Salesforce Known Issues
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Known Issues · LiveMessage

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


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 11 ·Updated Yesterday

Chat/Messaging Users are receiving a 'Sorry To Interrupt' error (intermittently)

Live Agent , Messaging , Lightning , LiveMessage

Lightning gack -709169489 can occur when agents try to send messages on chats or messaging sessions no longer assigned to them

In Review ·Reported By 2 ·Updated 2 days ago

Messaging End Users may receive message from Einstein Bots after opting-out


When opting out of Messaging, customers will occasionally see the last message from an Einstein bot conversation after the opt-out message

In Review ·Reported By 1 ·Updated 4 days ago

[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 8 ·Updated 22 days ago

If a custom field on Messaging Session is defined as "Required", Messaging Sessions won’t route to Omni Channel

Messaging , Lightning , LiveMessage , Omni-Channel

If a custom field on Messaging Session is defined as "Required", it will cause PSR(PendingServiceRouting) record creation for newly created Messaging Sessions and thereby, the messaging sessions are not routed to Omni Channel

In Review ·Reported By 2 ·Updated 23 days ago

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


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

In Review ·Reported By 1 ·Updated 2021-03-31

Start Chat auto response fails


When accepting messages via Omni from Messaging User after 24 hours, can cause the Start Chat automated response to fail.

In Review ·Reported By 0 ·Updated 2021-03-31

Opt-out keywords don't appear in the Conversation page until the Messaging Session tab is closed


Opt-out keywords sent by visitors don't appear immediately in the Conversation page of the agent's console. Both the EndUserOptedOut message and the Opt-out confirmation is displayed in the UI but not the actual opt-out keyword. The opt-out keyword would only appear after the Messaging Session...

In Review ·Reported By 0 ·Updated 2021-03-31

Messaging, Conversation Entry records with a Message value of "null" if Mobile Originate (MO) starting with # or // is received.

Messaging , Service Cloud Console , Lightning , LiveMessage

When user sends a message with a '#' followed by a number or '//' followed by a number, those messages are not received by the Agent logged int the console (e.g., #123456 or //123456). Once the Messaging session is ended we will be able to see null messages for those messages which are sent in followed...

In Review ·Reported By 3 ·Updated 2021-03-30

Messaging sessions are intermittently not routing through Omni-Channel

Messaging , LiveMessage , Omni-Channel

When a customer sends in a message that is sent to a queue that routes through Omni-channel, the message is not routed through omni although the messaging session is created. This issue can be intermittent

In Review ·Reported By 1 ·Updated 2021-03-30

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