Salesforce Known Issues

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 17 ·Updated Today

Snap-Ins Prechat Record Types are showing all picklist values instead of Selected Values

Live Agent , Service Cloud Console , Communities

When setting up Snap-Ins within Lightning Setup, you have the option to select different options for your Prechat. Selecting a specific Record Type is resulting in all values showing, not just the Selected Values.

In Review ·Reported By 15 ·Updated Yesterday

Chats from blocked IP addresses can be briefly routed to agents before being cancelled.

Live Agent

Chats from blocked IP addresses can be briefly routed to agents before being cancelled.

In Review ·Reported By 11 ·Updated Today

Live Agent objects not being updateable

Apex , API , Live Agent

Following entities are not to be update-able via the API, despite documentation saying otherwise: LiveChatBlockingRule LiveChatButton LiveChatButtonDeployment LiveChatButtonSkill LiveChatDeployment LiveChatSensitiveDataRule LiveChatUserConfig LiveChatUserConfigProfile LiveChatUserConfigUser...

No Fix ·Reported By 11 ·Updated Yesterday

Duplicate messages appearing in Snap-ins chat session for Visitor [Safari ONLY]

Live Agent

When Visitors are using Live Agent Snap-ins on Safari browser (mobile or web based), messages between them and the Agent are getting duplicated. This issue is intermittent and not reproducible every time.

Scheduled - Spring '19 Patch 15.0 ·Reported By 9 ·Updated Today

[Safari only] Snap-Ins Chat: Clicking a link sent by an agent to the same domain results in lost connection

Live Agent , Lightning

An issue has been observed when using Snap-ins Chat in Safari where clicking on a link sent by an agent results in a disconnect if the link is part of the same domain as the site with the embedded Snap-in component.

Scheduled - Summer '19 ·Reported By 4 ·Updated Yesterday

Work items do not route when automation tries to access AgentWork.OriginalQueueId field

Service , Live Agent , Omni-Channel

Triggers, flows, and processes fail when the Automated Process user attempts to access AgentWork.OriginalQueueId field.

Scheduled - Summer '19 ·Reported By 2 ·Updated Today

Omni Routed Chats utilizing Percentage of Capacity may see chats not routing

Live Agent , Service Cloud Console

Orgs that use Omni-Channel Routing for Chats and also Percentage of Capacity under your Routing Configurations will see that agents are not routed chats. This is occurring for agents who have less than 1 whole unit of capacity remaining. The reasoning behind this is due to a rounding error within Salesforce...

In Review ·Reported By 3 ·Updated Yesterday

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.

Scheduled - Summer '19 ·Reported By 2 ·Updated 2 days ago

Using deployment.js in Lightning environment (Aura) leads to client side error

Live Agent , Winter 19

Using deployment.js in a lightning component, when liveagent chat is initiated, it leads to a client side error after about 60 seconds after loading the lightning component and liveagent startChat() call happening. The exact wording of the error is a bit different on different browsers. Chrome...

In Review ·Reported By 2 ·Updated 2 days ago

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