Known Issues · Messaging
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 35 ·Updated 4 days ago
Email Template: Case Thread ID in an email template is stripped
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 174 ·Updated 6 days ago
Quick Text is not populating values from Lead record in SMS Messaging
Messaging , Service Cloud Console
Quick Text template with Lead Merge Fields is populating Lead Firstname and Lastname. But, Phone and other formula field values are not getting populated. Even though the fields have values, it is not displaying the field values when the template is used in SMS Messaging. -Actual result Quick Text...
In Review ·Reported By 1 ·Updated 4 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 14 ·Updated 5 days ago
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 21 ·Updated 6 days ago
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 11 ·Updated 6 days ago
SMS consent, OptOut keyword failure.
Consent, opt-out keywords stopped working for channels created prior to 224.
Scheduled - Spring '21 ·Reported By 0 ·Updated 10 days ago
Winter 21 - Agents unable to edit/save Messaging Session record
Some Users are facing an issue where they get "insufficient access rights on object id" error when trying to edit/save a Messaging Session record. This is occurring even though they have full CRUD on Messaging Session. This can also happen if you're trying to relate other records to the Messaging Session,...
Fixed - Winter '21 Patch 12.0 ·Reported By 37 ·Updated 11 days ago
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...
Scheduled - Spring '21 ·Reported By 20 ·Updated 11 days ago
Survey builder sending email from logged in user address rather than assigned email address
When sending a Survey invitation email via Survey Builder, emails received by the contact/client are from sent from logged in user's email id instead of global email address which was chosen as the sender from Survey Builder.
In Review ·Reported By 7 ·Updated 11 days ago
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