April 2024 Patch Release

Release Notes: Embedded Service SDK for Android

Note: These release notes describe the Embedded Service Chat SDK. If you're not already using Chat, check out Messaging for In-App, a newer in-app chat solution: Messaging for In-App Developer Guide.

This patch release (SDK version 224.2.7) includes the following components:

• Chat version 4.3.6
• ServiceCommon version 8.0.6

To install the SDK, follow these installation instructions. For additional info about the SDK, check out the Service SDK Developer Center. Refer to the version release history to learn about past versions of the SDK.

Running into an issue? Create a case.

New Features

Bug Fixes

• Removed the Knowledge and Cases SDKs from the Service SDK. This resolves an issue with out of date and unsupported dependency versions contained in them. These two SDKs have not been supported since the Winter 23 release. Please see this document for more info: https://help.salesforce.com/s/articleView?id=000391938&type=1.
• Using com.salesforce.service:servicesdk:<latest> is now equivalent to using com.salesforce.service:chat-ui:<latest> due to the Service SDK only containing the Chat UI SDK going forward.

Known Issues

• If you set defaultToMinimized to false then when a user gets transferred to another agent, the chat feed becomes hidden behind the chat queue and you can't speak with the agent. Workaround: Set defaultToMinimized to true, which is also the default value for this setting: chatUIConfigurationBuilder.defaultToMinimized(true)
• If you use an incorrect button ID in your chat configuration, the chat will fail and your SessionStateListener will report a ChatEndReason of NetworkError. Workaround: If you receive a NetworkError, verify that the button ID is correct.
• Case creation using the ChatEntity class does not work for Omni-Channel routing without a setup change to your org. Workaround: Raise a ticket with Salesforce.com to ensure that Omni-Channel is enabled to create a Case in your org. Note that Contact creation works fine with Omni-Channel, and Live Agent routing works correctly for both Cases and Contacts.

October 2023 Patch Release

Release Notes: Embedded Service SDK for Android

Note: These release notes describe the Embedded Service Chat SDK. If you're not already using Chat, check out Messaging for In-App, a newer in-app chat solution: Messaging for In-App Developer Guide.

This patch release (SDK version 224.2.6) includes the following components:

• Chat version 4.3.6
• ServiceCommon version 8.0.6

To install the SDK, follow these installation instructions. For additional info about the SDK, check out the Service SDK Developer Center. Refer to the version release history to learn about past versions of the SDK.

Running into an issue? Create a case.

New Features

• Added a pre_chat_terms_and_conditions string to customize the Terms and Conditions for the pre-chat form.

Bug Fixes

• Added a foreground service type to maintain support for API versions 34 and later.

Known Issues

• If you set defaultToMinimized to false then when a user gets transferred to another agent, the chat feed becomes hidden behind the chat queue and you can't speak with the agent. Workaround: Set defaultToMinimized to true, which is also the default value for this setting: chatUIConfigurationBuilder.defaultToMinimized(true)
• If you use an incorrect button ID in your chat configuration, the chat will fail and your SessionStateListener will report a ChatEndReason of NetworkError. Workaround: If you receive a NetworkError, verify that the button ID is correct.
• Case creation using the ChatEntity class does not work for Omni-Channel routing without a setup change to your org. Workaround: Raise a ticket with Salesforce.com to ensure that Omni-Channel is enabled to create a Case in your org. Note that Contact creation works fine with Omni-Channel, and Live Agent routing works correctly for both Cases and Contacts.

May 2023 Patch Release

Release Notes: Embedded Service SDK for Android

Note: These release notes describe the Embedded Service Chat SDK. If you're not already using Chat, check out Messaging for In-App, a newer in-app chat solution: Messaging for In-App Developer Guide.

This patch release (SDK version 224.2.5) includes the following components:

• Chat version 4.3.5
• ServiceCore version 8.0.6

To install the SDK, follow these installation instructions. For additional info about the SDK, check out the Service SDK Developer Center. Refer to the version release history to learn about past versions of the SDK.

Running into an issue? Create a case.

Fixes

• Fixed an issue with gallery permissions for Android 12+ devices.

