Snap-Ins Prechat sending out Case Assignment Emails to Chat Agents

Live Agent , Service Cloud Console

When you utilize the standard pre-chat form for the case object for Snap-Ins, your agents may receive emails stating that a case has been assigned to them when they take a new chat. All of the proper measures will be taken in the org to not receive the emails, but they will still persist.

In Review ·Reported By 55 ·Updated Yesterday

Live Agent - Duplicate Transcripts with Missed status created and/or intermittently missing Cases or Contacts

Live Agent

An issue has been observed where a duplicate Live Chat Transcripts with a Missed status are created when a visitor's device reconnects after the initial session has ended. The Chat Transcript is not always associated to a Case or Contact on creation as a result of network/session connectivity issues...

In Review ·Reported By 28 ·Updated Yesterday

In Firefox/Chrome, using shift + enter to start a new line makes the text look like it's disappeared

Live Agent

When using Chat in Classic Service Console in Firefox/Chrome, if you (as an agent, supervisor, or Visitor) try to start a new line by using shift + enter, a new line will be created, but the size of the text area will not adjust to show both the first line and the new line. Instead, the first line is...

Scheduled - Winter '20 ·Reported By 2 ·Updated 2 days ago

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 2 days ago

Summer'19 Issues with Live Agent chat transfer from one skill to another skill- chat widget shows "N/A"

Live Agent

When a Live Agent-routed chat is transferred to another skill and received by an agent that doesn't have the original skill (the skill of the button the chat came in on), that agent's chat notification shows "N/A" instead of button name - Observed in Summer'19

Scheduled - Winter '20 ·Reported By 11 ·Updated 3 days ago

Calling closeAgentWork on lightning:omniToolkitAPI for Omni chats doesn't properly end chat.

Live Agent , Lightning , Omni-Channel

In LEX console, if a customer has implemented a customization to call closeAgentWork from the lightning omniToolkitAPI on Omni chats, the chat is not ended, though the AgentWork is closed. Furthermore, while the chat has not ended, errors pop up when the agent tries to send messages or end the chat,...

Scheduled - Winter '20 ·Reported By 4 ·Updated 8 days ago

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 9 days ago

Onclick Javascript button not sending text message from record page

Live Agent , Service Cloud Console , LiveMessage

The LiveMessage Legacy Package can utilize an Onclick Javascript Button that will send a text message to a phone number on a record page. Currently this is not working as intended.

In Review ·Reported By 1 ·Updated 12 days ago

Chat buttons in Live Chat Supervisor Panel not filtering based on Chat Agent Configurations

Live Agent , Service Cloud Console

The Chat Agent Configurations can make it so Chat Supervisors can filter the amount of buttons they see in order to supervisor a subset of buttons instead of seeing all chat buttons.

Fixed - Summer '19 Patch 13.0 ·Reported By 10 ·Updated 13 days ago

VisitorName on agent side is not populating when using entityFieldMap to save first name into a custom field

Live Agent

When using entityFieldMapping for the firstName field to a custom field the visitor name won't show up in the Waiting State and also won't show up in the transcript.

In Review ·Reported By 2 ·Updated 20 days ago

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