Live Chat Transcripts stuck in a status of 'In Progress' or 'Waiting'
Trailblazer Community

Live Chat Transcripts stuck in a status of 'In Progress' or 'Waiting'

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

Last updated 2 days ago ·Reference W-6405477 ·Reported By 267 users

In Review

Summary
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 "Waiting" that have been identified. There may also be additional unidentified causes of this behavior as well. These additional identified causes can be found in the Known Issue links below for reference

https://success.salesforce.com/issues_view?id=a1p3A000000KS3yQAG

https://success.salesforce.com/issues_view?id=a1p3A000000KS3tQAG

Repro
1. Set up an org with Chat (formerly Live Agent) & Omni-Channel
2. Set up a chat button with Omni routing
3. Set up an agent that can receive chats from the chat button
4. Go online with the agent
5. Request a chat from the chat button
6. As the agent try to accept the chat while at the same time as the visitor cancel the chat request
7. The agent should see 'The visitor left before the chat started'

Expected behavior: The Chat Transcript status should be updated to 'Completed' or 'Missed' and should contain the history of the chat in the 'Body' field

Actual behavior: The Chat Transcript status remains in either an 'In Progress' or 'Waiting' status and the 'Body' field is blank

Workaround
Agents can delete the transcripts that are stuck after 24 hours.

Reported By (267)

Kushal Soni Sidney Coutinho Parik Dhody Stefano Mura Madhurima Dutta Lara da Cruz Caria Christian Falk Jørgensen Dmitriy Onishchenko Sergio Haro Trent Giardino Murilo Kakazu Brad Smith Chaithra Nagaraj Nubik Consultant Seth Maxwell Manish Kumar John Cristancho Amar Mishra Gabriel Ejezie Sarah Bailey Jameson Goodyear Aiden Lee Lindsay Lee Miraz Aggarwal Rock Zhang M G Mark Vermaat Laura Choi Calum Park (GB - ADVS) Jeroen Maat Euclydes Brasil Said El Hajj Oscar Bustos Daniel Clenzi Rakesh Gundapaneni Ken Bucovineanu Celestino Cynthia Gosset Brice Delair Althea Tan Kiran Pandiyan Maria José Martínez Giménez Virginia Giraut Guillaume Maugin Jen Ling Carsuzan Guillaume CRAMOISAN Olga Chaplinskaja Chandrangshu Sengupta Kristen Oliphant Wizzair Admin Torrent Consulting Lisandro Barquero Paul Davidson Christoffer Sjödin Shweta Kohli Eduard Boyko Satheesh Kumar Eedara Renee Cooper Austin Walls-Barcellos Chandan Kumar Christian Digal Sneh Abhishek Monica Mendoza SalesForce Administrator Vatsla SHARAN Jacques Chevrier Oleksandr Kuzheliuk Ashley Bettilyon Suman Tumurugoti Vanaja Kesary Yogesh Kulkarni Peter Lai Pallavi Rajmohan Mark Alvarado Chaitanya Nayak Mauro Adrián Rivero Tena Wolver Sasmita Padhy Alin Alexandru Ion Gabriella Orazio Michael Duhan Nithun Gangula Nathan Andrick Tomasz Banaszek Visa Sundaram Rahul Singh S Muthukumar Amy Cunningham Riya Khandelwal Rodolfo Ortiz ET Jones PIATRAONLINE PIATRAONLINE Eswar Badriprasad Jericho Andreus Seraspi onkar joshi Nathan Gabel JD Saha Iran Andrade Akshay Doshi Bob Jones Ignacio Vera Salesforce Dev Team Lior Pridor scott lushko John Mcnaughton Sheena Querido Suchitra Mishra Zik Zak Chris Duncan Dawn Freedman Amanda Ste.Marie Omar Alexander Mallorie DePenning Sille Kathrine Antonsen Joanna Rodrigues Aayush Kaistha Mike Louth APPLICATIVI APPLICATIVI_COMM_IT Shane Ryan Imanuel Eldin Pamela Knight Raya Pachevurova Satyo Iswara Manish Kumar Andrey Salin Nicholas Trenn Brandon Woodcook Prathiksh Prem Lionel Schröder Santiago Castellano Jack Michel Ankita Awasthi Jarle Heggedal Sylvain Durey yuki tsuchiya Tammy Summerson Bailey Burnside Poonam Sadare Andrew Gentry Shruti Suman Mishra Jakson James Monteiro Geri Parkins Ofer Doron Blake Panlook Sancha Kupke Jill Terrance Suman Papisetty Daniel Lim Amy Lundebrek Amit Kumar rachael south Tom Myers Andy Kallio Jander Viana Rafael Oliveira Vincenzo Alfano Julianne Boley Tammy Cragg Kirstin Gleeson Karishma Anne Maria Harutyunyan Herbert Williams David Captur Bhupesh Sothiya Hugues Beaurivage Benjamin Lee Emil John Orate Vezeeta services Sarah-Jane Chong Murat Kutluay Vinay Sharma Gretar Vidir Palsson Vera Woldan Raja Chandra Don Schueler Ivan Tadic Karthik Rama Vijay Kambhampati Jason Mower Kirby Collette Sugey Ochoa Sumit Salve Pranil Nimase Anthony Heber Alex Bryner Atul Kumar Brad Davis Gabe Terrell Alex Xiong Brady Ives Peter Lunberg Rodrigo Cardoso Elad Alkotser Jennifer Palawasta Martin Lindsey Martinez Jeremy Straw Rakesh Doliya Bartosz Popow Massimiliano Della Porta Marilyn Brown Felipe Poncet Carlos Aznar Manuel Albacete Krenn Oriol Civit Torezano Jowin waaijer Shane Jensen David Hickman Rey Rojas Lynn O'Neill Daniel Stewart Jani Hintsala Rachel Miland Anish Mathai Jack Earl 聖矢 西入 Marcos Borges Kelly Buehring Koen Remmerswaal jaclyn0828 antenor Roger Arboleda Daniel Malone Gorka Alapont Sanel Huskic Walter Logan Nishitha Chollangi Xinyue Wang Ian Dexter Francis Balfe Kevin Nossack Anish Mathai Larry Kiang Adarsh Mohapatra Ana Mariel De Guzman Rebecca Hall Tech Team Amanda Duchesne David Dacosta Mandy Macumber Amanda van Malsen Phillip Cuney Vernon Flint Sean Lee Sweety Dongre Nikita Agarawal Amanda Newton Adam Kircher Rakesh Bandi Salesforce Administrator Murali Dharnala Kaitlin Jurt Desarae McColley Neha Shah Michael Moran Vishnu Reddy Mandy Shepard Jon Huffaker Billie Ebinger Daniel Schell TJ Wilcox Saily Carolina Fuentes Araque James Wilby Denys Braga Jared Steiner Wiktor Jańczyk Arvin Ramkalawon Sebastian Peraza Dylan Turpin Matt Kravitz

