Salesforce Known Issues
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Messaging Templates - Merge Fields in Quick Text not working for certain objects

Messaging , Lightning

An issue has been observed where use of Merge Fields in a Messaging Template throw an error when executed through Process Builder. Users may see the following error: "Can't insert the merge fields into the message because Quick Text isn't supported on the object you specified in the process. LiveMessage...

In Review ·Reported By 42 ·Updated 3 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...

In Review ·Reported By 12 ·Updated 2 days ago

Messaging User Related List on Person Account Record not displaying data in Lightning Experience

Service , Messaging , Service Cloud Console , Lightning , Omni-Channel

The Messaging User Related List can show data that can be attached to another record via a related list. Currently if a Messaging User Related List is added to a person account record, the data will display in Classic without issue but will not display in Lightning Experience

No Fix ·Reported By 4 ·Updated Yesterday

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 18 ·Updated 5 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 12 ·Updated 5 days ago

MessagingEndUser ProfilePictureUrl is not writable on edit

Messaging , Lightning

When a MessagingEndUser record is created either via a data load or from Apex you can manually specify a URL for the ProfilePictureUrl field, but you cannot edit the field in an update.

Scheduled - Spring '21 ·Reported By 2 ·Updated 5 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 10 ·Updated 11 days ago

SMS messaging channels with explicit opt in sends opt in confirmation message twice

API , Messaging , Lightning , Summer 20

When explicit opt in is set on an SMS messaging channel, the opt in confirmation message is sent twice to the Messaging User's device

In Review ·Reported By 0 ·Updated 11 days ago

Outlook/Gmail Integration: Log Email to Case Record from Inbox Folder Does Not Appear Under Activity Timeline

Activities , Email Clients , Messaging , Outlook , Lightning , Einstein Activity Capture

Outlook/Gmail Integration: Log Email to Case Record from Inbox Folder Does Not Appear Under Activity Timeline

Fixed - Summer '20 Patch 19.3 ·Reported By 25 ·Updated 12 days ago

Actions are not available on Messaging Session or Chat Transcript records in lightning, but they are available in classic.

Live Agent , Messaging , Lightning

Custom actions and standard ones like Edit and Delete missing on the Highlights panel in Messaging Session and Chat Transcript objects in Lightning. The actions are seen in the list view in Lightning and in the record detail page in Classic, the actions are supported and the edit and delete action occurs...

Scheduled - Spring '21 ·Reported By 17 ·Updated 12 days ago

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