Salesforce Known Issues

Known Issues · Omni-Channel

Setting language in Embedded Service Deployment does not consistently translate chat labels properly

Live Agent , Omni-Channel

Setting the language for an embedded service deployment to non-English doesn't consistently translate labels in iOS browsers. Some of our documentation notes "To use translation, you must allow cookies for your browser. For example, enable “Allow third-party cookies” in Safari iOS.", but even with...

In Review ·Reported By 22 ·Updated Today

Live Chat Transcripts stuck in a status of 'In Progress' or 'Waiting'

Service , Live Agent , Service Cloud Console , Lightning , Omni-Channel , Einstein Bots

An agent leaving a chat and/or visitor ending a chat can result in the Live Chat Transcript record to be lost to race conditions causing the status to become stuck in either “In Progress” or “Waiting”

In Review ·Reported By 63 ·Updated 5 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 anything other than 100%, 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...

In Review ·Reported By 13 ·Updated 7 days ago

Duplicate Rules causing records to not create via Snap-Ins even when they are set up to allow duplicate record creation

Service Cloud Console , Omni-Channel

Duplicate Rules that are set up to allow duplicate record creation are causing issues with Snap-Ins Prechat that is supposed to create records. Intermittently these records will not create in their org.

In Review ·Reported By 5 ·Updated 7 days ago

Chat API endpoint /chat/rest/Chasitor/ChatMessage results in 500 error if called in quick succession

API , Mobile , Live Agent , Omni-Channel

Chat API endpoint /chat/rest/Chasitor/ChatMessage results in Error 500: An error has occurred while processing your request. The support team has been notified of the problem. Error ID: 1460560579-917 (-1292368750)

In Review ·Reported By 0 ·Updated 7 days ago

Refreshing an active embedded service chat will throw an aura error and will be stuck loading for end users

Service , Service Cloud Console , Omni-Channel

Chat end users may run into an error if they are engaged in an active chat within an embedded service widget and the browser window/tab is refreshed.

In Review ·Reported By 0 ·Updated 10 days ago

Agent capacity while declined is showing higher than the configured capacity

Service , Service Cloud Console , Omni-Channel

Reporting on the value agent's capacity while declined can intermittently display this value as over the configuration capacity for said agent.

In Review ·Reported By 6 ·Updated 14 days ago

Supervisor lowering a Flag raised by an Agent does not modify the number on the "Assistance Flags Lowered (Supervisor)" field in the Chat Session


The "Assistance Flags Lowered (Supervisor)" field in the Chat Session object remains set to zero, even if the Supervisor did lower the flag.

In Review ·Reported By 1 ·Updated 14 days ago

Auto-Greeting intermittently not displaying when utilizing Chat in Lightning Console

Service Cloud Console , Lightning , Omni-Channel

Lightning Console chats my sometimes not display the auto greeting set up via configuration. This is due to a race condition where the auto-greeting is sending before the chat log has loaded, therefore it will not render correctly.

Scheduled - Summer '20 ·Reported By 45 ·Updated 17 days ago

Error would happen when changing records' owner between queues


When moving records between queues that have routing configurations associated to them while also having no Omni Service Channel created for that object type, an error would happen and prevent the change of ownership.

Release In Progress - Spring '20 Patch 13.0 ·Reported By 4 ·Updated 18 days ago

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