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 112 ·Updated 3 days ago

Lightning console workspace tabs disappear in Chrome 80 and Edge Chromium

Service Cloud Console , Lightning

In the console navigation style, the console’s state is auto-saved every 60 seconds, or when a user closes or navigates away from the page. The console’s state includes opened tabs, closed tabs, tab order, and tab customization. In Chrome version 80+ and in Edge Chromium, any console changes newer...

Release In Progress - Summer '20 ·Reported By 102 ·Updated 3 days ago

Snap-Ins Prechat Record Types are showing all picklist values instead of Selected Values

Live Agent , Service Cloud Console , Communities

When setting up Snap-Ins within Lightning Setup, you have the option to select different options for your Prechat. Selecting a specific Record Type is resulting in all values showing, not just the Selected Values.

In Review ·Reported By 32 ·Updated 2 days ago

Lightning Chat, Request a File does not open on first click

Service , Live Agent , Service Cloud Console

Chat File Transfer dialog requires three clicks to appear in Lightning Console

Release In Progress - Summer '20 ·Reported By 19 ·Updated 2 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

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

Spinner is displayed for a part of the screen but not full screen while performing inline edit

Service Cloud Console , Lightning

Inline editing a field at the bottom of the page, puts the spinner out of frame at the top. This behavior is observed in all the templates except three region template for the lightning record page and in console apps.

Scheduled - Winter '21 ·Reported By 4 ·Updated 4 days ago

Notes share email link does not go to correct Note in Console

Content and Files , Service Cloud Console

When customer shares a note to a user, it sends a link to the shared user. When in a Console view, clicking the link does not take you to the correct note but to most recently viewed note instead.

Scheduled - Winter '21 ·Reported By 0 ·Updated 4 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

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