updated 5 days ago

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