Salesforce Known Issues
Trailblazer Community

Einstein Bot is not sending messages back to the connected Whatsapp Channel

Service , Messaging , Lightning , Einstein Bots

When a Whatsapp channel is connected to an Einstein Bot, messaging into the Whatsapp channel does not trigger the Bot to respond

In Review ·Reported By 67 ·Updated 3 days ago

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

Email template encodings behave differently in prod and sandbox

Sales and Marketing , Service , Messaging

Customers who use the encoding "Japanese (Shift-JIS_2004)" to create email templates and send emails in Japanese may notice that emails sent from production display correctly in their email client (Outlook, Google, etc), but using the same template in sandbox results in unreadable characters where Japanese...

In Review ·Reported By 14 ·Updated 4 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

Opt-out then opt-in does not send acknowledgement message


Not getting the initial greeting if its first time texting in after opting out

In Review ·Reported By 0 ·Updated 4 days ago

Messaging Session Start Time is 12 hours before actual time when conversation is started between 12-1pm GMT


When a Messaging conversation is submitted between 12pm-1pm GMT, the Start Time is off by 12 hours before the actual time. This is specific to Digital Engagement Messaging in Lightning.

In Review ·Reported By 12 ·Updated 5 days ago

Inbound Initiated Whatsapp Messaging Session not updated to "Ended" after 24 hours of no response


When a visitor starts a Whatsapp Messaging Session by sending an inbound message, there is a 24 hour window where the Message can be responded to by an Agent. If that 24 hour window passes, the Session is technically terminated, but there is no update to the Messaging Session "Status" field. It remains...

In Review ·Reported By 23 ·Updated 7 days ago

Messaging Usage-based Entitlements 'Amount Used' values are not updating

API , Messaging , Lightning

When viewing Usage-based Entitlements in the Company Information section of Setup, users may observe that Messaging Usage-based Entitlements are not reflecting the actual amount used

In Review ·Reported By 5 ·Updated 11 days ago

Email Template: Case Thread ID in an email template is stripped

Service , Messaging

When using an email template with Case Thread ID merge field ({!Case.Thread_Id}) to send outbound email from a case, the thread id is stripped.

In Review ·Reported By 180 ·Updated 16 days ago

Whatsapp Messaging Notifications fails when it triggered by a process builder if messaging user does not exist in system.


Whatsapp Messaging Notifications fails when it triggered by a process builder if the messaging user does not exist in the system. Messaging user and Messaging session gets created but message not sent to the Whatsapp number and see below error on messaging session. "Can't contact the messaging...

Fixed - Spring '21 ·Reported By 24 ·Updated 18 days ago

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