October 2023 Patch Release

Release Notes: Embedded Service SDK for iOS

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 release (SDK version 246.0.1) includes the following components:

• Chat version 4.1.3
• ServiceCore version 4.2.9

To download 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.

Bug Fix

• Fixed an issue where bundle Id's were breaking app store upload in Cocoapods.

Known Issues

• Adding a plist value in your app for View controller-based status bar appearance and setting it to YES will have no effect in the SDK and in your app. If you set this value to NO, you can then set Status bar style and Status bar is initially hidden in the plist file to control the status bar in the app.
• Chat: When dragging a finger over UI elements while using VoiceOver, some elements in the chat feed are not read aloud.
• Chat: Case creation using the SCSPrechatEntity 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: 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.

October 2023 Patch Release

Release Notes: Embedded Service SDK for iOS

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 release (SDK version 246.0.0) includes the following components:

• Chat version 4.1.2
• ServiceCore version 4.2.8

Update as of the Winter ’23 release: The Knowledge component (3.5.8) and the Case Management component (2.2.8) of the Service SDK have been retired. To learn more, see Knowledge SDK Retirement and Cases SDK Retirement.

To download 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 Terms and Condition check box to the pre-chat form. You can activate this by setting AttributedString to termsAndCondition on the SCSChatConfiguration object.

Known Issues

• Adding a plist value in your app for View controller-based status bar appearance and setting it to YES will have no effect in the SDK and in your app. If you set this value to NO, you can then set Status bar style and Status bar is initially hidden in the plist file to control the status bar in the app.
• Chat: When dragging a finger over UI elements while using VoiceOver, some elements in the chat feed are not read aloud.
• Chat: Case creation using the SCSPrechatEntity 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: 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 iOS

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 release (SDK version 238.0.0) includes the following components:

• Chat version 4.1.1
• ServiceCore version 4.2.8

Update as of the Winter ’23 release: The Knowledge component (3.5.8) and the Case Management component (2.2.8) of the Service SDK have been retired. To learn more, see Knowledge SDK Retirement and Cases SDK Retirement.

To download 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 where the transfer UI was not visible for skills-based routing transfers.
• Fixed an issue when a transfer from a bot to another bot did not remove the transfer animation.

Known Issues

• Adding a plist value in your app for View controller-based status bar appearance and setting it to YES will have no effect in the SDK and in your app. If you set this value to NO, you can then set Status bar style and Status bar is initially hidden in the plist file to control the status bar in the app.
• Chat: When dragging a finger over UI elements while using VoiceOver, some elements in the chat feed are not read aloud.
• Chat: Case creation using the SCSPrechatEntity 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: 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 iOS

This release (SDK version 234.1.0) includes the following components:

• Chat version 4.1.0
• Knowledge version 3.5.8
• Case Management version 2.2.8
• ServiceCore version 4.2.8

To download 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

• Adding a plist value in your app for View controller-based status bar appearance and setting it to YES will have no effect in the SDK and in your app. If you set this value to NO, you can then set Status bar style and Status bar is initially hidden in the plist file to control the status bar in the app.
• Chat: When dragging a finger over UI elements while using VoiceOver, some elements in the chat feed are not read aloud.
• Chat: Case creation using the SCSPrechatEntity 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: 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 iOS

This release (SDK version 234.0.0) includes the following components:

• Chat version 4.0.8
• Knowledge version 3.5.7
• Case Management version 2.2.7
• ServiceCore version 4.2.7

To download 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 & Changes

• The Service SDK now works with Xcode on M1 devices. You can now use the Xcode simulator on M1 devices.
• This SDK no longer includes the SOS component. In order to use SOS, install version 224.0.3 or earlier of the iOS SDK.

Known Issues

• Adding a plist value in your app for View controller-based status bar appearance and setting it to YES will have no effect in the SDK and in your app. If you set this value to NO, you can then set Status bar style and Status bar is initially hidden in the plist file to control the status bar in the app.
• Chat: When dragging a finger over UI elements while using VoiceOver, some elements in the chat feed are not read aloud.
• Chat: Case creation using the SCSPrechatEntity 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: 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.

April 2021 Patch Release

Release Notes: Embedded Service SDK for iOS

This release (SDK version 224.0.3) includes the following components:

• Chat version 4.0.7
• Knowledge version 3.5.6
• Case Management version 2.2.6
• SOS version 3.11.6
• ServiceCore version 4.2.6

To download 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.

⚠️ When building an app with the Service SDK on an M1-based Mac, the Xcode iOS simulator doesn't currently work. Workaround: Either test your app on real iOS devices, or use an Intel-based Mac until we can provide an update.

