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 168 ·Updated 3 days ago

Einstein Bot becomes unresponsive when clicking on a link that opens another tab within a community within iOS

Live Agent , Service Cloud Console , Omni-Channel , Einstein Bots

Einstein Chatbots can supply links to users for a wide variety of uses. If a link is clicked within a Salesforce community that was supplied by the bot conversation, this will open a second community tab. As a result of this second tab opening, the chatbot in this tab will become unresponsive. This...

In Review ·Reported By 5 ·Updated 2 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can change the status of transcripts to In Progress directly, or may indirectly change it if the list view contains outdated data for the status field of an ended chat and the user is editing a different field....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 23 ·Updated 3 days ago

Visitor response to dialog menu in Einstein Bot shows as null in the Chat Transcript when response options show as buttons and chat window uses VF

Live Agent , Einstein Bots

When a chatbot asks a question and is configured to show response options as buttons, clicking those buttons writes "null" to the transcript if the chat button uses a custom VF page for the chat window

In Review ·Reported By 3 ·Updated 2 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 20 ·Updated 3 days ago

Standard Snap-Ins prechat form doesn't enforce proper email format

Live Agent

When submitting data through the standard prechat form that Snap-ins provides, Email fields do not validate that the domain of the email contains a '.' followed by additional characters. - Actual Result The form allows submissions when an email is improperly formatted - Expected Result. The form...

In Review ·Reported By 9 ·Updated 3 days ago

Transfer To Agent functionality does not respect the "response delay" setting in bot builder

Live Agent , Lightning , Einstein Bots

When using a Bot Response Delay on an Einstein bot, the transfer functionality does not respect the delayed response resulting in messages sent from the bot after the conversation has been successfully transferred to an Agent

In Review ·Reported By 1 ·Updated 3 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...

Scheduled - Spring '21 ·Reported By 21 ·Updated 4 days ago

When using a chatbot within a Community and the page is refreshed, bot avatar and last bot message are not aligned.

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 9 ·Updated 4 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 7 ·Updated 5 days ago

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