Is it Fixed?

AP0 AP3 AP4 AP5 AP6 AP7 AP8 AP9 AP10 AP11 AP12 AP13 AP14 AP15 AP16 AP17 AP18 AP19 AP20 AP21 AP22 AP24 AP25 AP26 AP27 AP28 CS1 CS2 CS4 CS5 CS6 CS7 CS8 CS9 CS10 CS109 CS108 CS107 CS106 CS105 CS102 CS101 CS100 CS115 CS119 CS110 CS117 CS114 CS113 CS112 CS111 CS11 CS116 CS123 CS122 CS121 CS126 CS127 CS129 CS128 CS125 CS124 CS137 CS138 CS133 CS132 CS14 CS148 CS142 CS159 CS152 CS151 CS15 CS162 CS167 CS166 CS16 CS169 CS165 CS160 CS173 CS17 CS172 CS170 CS171 CS174 CS18 CS189 CS194 CS192 CS193 CS190 CS191 CS199 CS197 CS19 CS198 CS196 CS195 CS20 CS209 CS200 CS202 CS201 CS203 CS21 CS219 CS218 CS217 CS216 CS215 CS214 CS213 CS212 CS211 CS210 CS22 CS220 CS23 CS234 CS24 CS25 CS26 CS27 CS28 CS29 CS31 CS32 CS33 CS34 CS35 CS36 CS37 CS40 CS41 CS42 CS43 CS44 CS45 CS47 CS53 CS57 CS58 CS59 CS60 CS61 CS62 CS63 CS64 CS65 CS66 CS67 CS68 CS69 CS72 CS73 CS74 CS75 CS76 CS77 CS78 CS79 CS80 CS81 CS84 CS86 CS87 CS88 CS89 CS90 CS91 CS92 CS94 CS95 CS96 CS97 CS98 CS99 EU16 EU17 EU18 EU19 EU25 EU26 EU27 EU28 EU29 EU30 EU31 EU32 EU33 EU34 EU35 EU36 EU37 EU38 EU39 EU40 EU41 EU42 EU43 EU44 EU45 EU46 EU47 EU48 NA104 NA107 NA109 NA100 NA101 NA103 NA102 NA105 NA119 NA116 NA110 NA118 NA112 NA111 NA115 NA114 NA113 NA117 NA125 NA124 NA122 NA120 NA126 NA127 NA123 NA129 NA121 NA128 NA138 NA134 NA133 NA136 NA135 NA132 NA131 NA130 NA137 NA139 NA140 NA142 NA141 NA149 NA146 NA147 NA148 NA154 NA158 NA159 NA153 NA151 NA155 NA152 NA150 NA156 NA161 NA163 NA167 NA160 NA166 NA165 NA169 NA164 NA168 NA162 NA172 NA170 NA174 NA171 NA173 NA196 NA207 NA204 NA206 NA208 NA209 NA21 NA218 NA214 NA217 NA215 NA211 NA212 NA213 NA210 NA65 NA70 NA71 NA75 NA80 NA81 NA82 NA83 NA84 NA85 NA89 NA90 NA91 NA92 NA93 NA94 NA95 NA96 NA97 NA98 NA99 UM1 UM2 UM3 UM4 UM5 UM6 UM7 UM8 UM9

Any unreleased services, features, statuses, or dates referenced in this or other public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make their purchase decisions based upon features that are currently available.