Known Issues

• If you set defaultToMinimized to false then when a user gets transferred to another agent, the chat feed becomes hidden behind the chat queue and you can't speak with the agent. Workaround: Set defaultToMinimized to true, which is also the default value for this setting: chatUIConfigurationBuilder.defaultToMinimized(true)
• If you use an incorrect button ID in your chat configuration, the chat will fail and your SessionStateListener will report a ChatEndReason of NetworkError. Workaround: If you receive a NetworkError, verify that the button ID is correct.
• Case creation using the ChatEntity class does not work for Omni-Channel routing without a setup change to your org. Workaround: Raise a ticket with Salesforce.com to ensure that Omni-Channel is enabled to create a Case in your org. Note that Contact creation works fine with Omni-Channel, and Live Agent routing works correctly for both Cases and Contacts.

Sept 2022 Patch Release

Release Notes: Embedded Service SDK for Android

Note: These release notes describe the Embedded Service Chat SDK. If you're not already using Chat, check out Messaging for In-App, a newer in-app chat solution: Messaging for In-App Developer Guide.

This patch release (SDK version 224.2.4) includes the following components:

• Chat version 4.3.4
• ServiceCore version 8.0.6

Update as of the Winter ’23 release: The Knowledge component (4.3.7) and the Case Management component (4.2.8) of the Service SDK have been retired. To learn more, see Knowledge SDK Retirement and Cases SDK Retirement.

To install the SDK, follow these installation instructions. For additional info about the SDK, check out the Service SDK Developer Center. Refer to the version release history to learn about past versions of the SDK.

Running into an issue? Create a case.

Fixes

• Fixed a camera permissions issue for Android 11+ devices.

Known Issues

• Chat: If you set defaultToMinimized to false then when a user gets transferred to another agent, the chat feed becomes hidden behind the chat queue and you can't speak with the agent. Workaround: Set defaultToMinimized to true, which is also the default value for this setting: chatUIConfigurationBuilder.defaultToMinimized(true)
• Chat: If you use an incorrect button ID in your chat configuration, the chat will fail and your SessionStateListener will report a ChatEndReason of NetworkError. Workaround: If you receive a NetworkError, verify that the button ID is correct.
• Chat: Case creation using the ChatEntity class does not work for Omni-Channel routing without a setup change to your org. Workaround: Raise a ticket with Salesforce.com to ensure that Omni-Channel is enabled to create a Case in your org. Note that Contact creation works fine with Omni-Channel, and Live Agent routing works correctly for both Cases and Contacts.
• Case Management: Case SDK Activity instances that are restarted by the OS may not display any content until the SDK is re-initialized within the app. Workaround: Create a CaseUIClient during Application.onCreate() to avoid this problem.
• Knowledge: The order in which articles and categories are displayed on Knowledge UI may differ while the device is offline compared to when it is online.
• Knowledge: Articles and categories that have been unpublished or re-categorized in your community knowledge base may still appear in the UI while the device is offline. At this time, articles and categories are not removed from the cache.
• Knowledge: Search accuracy is limited to matching terms found within article titles and article summaries while offline. Online search makes use of the remote server's ability to view the entirety of the knowledge base for obtaining search results.
• Case Management: If the "Edit Read Only Fields" permission is turned on in your org, a community user can see (and seemingly edit) read only fields when creating a case. Workaround: Turn off the "Edit Read Only Fields" permission so that read only fields are not shown when creating a case. See this Knowledge article for more information.

May 2022 Patch Release

Release Notes: Embedded Service SDK for Android

This release (SDK version 224.2.3) includes the following components:

• Chat version 4.3.3
• Knowledge version 4.3.7
• Case Management version 4.2.8
• ServiceCore version 8.0.6

To install the SDK, follow these installation instructions. For additional info about the SDK, check out the Service SDK Developer Center. Refer to the version release history to learn about past versions of the SDK.

Running into an issue? Create a case.

Fixes

• The close button now closes the chat feed if the session has already ended. Previously, the close button would only minimize the chat feed.
• Fixed a NullPointerException that could occur when the chat feed scrolls down.
• Fixed a NullPointerException that could occur in the ViewStateTracker.
• ChatBot footer menu button no longer shows up if there are no footer menu actions configured.
• Fixed an issue where the transfer UI was not visible for skill, queue, and bot transfers.

