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 246 ·Updated 6 days ago

Chat : Single contact is attached to the transcripts when two chat with different details are initiated almost simultaneously in the same browser

Live Agent , Omni-Channel

When a user initiates two chats, one immediately after the other, in two tabs in the same browser, a single entity (for example the contact or a case) is created and attached to the transcripts, regardless of pre-chat details provide. ACTUAL RESULT The two chats are with the same contact EXPECTED...

In Review ·Reported By 2 ·Updated Yesterday

New!Omni Supervisor- Both Classic and lightning Tabs settings need to be set to to Default On to be visible in Lightning

Live Agent , Omni-Channel

Users can't view Omni Supervisor tab in Lightning if only Omni Supervisor is set to Default On in the user profile tab settings.

In Review ·Reported By 1 ·Updated Yesterday

Bot-to-bot transfer leads to removal of footer menu options in chat window on chasitor side

Live Agent

When a bot to bot transfer is done, then all footer menu options are removed on the chasitor chat window, even if the second bot (where the chat was transferred) has one or more footer menu options configured.

In Review ·Reported By 1 ·Updated Yesterday

Flag is not lowering down when supervisor lowers the flag when a public group was added to the Supervisor Configuration.

Live Agent , Omni-Channel

Omni Supervisor flag is not lowering down when Supervisor lowers the flag after helping Agent. This happens when Supervisor Configuration(beta) is used. The flag lowers down as soon as supervisor lowers it after helping agent when there is no Public group added to the Supervisor Configuration.In order...

In Review ·Reported By 5 ·Updated 3 days ago

Embedded Chat fails to load from a Visualforce page or Bot in orgs with NameSpace prefix enabled

Live Agent , Lightning , Einstein Bots

When NameSpace prefix feature is enabled in an Org, Embedded chats initiated from a Visualforce page or Einstein Bot fail. An error for the failure will be present in the browser console > network logs such as the example below: /**/embedded_svc.liveAgentAPI.handleChatSettings({"messages":[{"type":"EmbeddedServiceError",...

In Review ·Reported By 4 ·Updated 3 days ago

PendingServiceRouting records don't get deleted, Even after their purpose is completed.

Live Agent

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 11 ·Updated 6 days ago

Supervisor is seeing users who are not part of Supervisor Configurations public group In Omni supervisor tab

Live Agent , Omni-Channel

Consider a user A who is part of a supervisor config, and is only supposed to see user B as the defined agent in the said supervisor config. When the "Service Cloud User" perm is checked for User A, the supervisor config is enforced appropriately and behaves as intended. When the "Service Cloud...

In Review ·Reported By 3 ·Updated 6 days ago

Knowledge article headers missing i.e. title, urlname and content in the Android service sdk

Live Agent

The labels i.e. Title, URL name & Content is not displayed when viewing the knowledge article in Android service SDK.

In Review ·Reported By 0 ·Updated 6 days ago

LiveChatButton entity is not accessible to guest user or portal user

Live Agent

From summer 20 release, LiveChatButton entity is not accessible to guest user or portal user. They can only be accessed through core users.

In Review ·Reported By 19 ·Updated 7 days ago

1 to 10 of 395 | 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.