Salesforce Known Issues

Email Template: Case Thread ID in an email template is stripped

Service , Messaging

When using an email template with Case Thread ID merge field ({!Case.Thread_Id}) to send outbound email from a case, the thread id is stripped.

In Review ·Reported By 146 ·Updated 3 days ago

Messaging channel is not available while creating QuickText in lightning


Messaging channel is not available while creating QuickText in lightning.

Release In Progress - Spring '20 ·Reported By 7 ·Updated 4 days ago

Ongoing 10DLC MMS Issue - Outbound MMS to Verizon Handsets don't go through

Messaging , Lightning

The SMS ecosystem is currently going through some changes in order to allow for a better experience for businesses looking to send SMS/MMS messages over U.S. and Canadian area codes. The initial change will reduce filtering and improve deliverability for companies sending messages over the Verizon long...

In Review ·Reported By 0 ·Updated 10 days ago

Messaging Setup List Views fail to load when NamespacePrefix is configured in a Developer Edition org

Messaging , Lightning

ListViews for MessagingChannel, MessagingTemplate, and MessagingDeliveryError logs fail to load in a Developer Org if a Namespace Prefix is assigned. Once assigned, Namespace Prefix cannot be removed.

In Review ·Reported By 1 ·Updated 14 days ago

Messaging MT or Outbound messages not reaching visitors for sandboxes on instances cs59, cs60, cs123, cs124, cs125


Visitors are able to send texts, but do not receive automated or agent responses.

In Review ·Reported By 0 ·Updated 14 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

Delays seen in processing messages of some Time Based Workflows & Scheduled Actions in Process Builder

Performance , Workflow , Messaging , Flow , Process Builder

Salesforce is seeing some delays of over 40 minutes in the processing of time based workflows and scheduled actions in Process Builder which may cause stacking of workflows and delay in creation of records depending on the setup of the action.

Fixed - Winter '20 Patch 11.5 ·Reported By 5 ·Updated 2019-12-06

Saving email as Draft status in Case Feed sets Is Externally Visible field to True

Chatter , Messaging , Service Cloud Console , Communities

Customers might notice that saving an Email as Draft status in Case Feed sets IsExternallyVisible field to True. The expected behavior is that Emails in Draft status should not be visible to customer.

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

Messaging Templates - Merge Fields in Quick Text not working for certain objects

Messaging , Lightning

An issue has been observed where use of Merge Fields in a Messaging Template throw an error when executed through Process Builder. Users may see the following error: "Can't insert the merge fields into the message because Quick Text isn't supported on the object you specified in the process. LiveMessage...

In Review ·Reported By 15 ·Updated 2019-11-27

Lightning Messaging - Channel-Object Linking displays error if Messaging Channel is not present on Messaging Session Layout

Messaging , Lightning

An issue has been identified where Channel-Object Linking for Messaging channels will display an error when opening Messaging Session records if the Messaging Channel field has been removed from the page layout.

Release In Progress - Spring '20 ·Reported By 1 ·Updated 2019-11-26

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