Salesforce Known Issues

Unable to change configuration of chat button via setup

Sales and Marketing , Live Agent , Service Cloud Console , Omni-Channel

Admins may run into an issue where editing an existing chat button appears to go through but upon saving, this it will display the edit screen again.

In Review ·Reported By 0 ·Updated 3 days ago

Lightning console - When Agent Sneak Peek is enabled, and an agent is in the middle of typing a response and the visitor ends a chat, an error appears

Service , Live Agent , Lightning , Omni-Channel

If an agent using Lightning Console is in the middle of typing a message and the visitor ends the chat, if Agent Sneak Peek is enabled, a lightning error message will appear with this content: Uncaught Action failed: runtime_service_liveagent:chatApi$controller$handleAgentSneakPeek [Cannot read property...

Release In Progress - Spring '20 ·Reported By 32 ·Updated 4 days ago

lightning:conversationAgentSend does not intercept agent messages before sending to visitor

Live Agent

If you were to setup an implementation leveraging lightning:conversationAgentSend in order to intercept agent messages before they send to a chat visitory, it would not intercept before sending. Instead it would send, then capture the send event to check.

Scheduled - Spring '20 Patch 7.0 ·Reported By 7 ·Updated 4 days ago

No 'Access-Control-Allow-Origin' error when using Salesforce Fonts in Embedded Service (Snap ins) on External Site

Live Agent , Omni-Channel

Using a Embedded Service and including salesforce fonts in your branding setup When copying the code snippet into your site Generates a "blocked by CORS policy: No 'Access-Control-Allow-Origin' header is present on the requested resource" in the console. Even if site is CORS whitelisted Error...

Release In Progress - Spring '20 ·Reported By 3 ·Updated 4 days ago

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 38 ·Updated 5 days ago

Chat button takes longer than normal to load

Live Agent , Service Cloud Console

You may notice that your chat button takes very long to load (sometimes around a minute) even when agents are online. This only affects the loading of the button. Chats will go through without any latency. Typically if your website has a different endpoint code than what your org is showing, it...

In Review ·Reported By 33 ·Updated 5 days ago

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 121 ·Updated 6 days ago

Chat sneak peek becomes disabled when Sneak peek setting for the session is not handed over correctly on the SCRT server side.

Live Agent , Omni-Channel

Chat sneak peek becomes disabled sometimes for the remainder of an agent's Omni session when that session is handed over to another SCRT server. This happens when Chat and Omni-Channel are enabled and Omni widget is used.

In Review ·Reported By 9 ·Updated 5 days ago

Transcript preview is not displaying all chat log in Omni Channel Chat

Live Agent , Service Cloud Console

When a user transfer the chat to other user, transcript preview displays past chat log. If Omni Channel Chat is used, past chat log is cut off by browser size and making difficult for other user to check all past chat log.

No Fix ·Reported By 3 ·Updated 5 days ago

The Omni Supervisor Queue details column does not display image instead shows formula when using compact layout

Live Agent , Service Cloud Console

When a work item uses a compact layout that contains a formula field, the field displays the written formula rather than the queried result within Omni Supervisor details.

No Fix ·Reported By 3 ·Updated 5 days ago

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