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 195 ·Updated 3 days ago

Chat button takes longer than normal to load

Live Agent , Service Cloud Console

You may notice that your chat button takes very long to load (sometimes around a minute) even when agents are online. This only affects the loading of the button. Chats will go through without any latency. Typically if your website has a different endpoint code than what your org is showing, it...

In Review ·Reported By 68 ·Updated 3 days ago

Console tabs will open on browser refresh for open status-based capacity work regardless of whether tabs were open for those work items before refresh

Service , Service Cloud Console , Lightning , Omni-Channel

Tabs will open on browser refresh for open status-based capacity work regardless of whether tabs were open for those work items before refresh

In Review ·Reported By 1 ·Updated 2 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 46 ·Updated 4 days ago

Messaging, Conversation Entry records with a Message value of "null" if Mobile Originate (MO) starting with # or // is received.

Messaging , Service Cloud Console , Lightning , LiveMessage

When user sends a message with a '#' followed by a number or '//' followed by a number, those messages are not received by the Agent logged int the console (e.g., #123456 or //123456). Once the Messaging session is ended we will be able to see null messages for those messages which are sent in followed...

In Review ·Reported By 2 ·Updated 3 days ago

End Time values for Transcript records are incorrectly set if a Bot transfers to a queue and the first agent it routes to declines the chat

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

When using Chat with Bots the End Time field value for Chat Transcript records are incorrectly set if a Bot transfers to a queue and the first agent it routes to declines the chat. The date/time is being set to the time that the first agent declines rather than the expected date/time for when the chat...

In Review ·Reported By 1 ·Updated 3 days ago

Twitter DM attachments (images, videos) not displaying in Social Customer Service

Service Cloud Console , Marketing Cloud Social Studio

When viewing a Twitter DM in Social Customer Service, the attached video/image loads only a blank grey page icon. When clicking on this icon to attempt to download, the file does not open.

In Review ·Reported By 36 ·Updated 4 days ago

Internal Server Error in Macro Builder When Setting Assigned To on Task to "Queue"

Platform , Service Cloud Console , Lightning

While building a macro in lightning macro builder on Case which leverages the "New Task" action, When setting the "Assigned To" field on the task, there is the option to set it to a queue. Attempting to do this, however, results in an internal server error.

In Review ·Reported By 21 ·Updated 4 days ago

Read-only profile with Send Email perm gets permission error, but email still sent

Service , Service Cloud Console

When a user has a read-only profile with "Send Email" Permission opens up a case and sends an email via the case feed, the system shows an error prompt "You don't have permission to do this.", but still sends the email.

In Review ·Reported By 15 ·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 12 ·Updated 5 days ago

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