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 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 valu

Live Agent

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

Live Agent

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.

Live Agent

- 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

Live Agent , Omni-Channel

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

End Time values for Transcript records are incorrectly set if a Bot transfers to a queue and the first agent it routes to declines the chat

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

Cases created through embedded service chat is not creating with case record type defined on the embedded service prechat settings

Live Agent

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

Live Agent , Omni-Channel

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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