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 246 ·Updated 6 days ago
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
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
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
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.
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
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
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
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
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