Salesforce Known Issues

Known Issues · Omni-Channel

Omni-Channel My Work List not updated to reflect current work if case is changed using a flow action

Flow , Lightning , Omni-Channel

If a user logged into Omni-Channel has a case currently assigned in the "My Work" list. Calling a flow action via a button url, to change the information of the case, is then not reflected in the My Work list on case Close

In Review ·Reported By 7 ·Updated Yesterday

Unable to change configuration of chat button via setup

Sales and Marketing , Live Agent , Service Cloud Console , Omni-Channel

Admins may run into an issue where editing an existing chat button appears to go through but upon saving, this it will display the edit screen again.

In Review ·Reported By 0 ·Updated 3 days ago

Lightning console - When Agent Sneak Peek is enabled, and an agent is in the middle of typing a response and the visitor ends a chat, an error appears

Service , Live Agent , Lightning , Omni-Channel

If an agent using Lightning Console is in the middle of typing a message and the visitor ends the chat, if Agent Sneak Peek is enabled, a lightning error message will appear with this content: Uncaught Action failed: runtime_service_liveagent:chatApi$controller$handleAgentSneakPeek [Cannot read property...

Release In Progress - Spring '20 ·Reported By 32 ·Updated 4 days ago

If routing fails to finalize, transcript owner stays as the agent instead of auto proc.


For omni routed chats, if the work is routed but later fails to finalize routing to the agent due to various reasons, e.g. the chat was canceled by the chasitor, the transcript owner will be set as the agent instead of the auto proc.

Scheduled - Summer '20 ·Reported By 5 ·Updated 4 days ago

Calling closeAgentWork on lightning:omniToolkitAPI in Lightning console does not set ActiveTime on AgentWork record


If a customer has implemented a custom lightning component that can close Omni work via closeAgentWork, the ActiveTime for that agent work will not be populated.

In Review ·Reported By 4 ·Updated 4 days ago

No 'Access-Control-Allow-Origin' error when using Salesforce Fonts in Embedded Service (Snap ins) on External Site

Live Agent , Omni-Channel

Using a Embedded Service and including salesforce fonts in your branding setup When copying the code snippet into your site Generates a "blocked by CORS policy: No 'Access-Control-Allow-Origin' header is present on the requested resource" in the console. Even if site is CORS whitelisted Error...

Release In Progress - Spring '20 ·Reported By 3 ·Updated 4 days ago

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 38 ·Updated 5 days ago

Chat sneak peek becomes disabled when Sneak peek setting for the session is not handed over correctly on the SCRT server side.

Live Agent , Omni-Channel

Chat sneak peek becomes disabled sometimes for the remainder of an agent's Omni session when that session is handed over to another SCRT server. This happens when Chat and Omni-Channel are enabled and Omni widget is used.

In Review ·Reported By 9 ·Updated 5 days ago

Spring '20 - Log into Omni-Channel fails when "Require HttpOnly attribute" Session Setting is enabled

Omni-Channel , Spring 20

In the Spring '20 preview it has been observed that logging in to Omni-Channel will fail if the "Require HttpOnly attribute" Session Setting is enabled.

Release In Progress - Spring '20 Patch 4.1 ·Reported By 46 ·Updated 6 days ago

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

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