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

LiveMessage

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

In Review ·Reported By 14 ·Updated Yesterday

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 12 days ago

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 29 ·Updated 20 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 50 ·Updated 27 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 10 ·Updated 2022-08-22

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

LiveMessage

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

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 2022-08-08

Digital Engagement/LiveMessage SMS - Outbound Messages invoked from flow may fail with Invocable action released connection with pendingDML

Live Agent , Messaging , LiveMessage

> Digital Engagement/LiveMessage SMS - Outbound Messages invoked from flow may fail with error "Invocable action released connection with pendingDML type: LIVE_MESSAGE_NOTIFICATION" > This issue is caused due to a connection issue at our internal servers that causes the connection to be closed before...

Fixed - Winter '22 Patch 12.0 ·Reported By 4 ·Updated 2022-08-08

Issues with selecting Field Service Objects like ServiceAppointment in Messaging Template merge fields

Field Service , LiveMessage

When you have FSL(Field Service Lightning) enabled in your ORG, the specific entities(Objects) related to FSL will throw "Sorry to Interrupt" error while selecting them in Merge fields on the Messaging Templates.

Fixed - Summer '21 Patch 18.0 ·Reported By 1 ·Updated 2022-08-08

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 2022-08-08

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