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Getting error "This chat is empty and has no status value" after accepting the Messaging session.

Publiseringsdato: Jun 22, 2026
Beskrivelse

This error would happen with all messaging Channel Types, where we would expect to see the conversation history of the end-user however, we would see the above error. 
This typically occurs after a migration from Classic Messaging to Messaging for In-App and Web (Lightning Experience), or when required permissions and page layout configurations are missing.

Løsning

To resolve this issue, verify the following configuration items in order:

  1. Please ensure to provide all Messaging related permission like "Configure Messaging" and "Messaging Agent", and if the issue still persists.

  2. Please make sure that all the migration steps are followed as per the below article:

  3. All messaging session page layouts and compact layouts should be assigned to the agent profile who is handling messaging. Fields in this compact layout should be visible to Messaging users through field-level visibility through profiles or permission sets. 

  4. Ensure that "Status" field is added to the messaging session page layout.

 

Knowledge-artikkelnummer

000390210

 
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Salesforce Help | Article