Known Issues · Live Agent
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 4 days ago
Embedded Service Snap-In button for offline support incorrectly displays agent available text
Service , VisualForce , Live Agent , Service Cloud Console , Lightning , Omni-Channel
When no agents are available and a chat visitor clicks on the offline support chat button to submit an offline support form if, in a short timeframe they close the offline form window without submitting the form, the text on the minimized component incorrectly displays text as if agents are online. However,...
In Review ·Reported By 14 ·Updated Yesterday
Service , Sites , Live Agent
When navigating/ re-loading between subpages, dropped/lost session time-outs intermittently occur.
In Review ·Reported By 14 ·Updated 2 days ago
Chat/Messaging Users are receiving a 'Sorry To Interrupt' error (intermittently)
Live Agent , Messaging , Lightning , LiveMessage
Lightning gack -709169489 can occur when agents try to send messages on chats or messaging sessions no longer assigned to them
In Review ·Reported By 2 ·Updated Today
PendingServiceRouting records don't get deleted, Even after their purpose is completed.
In some cases, when a work item is routed to an agent but at the exact same time the agent changes their status making them unavailable causing related psr isPushed is not updated to false and not getting deleted. If a PendingServiceRouting resync job is triggered before finding a new agent for this...
In Review ·Reported By 2 ·Updated Yesterday
Auto Greeting message is not decoded correctly if button contains merge field LiveAgent_VisitorName multiple times
In Review ·Reported By 0 ·Updated Today
Bot transfers chats using both "Transfer to button" and "Transfer to queue"
Occasionally chats initiated through the bot are routed to 2 agents.
In Review ·Reported By 1 ·Updated Yesterday
Delay observed in work showing up in omni widget in some orgs
In certain orgs, there is a 5-7 second delay observed between the chat upsert and work showing up on omni widget.
In Review ·Reported By 7 ·Updated 3 days ago
Chats do not route with Skills-Based Routing Rules if the skills are configured as Additional Skills
Live Agent , Service Cloud Console , Omni-Channel
In Omni skill-based routing, if the additionals skills flag is enabled in the routing rule then the chats are not getting routed to agents.
In Review ·Reported By 3 ·Updated 3 days ago
Labels of Embedded Service Chat window are garbled.
Labels of Embedded Service Chat window are garbled at the web page that uses different character set besides UTF-8.
In Review ·Reported By 1 ·Updated 6 days ago
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