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 195 ·Updated 2 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 67 ·Updated 3 days ago
Service , Live Agent , Service Cloud Console , Omni-Channel , Einstein Bots
When using Chat with Bots the End Time field value for Chat Transcript records are incorrectly set if a Bot transfers to a queue and the first agent it routes to declines the chat. The date/time is being set to the time that the first agent declines rather than the expected date/time for when the chat...
In Review ·Reported By 1 ·Updated 2 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 12 ·Updated 4 days ago
Pre-chat form not displaying after chat request is canceled
Live Agent , Omni-Channel , Einstein Bots
When a chat request is enqueued and the user clicks on a link that contains the embedded service deployment, if then clicks on "cancel chat"+"Leave" and then tries to initiate a new chat, no pre-chat form is displayed and the request is directly enqueued. ACTUAL RESULT After Cancel Chat no pre-chat...
In Review ·Reported By 1 ·Updated 4 days ago
API , Live Agent , Einstein Bots
When using Live Agent and Embedded Service on an external domain, files involved in the loading of the chat widget may be requested on the host domain instead of the Salesforce domain when viewed in the Safari browser. This may result in HTTP 404 errors observed in the Safari Developer Console for app.css,...
In Review ·Reported By 5 ·Updated 5 days ago
Auto-greeting message doesn't show after agent accepts an incoming transfer from bot
Auto-greeting message doesn't show after agent accepts an incoming transfer from bot
In Review ·Reported By 3 ·Updated 5 days ago
Package installation is failing on Einstein Bot access
Package installation is failing with Insufficient Privileges error on Milestones or Dashboards.
Fixed - Spring '21 Patch 9.0 ·Reported By 3 ·Updated 5 days ago
Service , Live Agent , Service Cloud Console , Lightning , Omni-Channel , Einstein Bots
Customers when using embedded_svc.settings.smallCompanyLogoImgURL on their force.com site will not see the logo/Image on the first load of embedded service widget. Once the widget is closed and reopened , the logo is visible
In Review ·Reported By 1 ·Updated 5 days ago
Performance issue with Einstein bot customer input classifications.
Performance-related issue. More than 10k entries, the slow loading time of the records after 1.5k, as well when they do the classifications, it takes more time to load the panel and to save the classification.
Fixed - Spring '21 Patch 9.0 ·Reported By 1 ·Updated 5 days ago
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