Known Issues

• Chat: If you set defaultToMinimized to false then when a user gets transferred to another agent, the chat feed becomes hidden behind the chat queue and you can't speak with the agent. Workaround: Set defaultToMinimized to true, which is also the default value for this setting: chatUIConfigurationBuilder.defaultToMinimized(true)
• Chat: If you use an incorrect button ID in your chat configuration, the chat will fail and your SessionStateListener will report a ChatEndReason of NetworkError. Workaround: If you receive a NetworkError, verify that the button ID is correct.
• Chat: Case creation using the ChatEntity class does not work for Omni-Channel routing without a setup change to your org. Workaround: Raise a ticket with Salesforce.com to ensure that Omni-Channel is enabled to create a Case in your org. Note that Contact creation works fine with Omni-Channel, and Live Agent routing works correctly for both Cases and Contacts.
• Case Management: Case SDK Activity instances that are restarted by the OS may not display any content until the SDK is re-initialized within the app. Workaround: Create a CaseUIClient during Application.onCreate() to avoid this problem.
• Knowledge: The order in which articles and categories are displayed on Knowledge UI may differ while the device is offline compared to when it is online.
• Knowledge: Articles and categories that have been unpublished or re-categorized in your community knowledge base may still appear in the UI while the device is offline. At this time, articles and categories are not removed from the cache.
• Knowledge: Search accuracy is limited to matching terms found within article titles and article summaries while offline. Online search makes use of the remote server's ability to view the entirety of the knowledge base for obtaining search results.
• Case Management: If the "Edit Read Only Fields" permission is turned on in your org, a community user can see (and seemingly edit) read only fields when creating a case. Workaround: Turn off the "Edit Read Only Fields" permission so that read only fields are not shown when creating a case. See this Knowledge article for more information.

January 2022 Patch Release 3

Release Notes: Embedded Service SDK for Android

This release (SDK version 224.2.2) includes the following components:

• Chat version 4.3.2
• Knowledge version 4.3.6
• Case Management version 4.2.7
• ServiceCore version 8.0.5

To install the SDK, follow these installation instructions. For additional info about the SDK, check out the Service SDK Developer Center. Refer to the version release history to learn about past versions of the SDK.

Running into an issue? Create a case.

Fixes

• Fixed a crash where a malformed URL could be extracted from a message body and used to generate a hyperlink preview chat bubble.
• Fixed a bug where the hyperlink preview feature had to be enabled in order to use the custom URL app link feature. These two features can now be used independently of one another.

Known Issues

• Chat: If you set defaultToMinimized to false then when a user gets transferred to another agent, the chat feed becomes hidden behind the chat queue and you can't speak with the agent. Workaround: Set defaultToMinimized to true, which is also the default value for this setting: chatUIConfigurationBuilder.defaultToMinimized(true)
• Chat: If you use an incorrect button ID in your chat configuration, the chat will fail and your SessionStateListener will report a ChatEndReason of NetworkError. Workaround: If you receive a NetworkError, verify that the button ID is correct.
• Chat: Case creation using the ChatEntity class does not work for Omni-Channel routing without a setup change to your org. Workaround: Raise a ticket with Salesforce.com to ensure that Omni-Channel is enabled to create a Case in your org. Note that Contact creation works fine with Omni-Channel, and Live Agent routing works correctly for both Cases and Contacts.
• Case Management: Case SDK Activity instances that are restarted by the OS may not display any content until the SDK is re-initialized within the app. Workaround: Create a CaseUIClient during Application.onCreate() to avoid this problem.
• Knowledge: The order in which articles and categories are displayed on Knowledge UI may differ while the device is offline compared to when it is online.
• Knowledge: Articles and categories that have been unpublished or re-categorized in your community knowledge base may still appear in the UI while the device is offline. At this time, articles and categories are not removed from the cache.
• Knowledge: Search accuracy is limited to matching terms found within article titles and article summaries while offline. Online search makes use of the remote server's ability to view the entirety of the knowledge base for obtaining search results.
• Case Management: If the "Edit Read Only Fields" permission is turned on in your org, a community user can see (and seemingly edit) read only fields when creating a case. Workaround: Turn off the "Edit Read Only Fields" permission so that read only fields are not shown when creating a case. See this Knowledge article for more information.

January 2022 Patch Release 2

Release Notes: Embedded Service SDK for Android

This release (SDK version 224.2.1) includes the following components:

• Chat version 4.3.1
• Knowledge version 4.3.6
• Case Management version 4.2.7
• ServiceCore version 8.0.5

To install the SDK, follow these installation instructions. For additional info about the SDK, check out the Service SDK Developer Center. Refer to the version release history to learn about past versions of the SDK.

Running into an issue? Create a case.

Fixes

• Fixed a bug where the order wasn't persisted in AppEventList, which led to issues with app link expressions.

