Salesforce Known Issues

Known Issues · Einstein Bots

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”

In Review ·Reported By 63 ·Updated 5 days ago

Chatbotavatar image doesn't load on first instance of chat on a fresh browser

Einstein Bots

Chatbotavatar image is not being displayed for the first time of chat. If we end the chat and in the same browser session, if we initiate a chat again then we are able to see the chatbot image.

Release In Progress - Spring '20 Patch 12.0 ·Reported By 6 ·Updated 5 days ago

Chat window scrolls up/down rapidly in Chrome with zoom

Live Agent , User Interface , Communities , Omni-Channel , Einstein Bots

In Google Chrome, with the zoom set to anything other than 100%, and the Display Settings scaling set to 100%, the Chat window in Community jumps up and down after scrolling down part way. Actual Result: After scrolling down just enough to hide the Chat header, the scroll starts jumping up and...

In Review ·Reported By 13 ·Updated 7 days ago

Chatbot Options Menu does not update after bot-to-bot transfer

Live Agent , Einstein Bots

We have observed that when executing a bot-to-bot transfer, the options menu for the initial bot is displayed in the Chat interface and does not update after the transfer has completed.

Scheduled - Summer '20 ·Reported By 20 ·Updated 11 days ago

Chatbot Legacy Client - When Bot A transfer to Bot B, Bot B does not show hyperlinks properly

Einstein Bots

When Bot A transfer to Bot B, Bot B does not show hyperlinks properly. A hyperlink is not set for the URL in the message transferred by Rule Action.

In Review ·Reported By 1 ·Updated 11 days ago

Einstein Bots intermittently returning Error: No agent is available

Einstein Bots

Einstein Bots is intermittently showing Error: No agent is available message

In Review ·Reported By 46 ·Updated 18 days ago

Active chat bot sessions displaying in agent's Chat/Omni widget ready to be accepted when using Skills based routing

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

Using Skills based routing in tandem with Einstein Chatbots will lead to behavior in which sessions currently with a bot can be accepted by an agent.

No Fix ·Reported By 0 ·Updated 24 days ago

Bots Analytics Studio displaying null results in Transfer Type field when a successful transfer occurred

Service Cloud Console , Einstein Bots

The Bots Analytics Studio gives admins a way to sort through much data in minimal time. Currently if a chat is started with a chatbot and then successfully transferred to an agent, viewing this event via the Bots Analytics Studio may not display a Transfer Type and will still display as null.

In Review ·Reported By 0 ·Updated 25 days ago

Bots Performance Dashboard not displaying information with active bots after Spring '20 Release

Service , Service Cloud Console , Omni-Channel , Einstein Bots , Spring 20

The Bots Performance Dashboard is designed to give real time data on active bots within an org. Due to an issue with the Spring '20 Release, no information is currently populating in this dashboard.

Release In Progress - Spring '20 Patch 12.0 ·Reported By 6 ·Updated 27 days ago

attachedRecords is null when using End Chat rule action

Live Agent , Einstein Bots

attachedRecords is null when using End Chat rule action (happens in legacy and snap-ins window).

In Review ·Reported By 3 ·Updated 2020-02-19

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