Salesforce Known Issues
Trailblazer Community

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

End Time values for Transcript records are incorrectly set if a Bot transfers to a queue and the first agent it routes to declines the chat

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

From spring 20, Safari browser makes an additional request to get app.css from the domain hosting the chat instead of Salesforce community url.

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

Einstein Bots

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

Packaging , Einstein Bots

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

smallCompanyLogoImgURL is not displayed on first widget load of embedded service hosted in force.com site

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.

Einstein Bots

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

1 to 10 of 74 | Next

Any unreleased services, features, statuses, or dates referenced in this or other public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make their purchase decisions based upon features that are currently available.