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 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

Chats end in ConnectionTimeout Event intermittently when navigating randomly between subpages on a website

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.

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 2 ·Updated Yesterday

New!Auto Greeting message is not decoded correctly if button contains merge field LiveAgent_VisitorName multiple times

Live Agent

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"

Live Agent

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

Live Agent , Omni-Channel

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.

Live Agent

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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