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 195 ·Updated 2 days ago
Chat button takes longer than normal to load
Live Agent , Service Cloud Console
You may notice that your chat button takes very long to load (sometimes around a minute) even when agents are online. This only affects the loading of the button. Chats will go through without any latency. Typically if your website has a different endpoint code than what your org is showing, it...
In Review ·Reported By 68 ·Updated 2 days ago
Making an unneeded call to ReconnectSession from a custom REST chat client causes default session timeout values to be used instead of any custom values set on the deployment
In Review ·Reported By 17 ·Updated Yesterday
java.lang.IllegalStateException when using a process to update LiveChatTranscript Status field
LiveChatTranscript status update is failing via Process builder scheduled actions.
Scheduled - Spring '21 Patch 12.0 ·Reported By 3 ·Updated Yesterday
Unable to close the live chat window when User cancel the chat.
- User cannot close the live chat window in a mobile browser, when cancelling the chat. - This issue occurs with Samsung Galaxy S series.
In Review ·Reported By 3 ·Updated 2 days ago
Delay observed in work showing up in omni widget in some orgs
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 2 ·Updated 2 days ago
SDK Android: User logging out on mobile app will not kill the minimized chat window
Mobile , Live Agent , Omni-Channel , Spring 21
With IOS SDK, On starting a successful chat and interacting with an agent from the mobile app. If the agent ends the chat and the visitor minimize the chat window and log out of the app. The minimized chat window kills automatically. Whereas with Embedded Android SDK, If the agent ends the chat and...
In Review ·Reported By 1 ·Updated 2 days ago
Service , Live Agent , Service Cloud Console , Omni-Channel , Einstein Bots
When using Chat with Bots the End Time field value for Chat Transcript records are incorrectly set if a Bot transfers to a queue and the first agent it routes to declines the chat. The date/time is being set to the time that the first agent declines rather than the expected date/time for when the chat...
In Review ·Reported By 1 ·Updated 2 days ago
When using Embedded Service chat with Channel Menu, Case Record Type is not reflecting the Record Type defined on the embedded service pre-chat settings. Instead, the case record type is taken from the case owner Profile Case default record type. This is working fine when using embedded service deployment...
In Review ·Reported By 7 ·Updated 3 days ago
Past chats component on chat transcript record page does not sort past chats in chronological order
The standard "Past Chats" component on Live Chat Transcript records is not displaying the past chats on chronological order.
In Review ·Reported By 7 ·Updated 3 days ago
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