Salesforce Known Issues

Setting language in Embedded Service Deployment does not consistently translate chat labels properly

Live Agent , Omni-Channel

Setting the language for an embedded service deployment to non-English doesn't consistently translate labels in iOS browsers. Some of our documentation notes "To use translation, you must allow cookies for your browser. For example, enable “Allow third-party cookies” in Safari iOS.", but even with...

In Review ·Reported By 22 ·Updated Today

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 43 ·Updated 4 days ago

Actions are not available on Messaging Session or Chat Transcript records in lightning, but they are available in classic.

Live Agent , Messaging , Lightning

Custom actions and standard ones like Edit and Delete missing on the Highlights panel in Messaging Session and Chat Transcript objects in Lightning. The actions are seen in the list view in Lightning and in the record detail page in Classic, the actions are supported and the edit and delete action occurs...

In Review ·Reported By 3 ·Updated 4 days ago

File sent from Visitor while Agent is on another console tab doesn't result in Agent notification

Live Agent , Lightning

When an Agent is working in other Lightning Console tabs and not focused on an active chat tab, if the Visitor sends a file, the Agent does not get notified via the orange/yellow tab indicator. If the Visitor sends a message, then the Agent gets the notification, but not if it's strictly the file.

In Review ·Reported By 2 ·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 63 ·Updated 5 days ago

Spring 20: Quick Text focus changed from Chat text area to Quick Text panel

Live Agent , Lightning , Spring 20

When you are in a Chat and choose the Quick Text action icon, once you select the desired Quick Text, the landing focus is still on the icon and not in the text box of the Chat window. This prevents Agents from just clicking enter to send the Quick Text to the Visitor, which impacts their effic...

In Review ·Reported By 1 ·Updated 4 days ago

Omni users without Live Agent enabled will encounter disconnects when switching to Omni Supervisor after logging in to Omni widget

Live Agent

When an Omni user doesn't have Live Agent User enabled on their User record and they go Online via the Omni widget before ever navigating to Omni Supervisor for their session, an error is thrown in Service Console and they will be disconnected from Omni soon after. - Actual Result They are disconnected...

In Review ·Reported By 8 ·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

Using Classic Console to create a new record for Chats and refreshing the browser mid chat does not save the transcript correctly

Live Agent

When a classic console is configured to create a new record (case, contact, lead, account, etc.) on every chat, and an agent refreshes their browser mid-chat, the record that was created will not map to the transcript on save.

In Review ·Reported By 1 ·Updated 7 days ago

Chat API endpoint /chat/rest/Chasitor/ChatMessage results in 500 error if called in quick succession

API , Mobile , Live Agent , Omni-Channel

Chat API endpoint /chat/rest/Chasitor/ChatMessage results in Error 500: An error has occurred while processing your request. The support team has been notified of the problem. Error ID: 1460560579-917 (-1292368750)

In Review ·Reported By 0 ·Updated 7 days ago

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