Salesforce Known Issues
Trailblazer Community

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 168 ·Updated 3 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 4 days ago

Case created by external user via Snap-In Offline Form does not fire case assignment rules

Service

Case created by external user via Snap-In Offline Form does not fire case assignment rules

In Review ·Reported By 110 ·Updated Yesterday

Cannot save Case created via Email-to-case in Lightning if Case Source field is Editable

Service , User Interface , Lightning

If the "Case Source" field is Editable on the Case Page Layout, in Lightning Experience the end User will receive "Review the following errors" if the Source is populated with an Email Message record.

In Review ·Reported By 123 ·Updated 3 days ago

Unhandled Fault Error May Occur When Attempting to Refresh or Submit a Survey & Survey Failure Email Contains Internal Server Error

Service , Lightning , Surveys

When survey is opened in separate browser or page refresh is required to load survey, an User will recieve the following error when attempting to submit survey. Error: "<b>An unhandled fault has occurred in this flow</b><br>An unhandled fault has occurred while processing the flow. Please contact...

Scheduled - Spring '21 ·Reported By 50 ·Updated Yesterday

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 2 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 23 ·Updated 3 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 20 ·Updated 3 days ago

When a bot attempts to transfer to a second queue after initially attempting to transfer to the first queue, the second transfer fails

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

When a bot is configured to route a chat to a second queue because the agent receiving the initial transfer from a bot declines it (and no other agents are available in the first queue), the transfer to the second queue fails.

Fixed ·Reported By 10 ·Updated 3 days ago

Lightning Milestones component is showing inaccurate "TimeRemainingInMins" when "Minutes To Complete Milestone" is configured for more than 30 days.

Platform , Service , Lightning

For any milestone which has Minutes To Complete Milestone more than 30 days , TimeRemainingInMins on Case Milestones is showing different time than actual time configured on Milestone Example: For a Milestone with has Minutes To Complete Milestone = 115,200 minutes(80 days) Time Remaining In mins...

In Review ·Reported By 3 ·Updated 3 days ago

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