Known Issues · Live Agent
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 55 ·Updated Yesterday
An issue has been observed where a duplicate Live Chat Transcripts with a Missed status are created when a visitor's device reconnects after the initial session has ended. The Chat Transcript is not always associated to a Case or Contact on creation as a result of network/session connectivity issues...
In Review ·Reported By 28 ·Updated Yesterday
When using Chat in Classic Service Console in Firefox/Chrome, if you (as an agent, supervisor, or Visitor) try to start a new line by using shift + enter, a new line will be created, but the size of the text area will not adjust to show both the first line and the new line. Instead, the first line is...
Scheduled - Winter '20 ·Reported By 2 ·Updated 2 days ago
Customers who use Chatbots for their chat functionality may notice that duplicate cases are being created from a chat prior to their customer even talking with the bot.
In Review ·Reported By 2 ·Updated 2 days ago
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
Scheduled - Winter '20 ·Reported By 11 ·Updated 3 days ago
In LEX console, if a customer has implemented a customization to call closeAgentWork from the lightning omniToolkitAPI on Omni chats, the chat is not ended, though the AgentWork is closed. Furthermore, while the chat has not ended, errors pop up when the agent tries to send messages or end the chat,...
Scheduled - Winter '20 ·Reported By 4 ·Updated 8 days ago
SUMMARY: When using a chat bot that has dialogs or choices with very long values, those values will be truncated to 40 characters when interacting with those chat bots via normal chat buttons. However, when using those chat bots in snap-ins, those long values are wrapped instead of truncated. -...
In Review ·Reported By 0 ·Updated 9 days ago
In Review ·Reported By 1 ·Updated 12 days ago
The Chat Agent Configurations can make it so Chat Supervisors can filter the amount of buttons they see in order to supervisor a subset of buttons instead of seeing all chat buttons.
Fixed - Summer '19 Patch 13.0 ·Reported By 10 ·Updated 13 days ago
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 2 ·Updated 20 days ago
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