Salesforce Known Issues
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Known Issues · LiveMessage

[LiveMessage] Confused Bot may interrupt agent and endUser conversation even after the MessageSession is transferred

Service , LiveMessage , Einstein Bots

If an end user sends any message while transfer from Bot to a queue/agent is in progress, the enduser may end up chatting with both Live agent and Bot simultaneously. During the conversation, the bot can be seen sending confused dialogues despite the endUser already engaged to an Agent.

In Review ·Reported By 5 ·Updated 11 days ago

Transcript does not correctly display past sessions if more than 2000 past messages are present

LiveMessage

When a single Messaging User creates many messaging sessions with a total of > 2000 past messages, users might see gaps in the conversation history.

In Review ·Reported By 0 ·Updated 26 days ago

Some segments of long SMS messages do not display in the agent console during active conversations

LiveMessage

Some segments of long SMS messages (more than 300 chars) do not display in the agent console during active conversations

In Review ·Reported By 1 ·Updated 2020-10-23

When Using A Custom Layout on LiveChatTranscript Chasitor Name is Concatenated to Layout Fields

Live Agent , LiveMessage

Chasitor name is concatenated to the compact layout field values when custom compact layout is used on LiveChatTranscript object.

No Fix ·Reported By 2 ·Updated 2020-10-22

Chat area reactivates if an agent opens the same session from a messaging session listview before closing the initial tab.

LiveMessage

After pressing End Chat the session doesn't end completely and the chat can be resumed by the Agent.

In Review ·Reported By 0 ·Updated 2020-10-20

MessagingSession record creation is getting failed when a flow inserts a MessengingEndUser and then uses it to fire a Messaging Notification.

LiveMessage

Messaging session creation will fail due to race condition when a flow inserts a MessengingEndUser and then uses it to fire a Messaging Notification. This is a race and doesn't always happen.

Fixed - Winter '21 ·Reported By 6 ·Updated 2020-10-19

Transfer button visible for messaging channel in Omni widget.

LiveMessage

When message session arrives in Omni widget, the transfer button is visible despite Transfer is not supported with Messaging feature. Doc: https://help.salesforce.com/articleView?id=livemessage_managed_package_lex_differences.htm&type=5

Fixed - Winter '21 ·Reported By 3 ·Updated 2020-10-19

Live Message Initial Message not showing in chat window when accepting session

LiveMessage

When the agent accepts the incoming message from the Omni Channel widget the Live Message Session Start Message isn't sent.

In Review ·Reported By 2 ·Updated 2020-10-16

Highlight panel on Messaging User does not show up the buttons if a custom compact layout is used

LiveMessage

Buttons are missing in the Highlight panel on Messaging User if a custom compact layout is used. If the primary compact layout is set to "System Default" it works as expected

In Review ·Reported By 6 ·Updated 2020-10-06

In Messaging Channels, Public Groups and non-Messaging Session Queues are available and can be selected

LiveMessage

When editing the "Queue" field of Messaging Channels, public groups and non-Messaging Session Queues are available and can be selected.

In Review ·Reported By 0 ·Updated 2020-08-12

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