Salesforce Known Issues
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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 191 ·Updated Today

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 15 ·Updated Yesterday

Lightning Messaging - Tab Visibility cannot be specified for Messaging Session or Messaging End Users via Permission Sets

Messaging , Lightning

The Winter '20 update added Tab Visibility support for the Messaging Sessions and Messaging End User objects. However, currently the visibility for these objects can only be specified from a User's assigned Profile.

No Fix ·Reported By 10 ·Updated Yesterday

Chat/Messaging Users are receiving a 'Sorry To Interrupt' error (intermittently)

Live Agent , Messaging , Lightning , LiveMessage

Lightning gack -709169489 can occur when agents try to send messages on chats or messaging sessions no longer assigned to them

In Review ·Reported By 2 ·Updated Today

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 31 ·Updated 6 days ago

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

Fixed in version LiveAgent.230.e ·Reported By 75 ·Updated 15 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 16 ·Updated 15 days ago

If a custom field on Messaging Session is defined as "Required", Messaging Sessions won’t route to Omni Channel

Messaging , Lightning , LiveMessage , Omni-Channel

If a custom field on Messaging Session is defined as "Required", it will cause PSR(PendingServiceRouting) record creation for newly created Messaging Sessions and thereby, the messaging sessions are not routed to Omni Channel

In Review ·Reported By 2 ·Updated 21 days ago

Changing a Messaging End User consent from Implicitly Opted In to Explicitly Opted In results in a blank inbound session


When 'Messaging Consent Status' on Messaging User record is changed from 'Implicitly Opted In' to 'Explicitly Opted In'. A new Messaging session record is inserted with Origin as 'Inbound Initiated' and status as 'Waiting'.

In Review ·Reported By 1 ·Updated 21 days ago

Survey builder sending email from logged in user address rather than assigned email address

Messaging , User Interface

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 17 ·Updated 22 days ago

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