Salesforce Known Issues
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No Email Logs Returned if Filter is Searched with Comma Separated Email Addresses

Email Clients , Messaging

When pulling an Email Log, and filtering the query with multiple email addresses separated with commas, the log file will return with 0 results. Example Filter:,

In Review ·Reported By 20 ·Updated 2 days ago

Lead object is not available in Messaging Templates

Service , Messaging

Some of the Salesforce customers and their users reported an issue where the Lead is missing from the list of available objects for 'Insert Merge Field' when creating a new Messaging Template.

In Review ·Reported By 2 ·Updated 2 days ago

Custom Opt Out Message not being sent when 'Start Conversation' button is used to start a messaging session


Custom Opt-out Message is not being sent for the Opt-out keywords when the 'Start Conversation' button is used to start a messaging session.

Scheduled - Winter '21 ·Reported By 1 ·Updated 3 days ago

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 31 ·Updated 4 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...

In Review ·Reported By 12 ·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 5 ·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 8 ·Updated 5 days ago

Sorry to Interrupt Error -709169489 displaying while actively working messaging sessions in Lightning Experience

Messaging , Service Cloud Console , Lightning , Omni-Channel

While working on messaging sessions, agents may run into a Sorry to Interrupt Error with the number showing -709169489.

Scheduled - Winter '21 ·Reported By 5 ·Updated 5 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 2 ·Updated 5 days ago

Conversation component fails to load outside of an Omni-Channel enabled Console app

Live Agent , Messaging , Lightning

We have identified an issue that prevents the Conversation component from loading outside of an Omni-Channel enabled Console app for both Messaging Session and Chat Transcript records.

In Review ·Reported By 3 ·Updated 11 days ago

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