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 168 ·Updated 3 days ago
Live Agent , Service Cloud Console , Omni-Channel , Einstein Bots
Einstein Chatbots can supply links to users for a wide variety of uses. If a link is clicked within a Salesforce community that was supplied by the bot conversation, this will open a second community tab. As a result of this second tab opening, the chatbot in this tab will become unresponsive. This...
In Review ·Reported By 5 ·Updated 2 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can change the status of transcripts to In Progress directly, or may indirectly change it if the list view contains outdated data for the status field of an ended chat and the user is editing a different field....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 23 ·Updated 3 days ago
When a chatbot asks a question and is configured to show response options as buttons, clicking those buttons writes "null" to the transcript if the chat button uses a custom VF page for the chat window
In Review ·Reported By 3 ·Updated 2 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 20 ·Updated 3 days ago
Standard Snap-Ins prechat form doesn't enforce proper email format
When submitting data through the standard prechat form that Snap-ins provides, Email fields do not validate that the domain of the email contains a '.' followed by additional characters. - Actual Result The form allows submissions when an email is improperly formatted - Expected Result. The form...
In Review ·Reported By 9 ·Updated 3 days ago
Transfer To Agent functionality does not respect the "response delay" setting in bot builder
Live Agent , Lightning , Einstein Bots
When using a Bot Response Delay on an Einstein bot, the transfer functionality does not respect the delayed response resulting in messages sent from the bot after the conversation has been successfully transferred to an Agent
In Review ·Reported By 1 ·Updated 3 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...
Scheduled - Spring '21 ·Reported By 21 ·Updated 4 days ago
Live Agent , Communities , Omni-Channel , Einstein Bots
When using a chatbot within a Community and the page is refreshed, bot avatar and last bot message are not aligned. Actual Behavior: The avatar is displaying at the top-left with respect to the message and the message slides to the right. Expected Behaviour: Avatar should display on the bottom-left...
In Review ·Reported By 9 ·Updated 4 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 7 ·Updated 5 days ago
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