Salesforce Known Issues
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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

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 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

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 21 ·Updated 6 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 11 ·Updated 6 days ago

SMS consent, OptOut keyword failure.

Messaging , Lightning

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 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...

Scheduled - Spring '21 ·Reported By 20 ·Updated 11 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 7 ·Updated 11 days ago

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