Summary

This release requires Xcode 12 and uses a minimum version of iOS 12. This release also contains bug fixes.

Fixes

• Chat: Fixed an issue where the chatbot quick reply buttons were not respecting accessibility changes.
• Chat: Fixed an issue where the chatbot window menus were not aligned properly for long text strings.
• Chat: Fixed an issue where the chatbot was not handling no agents available during an agent transfer.
• Chat: Fixed an issue where the quick reply buttons were not displaying properly for long text strings.
• Chat: Changed the color of the agent typing animation dots to be more accessible.
• Chat: Fixed an accessibility issue where the required field value was not being read out loud.
• Chat: Fixed a windowing issue when the user tried to start a session while picture-in-picture is active.
• Chat: Updated the insets on the quick reply chat buttons.

Component Updates

• SOS: Updated to OpenTok release 2.18.1.

Known Issues

• When building an app with the Service SDK on an M1-based Mac, the Xcode iOS simulator doesn't currently work. Workaround: Either test your app on real iOS devices, or use an Intel-based Mac until we can provide an update.
• Adding a plist value in your app for View controller-based status bar appearance and setting it to YES will have no effect in the SDK and in your app. If you set this value to NO, you can then set Status bar style and Status bar is initially hidden in the plist file to control the status bar in the app.
• Chat: When dragging a finger over UI elements while using VoiceOver, some elements in the chat feed are not read aloud.
• Chat: Case creation using the SCSPrechatEntity 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: 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.
• SOS: If agent availability returns an SOSAgentAvailabilityError (3003), there was an error while calling the agent availability REST API. This could mean that your SOS credentials are incorrect. Verify that your credentials are correct. This error can also be due to a network failure or that the pod server URL has changed. Check your org setup to see if the pod URL has changed. If it has, update your app accordingly. In some of these situations, SOS can still function normally even when receiving this error, so we recommend that you allow a customer to attempt an SOS session even with this error.

September 2020 Major Release

Release Notes: Embedded Service SDK for iOS

⚠️ There is currently an issue building a project with the Service SDK when using Xcode 12.3. With version 12.3, the following error appears: Building for iOS Simulator, but the linked and embedded framework was built for iOS + iOS Simulator. To resolve this issue, you can either build using the XCFramework files for the SDK, or revert back to Xcode 12.2. When using the XCFramework files, you'll still need to run the supplied prepare-framework script to strip unneeded architectures from the library before submitting to the app store. The script can be found at this location: $SRCROOT/ServiceCore.xcframework/ios-arm64_armv7/ServiceCore.framework/prepare-framework.

This release (SDK version 224.0.2) includes the following components:

• Chat version 4.0.6
• Knowledge version 3.5.5
• Case Management version 2.2.5
• SOS version 3.11.5
• ServiceCore version 4.2.5

To download 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.

Summary

This patch release contains a bug fix related to the alignment of the chatbot menu.

To learn more about the most recent major release, refer to the March 2020 Major Release.

Fixes

• Chat: Fixed an issue where the alignment was incorrect for a chatbot menu with only one item.

Known Issues

• There is currently an issue building a project with the Service SDK when using Xcode 12.3. With version 12.3, the following error appears: Building for iOS Simulator, but the linked and embedded framework was built for iOS + iOS Simulator. To resolve this issue, you can either build using the XCFramework files for the SDK, or revert back to Xcode 12.2. When using the XCFramework files, you'll still need to run the supplied prepare-framework script to strip unneeded architectures from the library before submitting to the app store. The script can be found at this location: $SRCROOT/ServiceCore.xcframework/ios-arm64_armv7/ServiceCore.framework/prepare-framework.
• Adding a plist value in your app for View controller-based status bar appearance and setting it to YES will have no effect in the SDK and in your app. If you set this value to NO, you can then set Status bar style and Status bar is initially hidden in the plist file to control the status bar in the app.
• Chat: When dragging a finger over UI elements while using VoiceOver, some elements in the chat feed are not read aloud.
• Chat: Case creation using the SCSPrechatEntity 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: 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.
• SOS: If agent availability returns an SOSAgentAvailabilityError (3003), there was an error while calling the agent availability REST API. This could mean that your SOS credentials are incorrect. Verify that your credentials are correct. This error can also be due to a network failure or that the pod server URL has changed. Check your org setup to see if the pod URL has changed. If it has, update your app accordingly. In some of these situations, SOS can still function normally even when receiving this error, so we recommend that you allow a customer to attempt an SOS session even with this error.

