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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 268 ·Updated 2 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 14 ·Updated 2 days ago

Refreshing page after transfer to agent shows "We're transferring your chat to another agent" resulting in the bot to spin indefinitely

Einstein Bots

Refreshing page after transfer to agent returns no agents available, will result in page showing "We're transferring your chat to another agent"; "You're Up Next". Resulting in the chat users stuck in an indefinite state.

In Review ·Reported By 2 ·Updated 2 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 5 ·Updated 3 days ago

Einstein Bot is responding before the double opt-in confirm completes on SMS messaging channel

Messaging , Einstein Bots

If a messaging number is configured for Double opt-in and Einstein Bots. When a user tries to connect to a messaging Channel by entering any text like "Hi", "Hello" or any message. Before the double opt-in confirmation happens users will get responses from Channel and Bot in parallel. Actual Result:...

In Review ·Reported By 5 ·Updated 3 days ago

Phone Number system entity in Einstein Bots does not work as intended

Einstein Bots

Starting Winter '22, a phone number system entity has been introduced as a data type for chatbot dialogs. Bot admins can use this as a way to have chasitors enter phone numbers and have it validated and sanitized out of the box. But using this entity, even in a happy path/hello world scenario results...

In Review ·Reported By 2 ·Updated 3 days ago

Transfer from Chatbot to agent in Embedded chat widget intermittently doesn't show message "We are transferring your chat to another agent"

Service , Einstein Bots

Intermittently, when chat is being transferred from chatbot to agent, the Embedded chat widget does not show footer message containing "We are transferring your chat to another agent"

In Review ·Reported By 2 ·Updated 3 days ago

Einstein Bot Flow fails only for the first time in a day due to "SocketTimeoutException".

Einstein Bots

Einstein Bot Flow fails only for the first time in a day due to "SocketTimeoutException".

In Review ·Reported By 7 ·Updated 4 days ago

Intent model training can sometimes result in an error due to lasModifiedDate value being blank

Einstein Bots

#################################################### SUMMARY: In certain orgs, when bot is trained, it throws an error: 'An internal server error has occurred Error ID: 479671743-20173 (230762275), Error ID: 479671743-22078 (230762275), Error ID: 479671743-21865 (230762275) Cause0:...

Release In Progress - Winter '22 Patch 10.0 ·Reported By 6 ·Updated 4 days ago

Einstein bot returns a system error when the input contains "Through [Any number] " is entered as Utterance

Live Agent , Service Cloud Console , Einstein Bots

Einstein bot returns a system error when the string “ THROUGH [any number]" is entered as Utterance. In Event Log, following error is displayed. Exception when getting ELU insights: java.time.format.DateTimeParseException: Text '' could not be parsed at index 0 . This is because the Bot detects ...

In Review ·Reported By 5 ·Updated 4 days ago

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