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 326 ·Updated 4 days ago

When submitting data through the standard prechat form that Snap-ins provides, Email fields do not validate few improper formats

Live Agent

When submitting data through the standard prechat form that Snap-ins provides, Email fields do not validate few improper formats like below: 1. x y@gmail.com (x space y) 2. x@y@gmail.com 3. x,y@gmail.com 4. abc@x_y.com etc The above scenarios give a validation exception when a contact is created...

In Review ·Reported By 21 ·Updated Yesterday

SendMessage() for Live Agent freezes agent's chat log in Lightning

Live Agent , Lightning

When called from a Lightning component, embedded in a Lightning page, utilising SendMessage() will prevent the agent user's Chat log from updating as new messages are received. This will mean that the agent can't view a visitor's comments after SendMessage() is called. Documentation for SendMe...

In Review ·Reported By 15 ·Updated 4 days ago

Sometimes visitor chat messages do not appear on the agent side

Live Agent , Omni-Channel

Some messages sent by a chat visitor just after a chat is accepted may not appear on the agent's side

In Review ·Reported By 21 ·Updated 5 days ago

When changing to a Busy or non-Chat presence status immediately after accepting a chat in Lightning console, the chat log may never load

Live Agent

When changing to a Busy or non-Chat presence status immediately after accepting a chat in Lightning console, the chat log may never load, and displays the message "The transcript isn't ready yet. Check back later" or "This chat hasn't started yet. Check back later" instead on the conversation component. -...

In Review ·Reported By 7 ·Updated 5 days ago

The system message is not showing on the Omni Supervisor monitor window when the chat ended due to idle time out

Live Agent , Service Cloud Console , Omni-Channel , Spring 22

The system message "Chat ended by Visitor • HH:MM:SS" is not showing on the Omni Supervisor monitor window when the chat ended due to idle time out. In that case, the customer is able to Whisper. Actual Result When the customer clicks on the monitor after the chat is disconnected, not showing system...

In Review ·Reported By 0 ·Updated 9 days ago

Users can bypass the Pre-chat form when re-using old sessions.

Service , Live Agent , Lightning , Omni-Channel

Sometimes users can initiate chats without filling the pre-chat form. Consequence is that, if the embedded service deployment is set to create pre-chat entities(like Case, Contact), these are not created.

In Review ·Reported By 13 ·Updated 10 days ago

afterMaximize event is fired twice when the user click on the sidebar

Live Agent

the afterMaximize event is fired twice when the user click on the sidebar when added event listener in snippet code

In Review ·Reported By 6 ·Updated 10 days ago

Intermittently the Auto Greeting is not showing even after adding the Auto Greeting message within the Chat Agent Configuration and Chat Button

Service , Live Agent , Omni-Channel , Einstein Bots

Intermittently the Auto Greeting is not showing even after adding the Auto Greeting message within the Chat Agent Configuration and Chat Button, when chats are transferred from bot to agent.

In Review ·Reported By 1 ·Updated 10 days ago

Conference button should not displayed when skill based routing from an omni channel flow.

Live Agent , Service Cloud Console , Omni-Channel

For Omni Channel Flow when skill-based routing is configured conference is not supported, but the conference button is still displayed in live chat page. It should not rendered in this case.

In Review ·Reported By 1 ·Updated 17 days ago

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