Known Issues · LiveMessage

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

New session tab created instead of defaulting to existing session tab for Messaging

Messaging , Service Cloud Console , LiveMessage

New session created though there is an already active session irrespective of Channel. This is happening on text and facebook channels.

In Review ·Reported By 6 ·Updated Today

Agents receiving error indicating messages could not be sent via LiveMessage Managed Package


Agents operating within the LiveMessage Managed Package may run into errors when attempting to reply to message sessions.

In Review ·Reported By 2 ·Updated 3 days ago

Errors occurring when using Visualforce Send Text Message Button with LiveMessage Managed Package

Service Cloud Console , LiveMessage

When using the Send Text Message button on a record in order to engage a customer via the LiveMessage Managed Package, this can throw an error stating "Entity is not api accessible". Other observed behavior is after pressing the button it will continue to load but never fully load.

In Review ·Reported By 0 ·Updated 13 days ago

Lightning Messaging - "insufficient access rights on cross-reference id" encountered when a Messaging Agent manually changes Opted Out status

Lightning , LiveMessage

It has been observed that Standard Users with Messaging permissions encounter the error "insufficient access rights on cross-reference id" when trying to manually change the Opted Out status for a Messaging User record.

Scheduled - Spring '20 ·Reported By 15 ·Updated 18 days ago

The Messaging Sessions showing in the Conversation Tab/View are out of sequence

Lightning , LiveMessage

Messaging sessions are appearing out of order in the conversation view.

Scheduled - Spring '20 ·Reported By 3 ·Updated 19 days ago

Message latency in LiveMessage package v4.44


Chat window takes 10+ seconds to load after accepting a LiveMessage Session as an Agent. Sending messages may experience a slight delay of a few seconds before it looks to send to the customer.

In Review ·Reported By 0 ·Updated 24 days ago

Conversations getting stuck in Active state

Service , LiveMessage

Message Conversations getting stuck in Active state

Fixed ·Reported By 9 ·Updated 2019-10-07

Onclick Javascript button not sending text message from record page

Live Agent , Service Cloud Console , LiveMessage

The LiveMessage Legacy Package can utilize an Onclick Javascript Button that will send a text message to a phone number on a record page. Currently this is not working as intended.

In Review ·Reported By 2 ·Updated 2019-10-04

Lightning Console - Tabs using Pinned Regions in association and Accordion Components break when opening records as sub-tabs

CTI , Live Agent , Lightning , LiveMessage

An issue has been identified where tabs in the lightning console can break if they used Pinned Regions and Accordion Components, resulting in all content within the tab to disappear if specific conditions are met.

In Review ·Reported By 8 ·Updated 2019-09-25

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