Salesforce Known Issues
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Known Issues · Service Cloud Console

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

Einstein Bot becomes unresponsive when clicking on a link that opens another tab within a community within iOS

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

Einstein Chatbots can supply links to users for a wide variety of uses. If a link is clicked within a Salesforce community that was supplied by the bot conversation, this will open a second community tab. As a result of this second tab opening, the chatbot in this tab will become unresponsive. This...

In Review ·Reported By 5 ·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can change the status of transcripts to In Progress directly, or may indirectly change it if the list view contains outdated data for the status field of an ended chat and the user is editing a different field....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

Quick Text is not populating values from Lead record in SMS Messaging

Messaging , Service Cloud Console

Quick Text template with Lead Merge Fields is populating Lead Firstname and Lastname. But, Phone and other formula field values are not getting populated. Even though the fields have values, it is not displaying the field values when the template is used in SMS Messaging. -Actual result Quick Text...

In Review ·Reported By 1 ·Updated 2 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

Macro using 'Apply Email Template' shows "The instruction isn't available." when a custom Email Quick Action API name is "Email"

Service , Service Cloud Console

In Classic, immediately after Saving a newly created Macro comprised of a Select Email Action, the instruction to ‘Apply Email Template’ reverts to ‘The instruction isn't available’. Subsequently attempting to Run the macro results in an error: 'There was an error running the Macro. Take a look...

In Review ·Reported By 42 ·Updated 5 days ago

Custom List button in lightning console leaves blank workspace tab when navigating away from the List View

Service Cloud Console , Lightning

In Lightning Console, if you create a Custom List Button, and specify a Visualforce page or a URL, and you use the button, sometimes you end up with a blank page in workspace left. If you are navigating to the same list view, then workspace left is replaced with the same content. If you are navigating...

No Fix ·Reported By 14 ·Updated 5 days ago

Unable to map field values to skills during Attribute Setup for Skills-Based Routing

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

During the mapping fields portion of the Attribute Setup for Skill-Based Routing process, if a field with a Data Type of Reference is selected to be mapped to an attribute, and there are a large volume of records for the object being referenced, the ability to select Field Values, Skills, Skill Level...

In Review ·Reported By 7 ·Updated 5 days ago

Self-related records cannot be selectable in Macro builder if loaded with delay

Service , Service Cloud Console

Self-Related record may not be target-able in macro builder when Self-Related components load with a delay. The issue is not observed when it loads as soon as page load completes.

In Review ·Reported By 3 ·Updated 7 days ago

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