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 67 ·Updated 3 days ago
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
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
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
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 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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