Salesforce Known Issues

Quick Text cannot be re-used on the same chat session in lightning experience only

Live Agent , Lightning

The quick text can only be used once in every live agent chat session. Once you utilize the the quick text in a live agent chat session, the system doesn't allow to use any available quick text or does not populate the content of the quick text within the same session.

In Review ·Reported By 10 ·Updated 3 days ago

In Classic Console, Browser Refresh Loses findOrCreate Tab Search Results

Live Agent , Omni-Channel

In classic console, refreshing the browser when a findOrCreate search results tab is open causes that tab to show no results when the refresh is complete. This does not occur in Lightning. - Actual Result When the tab finishes refreshing, it shows no results. - Expected Result. The reloaded tab...

In Review ·Reported By 6 ·Updated 3 days ago

Live agent name search is case sensitive while transferring the chat in Lightning console.

Live Agent

In LEX console, when transferring a chat to another agent, searching the agent by name is case sensitive.

Release In Progress - Summer '19 Patch 3.0 ·Reported By 5 ·Updated 3 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

In Review ·Reported By 4 ·Updated 3 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 0 ·Updated 3 days ago

Live Agent - Cases or Contacts intermittently not linked to a Chat Transcript on creation

Live Agent

An issue has been observed where a Chat Transcript is not always associated to a Case or Contact on creation as a result of network connectivity issues that occur from the visitor clients side during a Chat session.

In Review ·Reported By 13 ·Updated 4 days ago

Summer'19 Issues with Live Agent chat transfer from one skill to another skill- chat console unresponsive

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 console tab for that chat becomes unresponsive - Observed in Summer'19

Scheduled - Summer '19 Patch 6.0 ·Reported By 6 ·Updated 4 days ago

Snap-Ins shouldn't re-connect when the session expires

Live Agent

Currently, if a snap-ins session loses connection for long enough that the server expires the session, and then the snap-in client regains connection and tries to connect, it will ultimately request a new session ID. , but then immediately cancel the chat. This is pretty seamless to the user, as it still...

In Review ·Reported By 2 ·Updated 4 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 25 ·Updated 5 days ago

doFind - Search Results page displays error when the chat is accepted by the agent in Live Agent Summer'19.

Live Agent

When findOrCreate displays the search page for multiple results found for an object, and that object's search layout includes a custom lookup field, following message will be displayed in the search results (External Page) An error has occurred while processing your request. The salesforce.com support...

Release In Progress - Summer '19 Patch 5.0 ·Reported By 6 ·Updated 5 days ago

1 to 10 of 230 | Next

Any unreleased services, features, statuses, or dates referenced in this or other public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make their purchase decisions based upon features that are currently available.