Known Issues · Einstein Bots
Whenever a chat is routed from Einstein Bot with live agent routing type(Non-Omni), this will route the chat to the agent console however, this will not open the pre-chat records created(like Case, Contact) and map them to the transcript record.
In Review ·Reported By 10 ·Updated Today
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 9 ·Updated 2 days ago
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 211 ·Updated 6 days ago
Users not able to clone Einstein Bot
When users try to clone an existing bot on their org, They might see exceptions like "com.sforce.ws.ConnectionException: Exception occurred in direct soap call". Note: This is not happening for all bots
In Review ·Reported By 13 ·Updated 5 days ago
Event Label returns "0" when using Bulk API to query the ConversationDefinitionEvent Object
Platform , Einstein Analytics - Data Integration , Einstein Bots
Einstein Bot customers are reporting that the Event Label returns "0" on about half the records from the ConversationDefinitionEvent when using Bulk API. Querying the same ConversationDefinitionEvent records with "0" using SOAP API can return detailed information. NOTE: The Tableau CRM (Formerly...
Fixed - Summer '21 ·Reported By 2 ·Updated 8 days ago
[ServiceSDK] ChatBot is stuck with Connecting message when transfer to agent failed
Einstein bot in Android or iOS app get stuck with message “Connecting to and Agent this may take few moments” during 'Transfer to Agent' and the transfer failed due to no available agent.
In Review ·Reported By 13 ·Updated 9 days ago
EXPECTED RESULTS: When a chat customer requests the Bot to transfer the chat to an agent, they should see the messages "We’re transferring you to an agent" in their chat window ACTUAL RESULTS: Intermittently, when a chat customer requests the Bot to transfer the chat to an agent, they do not...
In Review ·Reported By 3 ·Updated 11 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 30 ·Updated 13 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
Fixed in version LiveAgent.230.e ·Reported By 75 ·Updated 17 days ago
Service , LiveMessage , Einstein Bots
If an end user sends any message while transfer from Bot to a queue/agent is in progress, the enduser may end up chatting with both Live agent and Bot simultaneously. During the conversation, the bot can be seen sending confused dialogues despite the endUser already engaged to an Agent.
In Review ·Reported By 8 ·Updated 22 days ago
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