Known Issues

• Chat: If you set defaultToMinimized to false then when a user gets transferred to another agent, the chat feed becomes hidden behind the chat queue and you can't speak with the agent. Workaround: Set defaultToMinimized to true, which is also the default value for this setting: chatUIConfigurationBuilder.defaultToMinimized(true)
• Chat: If you use an incorrect button ID in your chat configuration, the chat will fail and your SessionStateListener will report a ChatEndReason of NetworkError. Workaround: If you receive a NetworkError, verify that the button ID is correct.
• Chat: Case creation using the ChatEntity class does not work for Omni-Channel routing without a setup change to your org. Workaround: Raise a ticket with Salesforce.com to ensure that Omni-Channel is enabled to create a Case in your org. Note that Contact creation works fine with Omni-Channel, and Live Agent routing works correctly for both Cases and Contacts.
• Case Management: Case SDK Activity instances that are restarted by the OS may not display any content until the SDK is re-initialized within the app. Workaround: Create a CaseUIClient during Application.onCreate() to avoid this problem.
• Knowledge: The order in which articles and categories are displayed on Knowledge UI may differ while the device is offline compared to when it is online.
• Knowledge: Articles and categories that have been unpublished or re-categorized in your community knowledge base may still appear in the UI while the device is offline. At this time, articles and categories are not removed from the cache.
• Knowledge: Search accuracy is limited to matching terms found within article titles and article summaries while offline. Online search makes use of the remote server's ability to view the entirety of the knowledge base for obtaining search results.
• Case Management: If the "Edit Read Only Fields" permission is turned on in your org, a community user can see (and seemingly edit) read only fields when creating a case. Workaround: Turn off the "Edit Read Only Fields" permission so that read only fields are not shown when creating a case. See this Knowledge article for more information.

January 2022 Release

Release Notes: Embedded Service SDK for Android

This release (SDK version 224.2.0) includes the following components:

• Chat version 4.3.0
• Knowledge version 4.3.6
• Case Management version 4.2.7
• ServiceCore version 8.0.5

To install the SDK, follow these installation instructions. For additional info about the SDK, check out the Service SDK Developer Center. Refer to the version release history to learn about past versions of the SDK.

Running into an issue? Create a case.

New Features

• Have your agents pass along custom URLs to perform specific actions in your mobile app. To learn more, see Handle Custom URLs in Chat.

Known Issues

• Chat: If you set defaultToMinimized to false then when a user gets transferred to another agent, the chat feed becomes hidden behind the chat queue and you can't speak with the agent. Workaround: Set defaultToMinimized to true, which is also the default value for this setting: chatUIConfigurationBuilder.defaultToMinimized(true)
• Chat: If you use an incorrect button ID in your chat configuration, the chat will fail and your SessionStateListener will report a ChatEndReason of NetworkError. Workaround: If you receive a NetworkError, verify that the button ID is correct.
• Chat: Case creation using the ChatEntity class does not work for Omni-Channel routing without a setup change to your org. Workaround: Raise a ticket with Salesforce.com to ensure that Omni-Channel is enabled to create a Case in your org. Note that Contact creation works fine with Omni-Channel, and Live Agent routing works correctly for both Cases and Contacts.
• Case Management: Case SDK Activity instances that are restarted by the OS may not display any content until the SDK is re-initialized within the app. Workaround: Create a CaseUIClient during Application.onCreate() to avoid this problem.
• Knowledge: The order in which articles and categories are displayed on Knowledge UI may differ while the device is offline compared to when it is online.
• Knowledge: Articles and categories that have been unpublished or re-categorized in your community knowledge base may still appear in the UI while the device is offline. At this time, articles and categories are not removed from the cache.
• Knowledge: Search accuracy is limited to matching terms found within article titles and article summaries while offline. Online search makes use of the remote server's ability to view the entirety of the knowledge base for obtaining search results.
• Case Management: If the "Edit Read Only Fields" permission is turned on in your org, a community user can see (and seemingly edit) read only fields when creating a case. Workaround: Turn off the "Edit Read Only Fields" permission so that read only fields are not shown when creating a case. See this Knowledge article for more information.

November 2021 Release

Release Notes: Embedded Service SDK for Android

This release (SDK version 224.1.2) includes the following components:

• Chat version 4.2.2
• Knowledge version 4.3.6
• Case Management version 4.2.7
• ServiceCore version 8.0.4

To install the SDK, follow these installation instructions. For additional info about the SDK, check out the Service SDK Developer Center. Refer to the version release history to learn about past versions of the SDK.

