Known Issues · Einstein Bots

Duplicate cases being created when chat is closed before Chatbot is engaged

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

Customers who use Chatbots for their chat functionality may notice that duplicate cases are being created from a chat prior to their customer even talking with the bot.

In Review ·Reported By 2 ·Updated Yesterday

Deleted dialogs with dialog intent enabled are still displaying via the bot training intent drop down

Service Cloud Console , Einstein Bots

When creating a dialog for your Einstein Bot, you can enabled dialog intents for this which will include intent sets for this specific dialog. If these dialogs with dialog intent are deleted, they will still display in the bot training drop down.

Scheduled - Winter '20 ·Reported By 0 ·Updated Yesterday

Chat Bot Rich Menu and Rich Button text values are truncated to 40 characters when using standard chat button (non-Snap-In)

Live Agent , Einstein Bots

SUMMARY: When using a chat bot that has dialogs or choices with very long values, those values will be truncated to 40 characters when interacting with those chat bots via normal chat buttons. However, when using those chat bots in snap-ins, those long values are wrapped instead of truncated. -...

In Review ·Reported By 0 ·Updated 8 days ago

Name of the chat bot not rendered when page is refreshed.

Einstein Bots

When Einstein Bot is associated with Snap-ins, after chat is initiated, if the page is refreshed, snap-ins header displays the static name "Bot" instead of original Bot name.

In Review ·Reported By 0 ·Updated 13 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 1 ·Updated 28 days ago

Einstein Bot faces Internal Server Error when training a bot "java.lang.IllegalStateException: Duplicate key [Insert Dialog]"

Service , Einstein Bots

When attempting to train a bot, admins are seeing an Internal Server Error that includes the messaging " java.lang.IllegalStateException: Duplicate key [Insert Dialog]"

Fixed - Summer '19 ·Reported By 5 ·Updated 2019-06-15

Summer '19 Environments receiving error when building out Model for Einstein Bots

Service Cloud Console , Einstein Bots

In Summer '19 environments, Admins may encounter an error when trying to build out a model for their Einstein Bots. There is no clear way to get around the error.

Fixed - Summer '19 Patch 7.0 ·Reported By 20 ·Updated 2019-06-03

Queue Positions not showing after transferring Snap-Ins Chat from Bot to a Queue

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

When utilizing the Queue Position Feature of Snap-Ins and also using Bots in tandem, the Queue Position may not display when there is a transfer to an a Queue.

Fixed - Summer '19 ·Reported By 4 ·Updated 2019-05-04

Issue with Smart Link in a 'non-English' article when logged in as Guest User

Knowledge , Communities , Einstein Bots

Click on smart link for non-english articles takes you to logout page. The issue is reproducible when logged in as guest user.

Fixed - Summer '19 Patch 2.0 ·Reported By 1 ·Updated 2019-05-04

Cannot edit or create Entities in Einstein Bot Builder using non-English user language.

Einstein Bots

Editing or creating Entities in Einstein Bot Builder using non-English user language throws following error and cannot save. [Error] No enum constant com.sforce.soap.tooling.wsc.MlSlotClassExtractionType.XXX

Fixed - Spring '19 Patch 5.0 ·Reported By 2 ·Updated 2019-02-09

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