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 112 ·Updated 3 days ago
Snap-Ins Prechat Record Types are showing all picklist values instead of Selected Values
Live Agent , Service Cloud Console , Communities
When setting up Snap-Ins within Lightning Setup, you have the option to select different options for your Prechat. Selecting a specific Record Type is resulting in all values showing, not just the Selected Values.
In Review ·Reported By 32 ·Updated 2 days ago
Lightning Chat, Request a File does not open on first click
Service , Live Agent , Service Cloud Console
Chat File Transfer dialog requires three clicks to appear in Lightning Console
Release In Progress - Summer '20 ·Reported By 19 ·Updated 2 days ago
When a Snap-In directs to a Post-chat page, an error occurs when the encoding of the Post-chat data is not UTF8.
Scheduled - Summer '20 Patch 13.0 ·Reported By 6 ·Updated 2 days ago
SUMMARY: When using a chat bot that has dialogs or choices with very long values, those values will be truncated to 40 characters when interacting with those chat bots via normal chat buttons. However, when using those chat bots in snap-ins, those long values are wrapped instead of truncated. -...
In Review ·Reported By 1 ·Updated 2 days ago
Live Agent , Messaging , Lightning
Custom actions and standard ones like Edit and Delete missing on the Highlights panel in Messaging Session and Chat Transcript objects in Lightning. The actions are seen in the list view in Lightning and in the record detail page in Classic, the actions are supported and the edit and delete action occurs...
In Review ·Reported By 12 ·Updated 4 days ago
Cancelled chats can cause the transcript record to become stuck in a status of "In Progress"
Service , Live Agent , Service Cloud Console , Omni-Channel , Einstein Bots
If a chasitor (chat visitor) cancels an Omni routed chat just as it's being accepted by an agent, there are circumstances where the transcript for that chat will get stuck in the "In Progress" status. Note: There are other ways in which transcripts can become stuck with a status of "In Progress"...
In Review ·Reported By 8 ·Updated 4 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 8 ·Updated 4 days ago
LiveAgent SDK - Chat with Multi-line message shown as a single-line only
When the agent sends a message with a multi-line text, the user receives the message from a mobile app chat showing in a single line only. The same behavior can be noticed at the agent side when receiving a message.
In Review ·Reported By 0 ·Updated 4 days ago
Custom header background images in an Embedded Service chat window appear tiled/repeated
Service , Live Agent , Lightning , Omni-Channel , Einstein Bots
When using a custom image for the header background of an Embedded Services chat window with the recommended size of 320x164 pixels the image may appear tiled or repeated.
In Review ·Reported By 5 ·Updated 5 days ago
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.
