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can change the status of transcripts to In Progress directly, or may indirectly change it if the list view contains outdated data for the status field of an ended chat and the user is editing a different field....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