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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 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 Bots

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

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 16 ·Updated 9 days ago

Chat Button's Customer Time-out Setting not respected when Bot transfers chat using 'Transfer' Rule Action and Time-out is set above Bot Default Timeo

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

Einstein Bots

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.

Einstein Bots

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 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 10 ·Updated 17 days ago

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