Salesforce Known Issues
Trailblazer Community

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 3 days ago

Cases created via Offline chat are linking contact to case when multiple contacts present with same email address.

Live Agent , Lightning , Omni-Channel

When Offline chat is enabled, the most recent contact is linked to the case when multiple contacts present with the same email address.

In Review ·Reported By 3 ·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 3 days ago

Digital Engagement/LiveMessage SMS - Outbound Messages invoked from flow may fail with Invocable action released connection with pendingDML

Live Agent , Messaging , LiveMessage

> Digital Engagement/LiveMessage SMS - Outbound Messages invoked from flow may fail with error "Invocable action released connection with pendingDML type: LIVE_MESSAGE_NOTIFICATION" > This issue is caused due to a connection issue at our internal servers that causes the connection to be closed before...

In Review ·Reported By 2 ·Updated 3 days ago

In Salesforce iOS app, liveagent.startChat(<buttonID>) method throws "HTTP method GET is not supported by this URL"

Live Agent

liveagent.startChat(<buttonID>) method is not invoking chat on iOS app but works fine on all other apps and browsers. Salesforce iOS app throws this error : HTTP method GET is not supported by this URL

In Review ·Reported By 2 ·Updated 3 days ago

Channel menu items cannot be reordered

Live Agent , Service Cloud Console

Customers are referring to the following doc and want to reorder the menu items in their community https://developer.salesforce.com/docs/atlas.en-us.snapins_web_dev.meta/snapins_web_dev/embedded_channel_menu_reordering.htm ACTUAL RESULT Items are not reordering as they have defined in their...

In Review ·Reported By 1 ·Updated 3 days ago

When creating a formula field on Chat Transcript, the Insert Field dialog does not show lookup fields that exist on the transcript

Live Agent

When a user adds a new formula field on chat transcript, and opens the Insert Field dialog from the advanced editor, lookup fields that exist on chat transcript don't appear in the list of available fields to add/reference.

In Review ·Reported By 32 ·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 5 days ago

Cases are not being created for chat transcripts post Winter 22 release

Live Agent , Winter 22

The instances that went live for winter 22 doesn't have the perm "Find Or Create API" enabled by default, therefore cases are not being created for chat transcripts post winter 22. Actual Result Cases are not being created for chat transcripts post-Winter 22 release Expected Result Cases...

Fixed ·Reported By 4 ·Updated 5 days ago

Chat window is slightly going outside the mobile screen because of zoom out

Live Agent

Chat window is slightly going outside the mobile screen because of zoom out. It majorly impact on left and right side of chat window. Due to this some customer message doesn't display completely and 'Send' button is visible partially.

In Review ·Reported By 3 ·Updated 5 days ago

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