---
schema_version: "1"
id: 27febb348ccb20fe057056f73069102a665fd48ffa42d9bf224fe5e8810a91eb
title: Proactive Service Limitations
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/proactive_service_limitations.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.proactive_service_limitations.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: ecab8c58e213e03fdd65a64ef179efdd5f7cd3f2d78c21df508bd1df1518fe21
description: Review the constraints and expected behaviors for proactive service campaigns and data processing.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Proactive Service Limitations

Review the constraints and expected behaviors for proactive service campaigns and data processing.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Salesforce Classic and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Available in Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires <a href="https://www.salesforce.com/agentforce/pricing/" target="_blank">additional add-on licenses</a>.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <a href="https://www.salesforce.com/agentforce/pricing/" target="_blank">LWR</a> and <a href="https://help.salesforce.com/s/articleView?id=experience.exp_cloud_basics_glossary.htm&amp;language=en_US&amp;type=5" target="_blank">Aura</a></td></tr></tbody></table>

When you plan and troubleshoot your proactive service scenarios, keep these platform constraints and data behaviors in mind. Understanding these details helps you set accurate expectations for your service agents and end users.

Data Processing and Syncing Limitations  
| Feature | Limitation |
| --- | --- |
| Detection Timing | The detection flow takes 5 to 10 minutes to run after an event occurs in Data Cloud. |
| Data Consistency | Data Cloud DMO synchronization happens asynchronously. This can cause temporary data inconsistency between the proactive dashboard and the member metrics. |
| Outreach Scheduling | The outreach flow is scheduled to run 2 hours after you launch the campaign. |
| Member Selection | The system removes members from the list if their contact IDs are not found in Salesforce Core. The campaign creates members only for valid Core contacts. |
| Empty Segments | If a Data Cloud query finds no members for a segment, the system marks the campaign as complete with zero impacted members. |

Technical and Feature Constraints  
| Feature | Limitation |
| --- | --- |
| Messaging Channels | Proactive service supports only Enhanced Chat v1. Enhanced Chat v2 and other messaging channels are not compatible. |
| Data Cloud DMOs | Proactive service only supports Data Cloud DMOs where the source of the DMO is a single Data Lake Object (DLO) and there is a single unique attribute used as the Primary Key. |
| Detection Flows | You can have only one detection flow per scenario. This is either a scheduled flow or a Data Cloud-triggered flow. |
| Personalization | Outreach emails do not support personalization beyond what the current marketing platform provides. |
| Translation | Proactive services do not currently support translation into multiple languages. |
| Campaign Lifecycle | Campaigns do not have an automated end date or completion status. |