Salesforce Known Issues

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.

Fixed ·Reported By 36 ·Updated 6 days ago

When Session Reuse Time is in use, the reopened message does not appear in agents omni-channel widget

Service Cloud Console , LiveMessage

In the LiveMessage Classic app (managed package), reopened messages do not appear in the omni-channel widget when Session Reuse Time is enabled.

In Review ·Reported By 2 ·Updated 6 days ago

"Locale" field on the MessagingEndUser is only populated for AppleBusinessChat.


"Locale" field on the MessagingEndUser is only populated for AppleBusinessChat but not on Text or Facebook channels

In Review ·Reported By 2 ·Updated 19 days ago

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.

Fixed ·Reported By 14 ·Updated 2019-12-09

Live Message Initial Message not showing in chat window when accepting session


When the agent accepts the incoming message from the Omni Channel widget the Live Message Session Start Message isn't sent.

In Review ·Reported By 0 ·Updated 2019-12-05

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 2019-11-15

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 2019-11-05

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.

Release In Progress - Spring '20 ·Reported By 15 ·Updated 2019-10-31

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.

Release In Progress - Spring '20 ·Reported By 3 ·Updated 2019-10-30

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 2019-10-25

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