August 2020 Patch Release

Release Notes: Embedded Service SDK for iOS

This release (SDK version 224.0.1) includes the following components:

• Chat version 4.0.5
• Knowledge version 3.5.5
• Case Management version 2.2.5
• SOS version 3.11.5
• ServiceCore version 4.2.5

To download 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.

Summary

This patch release contains bug fixes related to connectivity, authentication, and the chat UI.

To learn more about the most recent major release, refer to the March 2020 Major Release.

Fixes

• Fixed an issue with login and logout crashes related to authentication.
• Fixed a crash that occurred when tapping articles on a large display.
• Fixed a rare issue that could occur when multiple network requests are initiated simultaneously during app launch.
• Chat: Fixed an issue where the value from a chatbot menu was showing up as null in the transcript of the conversation.
• Chat: Fixed an issue where the "waiting for agent" label was not aligned properly on some devices.

Known Issues

• Adding a plist value in your app for View controller-based status bar appearance and setting it to YES will have no effect in the SDK and in your app. If you set this value to NO, you can then set Status bar style and Status bar is initially hidden in the plist file to control the status bar in the app.
• Chat: When dragging a finger over UI elements while using VoiceOver, some elements in the chat feed are not read aloud.
• Chat: Case creation using the SCSPrechatEntity 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: 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.
• SOS: If agent availability returns an SOSAgentAvailabilityError (3003), there was an error while calling the agent availability REST API. This could mean that your SOS credentials are incorrect. Verify that your credentials are correct. This error can also be due to a network failure or that the pod server URL has changed. Check your org setup to see if the pod URL has changed. If it has, update your app accordingly. In some of these situations, SOS can still function normally even when receiving this error, so we recommend that you allow a customer to attempt an SOS session even with this error.

March 2020 Major Release

Release Notes: Embedded Service SDK for iOS

This release (SDK version 224.0.0) includes the following components:

• Chat version 4.0.4
• Knowledge version 3.5.4
• Case Management version 2.2.4
• SOS version 3.11.4
• ServiceCore version 4.2.4

To download 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.

Summary

This release contains some minor bug fixes.

New Features

• Chat: When starting a chat session using SCServiceCloud.chatUI, we now force the session to run on the main UI thread. This change was added so that calls to this method from non-UI threads still correctly run on the main thread.

Fixes

• Fixed an issue where touches were not working correctly on iPad Pro 11" and 12.9".
• Chat: Fixed an issue where the file transfer had an incorrect accessibility label.
• Chat: Fixed a VoiceOver issue where the pre-chat form required fields were not reading out properly.

October 2019 Patch Release 2

Release Notes: Embedded Service SDK for iOS

This release (SDK version 222.0.3) includes the following components:

• Chat version 4.0.3
• Knowledge version 3.5.3
• Case Management version 2.2.3
• SOS version 3.11.3
• ServiceCore version 4.2.3

To download 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.

Summary

This patch supports SwiftUI projects and fixes a few other bugs.

To learn more about the most recent major release, refer to October 2019 Major Release.

Fixes

• Added iOS 13 code to support projects using SwiftUI or UISceneSession. This affected developers creating Swift projects using Xcode 11.
• Chat: Fixed an issue where the chatbot quick reply buttons were not showing properly if many buttons were present.
• Chat: Fixed an issue where the chat visitor details were not legible.
• Chat: Fixed an issue on iOS 12 where after a "no agents available" end condition, a second session could not be started.
• Chat: Removed unavailable initializer methods from the reference documentation for SCSPrechatPickerObject, SCSPrechatPickerOption, and SCSPrechatTextInputObject.
• Knowledge: Fixed an issue where the search window does not appear after a single article is accessed.
• Knowledge: Fixed an issue where the support home screen would not open after closing a minimized article.

Known Issues

• Adding a plist value in your app for View controller-based status bar appearance and setting it to YES will have no effect in the SDK and in your app. If you set this value to NO, you can then set Status bar style and Status bar is initially hidden in the plist file to control the status bar in the app.
• Chat: When dragging a finger over UI elements while using VoiceOver, some elements in the chat feed are not read aloud.
• Chat: Case creation using the SCSPrechatEntity 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: 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.
• SOS: If agent availability returns an SOSAgentAvailabilityError (3003), there was an error while calling the agent availability REST API. This could mean that your SOS credentials are incorrect. Verify that your credentials are correct. This error can also be due to a network failure or that the pod server URL has changed. Check your org setup to see if the pod URL has changed. If it has, update your app accordingly. In some of these situations, SOS can still function normally even when receiving this error, so we recommend that you allow a customer to attempt an SOS session even with this error.