Salesforce Known Issues
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Known Issues · Omni-Channel

The typing indicator in a snap-in when chatting with a bot moves progressively higher up the chat log as the chat goes on when using IE11

Live Agent , Omni-Channel , Summer 20

The typing indicator in a snap-in when chatting with a bot moves progressively higher up the chat log as the chat goes on when using IE11. - Actual Result The typing indicator keeps moving higher - Expected Result. The typing indicator should remain at the bottom of the chat log

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

Consent Status of Messaging End User records are automatically updating to Opted Out

Service , Service Cloud Console , Lightning , LiveMessage , Omni-Channel , Spring 20

Messaging End User records whose Consent Status is set to "Implicitly Opted In" or "Explicitly Opted In" automatically changes to "Opted Out" when that Messaging End User replies to an Agent Initiated outbound messaging session.

In Review ·Reported By 8 ·Updated 4 days ago

Messaging User Related List on Person Account Record not displaying data in Lightning Experience

Service , Messaging , Service Cloud Console , Lightning , Omni-Channel

The Messaging User Related List can show data that can be attached to another record via a related list. Currently if a Messaging User Related List is added to a person account record, the data will display in Classic without issue but will not display in Lightning Experience

In Review ·Reported By 1 ·Updated 6 days ago

When chat is transferred from bot to an agent and then agent is disconnected/goes offline, chat is not automatically transferred to the next agent

Omni-Channel , Einstein Bots

When a bot transfers to an agent and the agent goes offline, the chat does not transfer to another agent.

In Review ·Reported By 8 ·Updated 7 days ago

Live Chat Transcripts stuck in a status of 'In Progress' or 'Waiting'

Service , Live Agent , Service Cloud Console , Lightning , Omni-Channel , Einstein Bots

An agent leaving a chat and/or visitor ending a chat can result in the Live Chat Transcript record to be lost to race conditions causing the status to become stuck in either “In Progress” or “Waiting” Note: There are other ways in which transcripts can become stuck with a status of "In Progress" or...

In Review ·Reported By 108 ·Updated 9 days ago

Cancelled chats can cause the transcript record to become stuck in a status of "In Progress"

Service , Live Agent , Service Cloud Console , Omni-Channel , Einstein Bots

If a chasitor (chat visitor) cancels an Omni routed chat just as it's being accepted by an agent, there are circumstances where the transcript for that chat will get stuck in the "In Progress" status. Note: There are other ways in which transcripts can become stuck with a status of "In Progress"...

In Review ·Reported By 6 ·Updated 12 days ago

Chat Transcript stuck in a status of "In Progress"

Service , Live Agent , Service Cloud Console , Lightning , Omni-Channel , Einstein Bots , Listviews

If in-line editing is available in a transcript list view that contains the Status field, users can change the status of transcripts to In Progress directly, or may indirectly change it if the list view contains outdated data for the status field of an ended chat and the user is editing a different field....

In Review ·Reported By 6 ·Updated 12 days ago

Declining many Omni work items simultaneously can break the Omni widget

Omni-Channel

When many Omni work items (15+) are simultaneously declined (typically due to push timeout), the Omni widget ceases functioning until the browser is refreshed. This issue is more prominent when there is an active trigger on AgentWork.

Fixed ·Reported By 1 ·Updated 12 days ago

PSR desync causing Omni Routing issues, when a custom code saves a PSR without any changes.

Omni-Channel

When custom code saves a PSR without any changes, and then later on sets the CustomRequestedDatetime on that PSR, it will cause a PSR desync leading to Omni routing issues.

Fixed ·Reported By 0 ·Updated 12 days ago

Chat sneak peek becomes disabled when Sneak peek setting for the session is not handed over correctly on the SCRT server side.

Live Agent , Omni-Channel

Chat sneak peek becomes disabled sometimes for the remainder of an agent's Omni session when that session is handed over to another SCRT server. This happens when Chat and Omni-Channel are enabled and Omni widget is used.

In Review ·Reported By 13 ·Updated 13 days ago

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