Salesforce Known Issues
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Known Issues · LiveMessage

'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 6 ·Updated 2 days ago

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 31 ·Updated 16 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 24 ·Updated 18 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 3 ·Updated 23 days ago

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 7 ·Updated 25 days ago

LiveMessage ChatHover window overlaps the work item when the utility bar alignment is mirrored

Service , Lightning , LiveMessage

When the utility bar alignment is mirrored, once the agent receives the messaging session within the Omni widget and hovers over the work item, the popup is covering the agent's work and the agent is not able to accept it.

In Review ·Reported By 1 ·Updated 26 days ago

Accessibility: Ending a call does not announce that the call has ended to screen readers

Live Agent , LiveMessage , Disability and Product Accessibility

When a user clicks "End Call" screen readers accurately announce that the end call button has been clicked but they do not confirm to the user that the call has been ended.

No Fix ·Reported By 1 ·Updated 2022-04-05

Community user can see conversation messages from previously logged user from the same browser

Communities , LiveMessage

When a community user starts a chat (either with a bot or directly with an agent) and then logs out without closing it first, the next logged in user, which logged from the same browser tab, can see messages exchanged from the previous conversation with the first user.

In Review ·Reported By 2 ·Updated 2022-02-18

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 13 ·Updated 2022-02-15

Onclick Javascript button not sending text message from record page

Live Agent , Service Cloud Console , LiveMessage

The LiveMessage Legacy Package can utilize an Onclick Javascript Button that will send a text message to a phone number on a record page. Currently this is not working as intended.

In Review ·Reported By 3 ·Updated 2022-02-15

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