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 112 ·Updated 3 days ago

Omni Supervisor becoming unresponsive and leading to browser freezing when viewing and filtering skills backlog

Service Cloud Console , Omni-Channel , Spring 20

Sorting through skills via the Omni Supervisor may lead to browser freezing and/or crashing if there are a considerable amount of items for the skills backlog.

In Review ·Reported By 8 ·Updated 2 days ago

[Summer 20] Replacing a work tab routed by Omni Channel via custom code and then closing tab will not close the agent work associated with it.

Lightning , Omni-Channel , Summer 20

[Summer 20] Replacing a work tab routed by Omni Channel via custom code using lightning:navigation and then closing tab will not close the agent work associated with it If a customer writes custom code that uses lightning:navigation (Aura) or lightning-navigation (LWC) to replace an Omni work item...

In Review ·Reported By 0 ·Updated Yesterday

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 8 ·Updated 4 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can change the status of transcripts to In Progress directly, or may indirectly change it if the list view contains outdated data for the status field of an ended chat and the user is editing a different field....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 8 ·Updated 4 days ago

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

Omni-Channel

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 1 ·Updated 4 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 5 days ago

Un-ended messaging sessions throwing errors after a Salesforce Site Switch

Messaging , Service Cloud Console , LiveMessage , Omni-Channel

Message sessions that were not in an 'Ended' status during a site switch can lead to errors when agents either accept or respond to said sessions.

In Review ·Reported By 8 ·Updated 5 days ago

Sorry to Interrupt Error -709169489 displaying while actively working messaging sessions in Lightning Experience

Messaging , Service Cloud Console , Lightning , Omni-Channel

While working on messaging sessions, agents may run into a Sorry to Interrupt Error with the number showing -709169489.

Scheduled - Winter '21 ·Reported By 5 ·Updated 5 days ago

Custom header background images in an Embedded Service chat window appear tiled/repeated

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

When using a custom image for the header background of an Embedded Services chat window with the recommended size of 320x164 pixels the image may appear tiled or repeated.

In Review ·Reported By 5 ·Updated 5 days ago

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