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 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

Live Agent

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

Chat Bot Rich Menu and Rich Button text values are truncated to 40 characters when using standard chat button (non-Snap-In)

Live Agent , Einstein Bots

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

Actions are not available on Messaging Session or Chat Transcript records in lightning, but they are available in classic.

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

Live Agent

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

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