Salesforce Known Issues
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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 135 ·Updated Yesterday

Setting language in Embedded Service Deployment does not consistently translate chat labels properly

Live Agent , Omni-Channel

Setting the language for an embedded service deployment to non-English doesn't consistently translate labels in iOS browsers. Some of our documentation notes "To use translation, you must allow cookies for your browser. For example, enable “Allow third-party cookies” in Safari iOS.", but even with...

In Review ·Reported By 35 ·Updated Yesterday

Omni-Channel widget stuck at 'Logging in' when agents are going online

Service Cloud Console , Lightning , Omni-Channel

Some Salesforce Orgs may find that agents can attempt to go online via an available status but the omni widget is stuck at 'logging in' but never connects.

In Review ·Reported By 15 ·Updated Yesterday

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

No Fix ·Reported By 4 ·Updated Yesterday

Related records are not created from Embedded Service when a visitor opens a second chat tab

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

In some scenarios, when a chat visitor starts a chat and then opens a duplicate chat using the same URL as the page that contains the original tab, the starting the second new chat by the visitor will lead to pre-chat details being nullified and, any subsequent records such as cases or contacts that...

Scheduled - Winter '21 Patch 7.0 ·Reported By 4 ·Updated Yesterday

The request sound will not play in Omni Channel while auto-accepting work .

Lightning , Omni-Channel

When work is being auto-accepted in Omni-Channel in Lightning Console, the request sound may not play.

Scheduled - Spring '21 ·Reported By 10 ·Updated 2 days ago

Transfer to Button not available

Omni-Channel , Winter 21

Agents are not able to select Transfer to Button when clicking Transfer icon on Chats. The only visible option is Transfer to User, even if Transfer to button is enabled in the Chat Agent Configuration. ACTUAL RESULT Agents don't see the option "Chat Button" when clicking on Transfer button EXPECTED...

In Review ·Reported By 1 ·Updated Yesterday

When using a chatbot within a Community and the page is refreshed, bot avatar and last bot message are not aligned.

Live Agent , Communities , Omni-Channel , Einstein Bots

When using a chatbot within a Community and the page is refreshed, bot avatar and last bot message are not aligned. Actual Behavior: The avatar is displaying at the top-left with respect to the message and the message slides to the right. Expected Behaviour: Avatar should display on the bottom-left...

In Review ·Reported By 6 ·Updated 2 days ago

Intermittently chats are not routing to agents and stuck in the chat queue

Live Agent , Omni-Channel

When users request a chat, intermittently chats are not routed to any agent and stuck in a queue. However, chats requests that came into the queue after the impacted once will get assigned to agents without any intervention. Supervisions might notice, queue position is not being followed in chat assignments. Actual...

In Review ·Reported By 24 ·Updated 3 days ago

Active Time is greater than Handle Time


When a subtab of an Omni work primary tab is focused, and primary tabs are switched between by the user, Active Time is increasingly inflated, often to values greater than Handle Time. This can be especially common for work like Chat, where having subtabs open is common due to findOrCreate. -...

In Review ·Reported By 14 ·Updated 3 days ago

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