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 100 ·Updated 4 days ago

Auto-accepting work vis Omni in Lightning Console while working a chat or messaging session causes focus on chat input to be lost

Live Agent , Lightning , LiveMessage , Omni-Channel

When agents are working on a chat and typing a message and another work item is delivered an auto-accepted by them, the console tab for that work opens in the background. However, focus on the chat entry UI component is lost, disrupting their ability to type chat messages until it is refocused.

In Review ·Reported By 22 ·Updated Today

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...

Scheduled - Spring '20 ·Reported By 14 ·Updated 3 days ago

Unable to close chat transcript page intermittently

Live Agent , Lightning

Intermittently agents are unable to close the record tabs after the chat has ended. Leaving the console in Dirty state and users have to forcibly refresh the browser.

In Review ·Reported By 3 ·Updated 3 days ago

Focus does not stay in the chat window when you submit a new line of text to the chat when voiceover for iphone or talkback for android is enabled

Live Agent

[Accessibility issue] On submit Snap ins chat text from a phone where voiceover for iphone or talkback for android is enabled, swiping right causes focus to move to the background home webpage rather than staying within the chat widget.

In Review ·Reported By 0 ·Updated 4 days ago

When navigating between pages quickly and chatting an agent (embedded services), the chat can disconnect

Service , Live Agent , Omni-Channel

A visitor is disconnected from chat if moving between web pages rapidly.

Scheduled - Spring '20 ·Reported By 6 ·Updated 5 days ago

When creating a formula field on Chat Transcript, the Insert Field dialog does not show lookup fields that exist on the transcript

Live Agent

When a user adds a new formula field on chat transcript, and opens the Insert Field dialog from the advanced editor, lookup fields that exist on chat transcript don't appear in the list of available fields to add/reference.

In Review ·Reported By 3 ·Updated 5 days ago

Omni-routed chats are cancelled when only one agent is available and chat button has no queue enabled.

Live Agent

When only 1 agent is logged in to take Omni-routed chats and the Live Agent chat button does not have a queue enabled for it (not the omni queue, the chat button queue), the chat is immediately cancelled after it is submitted.

In Review ·Reported By 24 ·Updated 6 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 110% 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 down. If you have enough...

In Review ·Reported By 3 ·Updated 7 days ago

Embedded Service deployment with Communities endpoint fails to load on external domain after navigating from Community

Live Agent , Communities

If an Embedded Service for Web (ESW) deployment uses a Communities site as its site endpoint, visiting that ESW deployment on an external site after accessing that deployment on the Community in another tab will cause it to fail to load when clicked on.

In Review ·Reported By 2 ·Updated 9 days ago

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