Salesforce Known Issues
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Known Issues · LiveMessage

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 2 ·Updated 2 days ago

Un-ended messaging sessions throwing errors after a Salesforce Site Switch

Messaging , Service Cloud Console , LiveMessage , Omni-Channel

Message sessions that were not in an 'Ended' status during a site switch can lead to errors when agents either accept or respond to said sessions.

In Review ·Reported By 10 ·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 7 ·Updated 12 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 1 ·Updated 25 days ago

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 2021-01-16

[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 2020-11-17

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


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 2020-11-02

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


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.


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

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