Salesforce Known Issues
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Known Issues · LiveMessage

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 62 ·Updated 3 days ago

Queue position is not available in the Chat Transcript Events for chats transferred from bot to agent

Live Agent , Messaging , Service Cloud Console , LiveMessage , Einstein Bots

Queue position is not available in the Chat Transcript Events for chats transferred from bot to agent

In Review ·Reported By 0 ·Updated 2 days ago

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...

No Fix ·Reported By 0 ·Updated 3 days ago

'Start Conversation' button not present on Messaging User for channel that is configured for Omni flow routing


If a messaging channel uses Omni flow routing. The "Start Conversation" button won't show for the Messaging User.

In Review ·Reported By 16 ·Updated 4 days ago

System Admin with ModifyAll permission to MessagingSession object is unable to delete messaging sessions if the user language is other than English

Messaging , Lightning , LiveMessage

A System Admin with ModifyAll permission to MessagingSession object and MessagingSession.Status as “Ended” is unable to delete messaging sessions when User Language is not English. Error Message: "Can’t delete an active, waiting or new Messaging Session. Try again after the session ends”

In Review ·Reported By 6 ·Updated 4 days ago

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 35 ·Updated 8 days ago

Not all SMS messages being received by Agent intermittently


Agents experience issues with getting all the Visitor's messages in chat panel when engaged in an active conversation. The Agent needs to refresh the page in order to get all of the messages to appear. The messages appear fine in the LiveMessage Session transcript. This issue only occurs in Sandboxes...

In Review ·Reported By 4 ·Updated 2022-11-02

Channel menu flashes when the user searches on the global search in Experience site

Service , Live Agent , Messaging , Communities , LiveMessage

Channel menu flashes for the first time when a global search is done on the parent page in Experience site.

In Review ·Reported By 1 ·Updated 2022-10-28

Chat /Messaging session ended by bot does not display all messages

Lightning , LiveMessage , Einstein Bots

When using the “End Chat” action to end an Einstein Bot session, intermittently the final dialog message may not be shown to the visitor. The messaging session will show the full dialog as expected, without the missing messages.

In Review ·Reported By 10 ·Updated 2022-08-22

Intermittently agents are unable to close the chat using the X[Close] button


When a chat ends, there appears to be a circumstance where the dirty state does not clear from the chat transcript tab. The transcript tab then becomes un-closable. Clicking the close tab button results in nothing happening.

In Review ·Reported By 2 ·Updated 2022-08-09

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