Not all SMS messages being received by Agent intermittently
Last updated 2022-05-05 ·Reference W-6304537 ·Reported By 3 users
Agents experience issues with getting all the Visitor's messages in chat panel when engaged in an active conversation. The Agent needs to refresh the page in order to get all of the messages to appear. The messages appear fine in the LiveMessage Session transcript. This issue only occurs in Sandboxes and does not impact Production instances. This only applies to Classic (managed package) LiveMessage and not the Digital Engagement (Lightning) product.
Enable Classic LiveMessage and create a SMS Channel in a Sandbox
Send messages back and forth and eventually the Agent will not receive some of the messages via their Chat panel
The Agent needs to refresh the page in order to get all of the messages to appear.
Is it Fixed?
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