Running into an issue? Create a case.

Fixes

• Allows customers to upgrade their targetVersion to API 31 (Android 12). Without these changes, customers would get build issues or crashes on Android 12 if their app targeted API 31 (Android 12).

Known Issues

• Chat: If you set defaultToMinimized to false then when a user gets transferred to another agent, the chat feed becomes hidden behind the chat queue and you can't speak with the agent. Workaround: Set defaultToMinimized to true, which is also the default value for this setting: chatUIConfigurationBuilder.defaultToMinimized(true)
• Chat: If you use an incorrect button ID in your chat configuration, the chat will fail and your SessionStateListener will report a ChatEndReason of NetworkError. Workaround: If you receive a NetworkError, verify that the button ID is correct.
• Chat: Case creation using the ChatEntity class does not work for Omni-Channel routing without a setup change to your org. Workaround: Raise a ticket with Salesforce.com to ensure that Omni-Channel is enabled to create a Case in your org. Note that Contact creation works fine with Omni-Channel, and Live Agent routing works correctly for both Cases and Contacts.
• Case Management: Case SDK Activity instances that are restarted by the OS may not display any content until the SDK is re-initialized within the app. Workaround: Create a CaseUIClient during Application.onCreate() to avoid this problem.
• Knowledge: The order in which articles and categories are displayed on Knowledge UI may differ while the device is offline compared to when it is online.
• Knowledge: Articles and categories that have been unpublished or re-categorized in your community knowledge base may still appear in the UI while the device is offline. At this time, articles and categories are not removed from the cache.
• Knowledge: Search accuracy is limited to matching terms found within article titles and article summaries while offline. Online search makes use of the remote server's ability to view the entirety of the knowledge base for obtaining search results.
• Case Management: If the "Edit Read Only Fields" permission is turned on in your org, a community user can see (and seemingly edit) read only fields when creating a case. Workaround: Turn off the "Edit Read Only Fields" permission so that read only fields are not shown when creating a case. See this Knowledge article for more information.

September 2021 Release

Release Notes: Embedded Service SDK for Android

This release (SDK version 224.1.1) includes the following components:

• Chat version 4.2.1
• Knowledge version 4.3.5
• Case Management version 4.2.6
• ServiceCore version 8.0.3

To install the SDK, follow these installation instructions. For additional info about the SDK, check out the Service SDK Developer Center. Refer to the version release history to learn about past versions of the SDK.

Running into an issue? Create a case.

Changes

• This SDK no longer includes the SOS component. In order to use SOS, install version 224.1.0 or earlier of the Android SDK.
• Since JCenter is currently a read-only repository, you should remove this dependency from your project and use google() and mavenCentral() instead.

Known Issues

• Chat: If you set defaultToMinimized to false then when a user gets transferred to another agent, the chat feed becomes hidden behind the chat queue and you can't speak with the agent. Workaround: Set defaultToMinimized to true, which is also the default value for this setting: chatUIConfigurationBuilder.defaultToMinimized(true)
• Chat: If you use an incorrect button ID in your chat configuration, the chat will fail and your SessionStateListener will report a ChatEndReason of NetworkError. Workaround: If you receive a NetworkError, verify that the button ID is correct.
• Chat: Case creation using the ChatEntity class does not work for Omni-Channel routing without a setup change to your org. Workaround: Raise a ticket with Salesforce.com to ensure that Omni-Channel is enabled to create a Case in your org. Note that Contact creation works fine with Omni-Channel, and Live Agent routing works correctly for both Cases and Contacts.
• Case Management: Case SDK Activity instances that are restarted by the OS may not display any content until the SDK is re-initialized within the app. Workaround: Create a CaseUIClient during Application.onCreate() to avoid this problem.
• Knowledge: The order in which articles and categories are displayed on Knowledge UI may differ while the device is offline compared to when it is online.
• Knowledge: Articles and categories that have been unpublished or re-categorized in your community knowledge base may still appear in the UI while the device is offline. At this time, articles and categories are not removed from the cache.
• Knowledge: Search accuracy is limited to matching terms found within article titles and article summaries while offline. Online search makes use of the remote server's ability to view the entirety of the knowledge base for obtaining search results.
• Case Management: If the "Edit Read Only Fields" permission is turned on in your org, a community user can see (and seemingly edit) read only fields when creating a case. Workaround: Turn off the "Edit Read Only Fields" permission so that read only fields are not shown when creating a case. See this Knowledge article for more information.