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 135 ·Updated Yesterday
Setting language in Embedded Service Deployment does not consistently translate chat labels properly
Setting the language for an embedded service deployment to non-English doesn't consistently translate labels in iOS browsers. Some of our documentation notes "To use translation, you must allow cookies for your browser. For example, enable “Allow third-party cookies” in Safari iOS.", but even with...
In Review ·Reported By 35 ·Updated Yesterday
Related records are not created from Embedded Service when a visitor opens a second chat tab
Service , Live Agent , Service Cloud Console , Lightning , Omni-Channel
In some scenarios, when a chat visitor starts a chat and then opens a duplicate chat using the same URL as the page that contains the original tab, the starting the second new chat by the visitor will lead to pre-chat details being nullified and, any subsequent records such as cases or contacts that...
Scheduled - Winter '21 Patch 7.0 ·Reported By 4 ·Updated Yesterday
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 6 ·Updated 2 days ago
Intermittently chats are not routing to agents and stuck in the chat queue
When users request a chat, intermittently chats are not routed to any agent and stuck in a queue. However, chats requests that came into the queue after the impacted once will get assigned to agents without any intervention. Supervisions might notice, queue position is not being followed in chat assignments. Actual...
In Review ·Reported By 24 ·Updated 3 days ago
Some Embedded Service additional branding does not appear in IE11
Live Agent , Lightning , Winter 21
If you've changed the additional branding that's available for Embedded Service for Web (Chat), these changes may not reflect in IE11.
Fixed - Winter '21 Patch 4.0 ·Reported By 0 ·Updated 2 days ago
When using entityFieldMapping for the firstName field to a custom field the visitor name won't show up in the Waiting State and also won't show up in the transcript.
In Review ·Reported By 16 ·Updated 3 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 13 ·Updated 3 days ago
We have observed an error that occurs in Developer Edition orgs when trying to configure Embedded Service Deployments after configuration of a Managed Package Namespace Prefix. Example: Please contact your administrator for embedded service setup: 1431824736-24327 (-946831370)
Release In Progress - Winter '21 ·Reported By 6 ·Updated 3 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 3 ·Updated 3 days ago
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