Salesforce Known Issues
Trailblazer Community

Known Issues · Omni-Channel

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 326 ·Updated 4 days ago

Online agents are having duplicate entries intermittently when loading the supervisor

Service , Lightning , Omni-Channel

The supervisor has duplicate entries and inconsistent states for the same agent.

In Review ·Reported By 21 ·Updated 2 days ago

"Insufficient access rights on cross-reference id" when attempting to update case records.

Omni-Channel , Summer 21

Some customers may have observed that they see the following error when attempting to update a case record in either sandbox or Production: Insufficient Privileges You do not have the level of access necessary to perform the operation you requested. Please contact the owner of the record or your...

Scheduled - Winter '23 ·Reported By 13 ·Updated Yesterday

Work When status-based agent work routed by Omni that didn't come from an Omni queue is reassigned to a non-Omni queue, the related agent work is lef


When status-based agent work routed by Omni that didn't come from an Omni queue is reassigned to a non-Omni queue, the related agent work is left open

In Review ·Reported By 2 ·Updated Today

Cannot save Messaging Channel if Opt-In/Opt-out confirmation fields are empty


1.After Facebook messaging channel is configured, messages in [Opt-In Confirmation] and [Opt-Out Confirmation] cannot be saved with blank and an error message is returned. 2.When editing the messaging channel, if we leave the field blank or write any string in it and click "cancel" and then again...

In Review ·Reported By 10 ·Updated 3 days ago

Sometimes skill based PSRs are not deleted and throws an error "Can’t Transfer the Case, try it later" when trying to transfer the case


Under specific circumstances, skill based PSRs are not deleted and an error "Can’t Transfer the Case, try it later" is seen when tried to transfer the case. ACTUAL RESULT PSR is not deleted once the agent accepts the work that has been manually assigned to them while they were busy. Consequently,...

In Review ·Reported By 6 ·Updated 3 days ago

Capacity is not released when work has been transferred


Under certain circumstances the agent capacity is not released once the work has been transferred.

In Review ·Reported By 25 ·Updated 4 days ago

Sometimes visitor chat messages do not appear on the agent side

Live Agent , Omni-Channel

Some messages sent by a chat visitor just after a chat is accepted may not appear on the agent's side

In Review ·Reported By 21 ·Updated 5 days ago

Chat still appearing in Omni Supervisor even after Cancelled by Visitor

Service , Omni-Channel

Potential deadlock can occur when a chat is canceled and the related agent work is being updated at the same time, leading to the chat still appearing in Omni Supervisor

In Review ·Reported By 14 ·Updated 8 days ago

Entity not evaluated as queueable when created by Guest users using screen flows or lightning component on community page

Communities , Flow , Lightning , Omni-Channel

When a non-authenticated community user creates a case via Flow or lightning component and assigns them to a queue, the Case is not routed to the available agents even if they are available. This is applicable for queue and skills based routing as well.

Scheduled - Winter '23 ·Reported By 3 ·Updated 8 days ago

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