Previous incidents

This incident has been resolved. All systems are operating normally and we are continuing to closely monitor

This issue has been resolved. Error rates and latency have returned to normal, and all systems are operating as expected.

We have identified the root cause of this issue and deployed a fix. Systems have stabilized and we are not seeing further impact to the Admin Dashboard, chat widget, or voice call initiation. All systems are operating normally, and we are continuing to closely monitor.

This issue is resolved. Conversation search, filtering, listing, and alerting in the dashboard are now reflecting realtime data.

Live conversations were unaffected throughout, and no conversation data was lost. Records that appeared missing or delayed during the incident are now present.

We have deployed a change that serves these dashboard surfaces from a realtime data path, removing them from the delayed pipeline that caused this issue.

This has been resolved. We’ll continue to monitor and will provide a preliminary post-incident review upon request within 48hrs.

Thank you for your patience and understanding.

The issue affecting voice call restarts has been resolved.

We’ll continue to monitor and will provide a preliminary post-incident review upon request within 48hrs.

Thank you for your patience and understanding.

This has been resolved. We’ll continue to monitor and will provide a preliminary post-incident review upon request within 48hrs.

We have identified the root cause of this issue and a fix has been deployed. This issue is now resolved.

We’ll continue to monitor and will provide a preliminary post-incident review upon request within 48hrs.

Thank you for your patience and understanding.

This issue has been resolved.

We’ll continue to monitor and will provide a preliminary post-incident review upon request within 48hrs.

Thank you for your patience and understanding.

This has been resolved.

The issue affecting Duet scheduled runs has been resolved.

We’ll continue to monitor and will provide a preliminary post-incident review upon request within 48hrs.

Thank you for your patience and understanding.

The issue affecting the admin portal has been resolved.

Thank you for your patience and understanding.

Service recovery is underway, and performance has returned to normal across all channels. Our team will continue to monitor the system closely to ensure ongoing stability.

The issue affecting a subset of customers using Salesforce integrations has been resolved.

Service has returned to normal. We’ll continue to monitor performance and will reach out directly to any customers where we identified impact.

The issue has now been resolved and we have fully recovered

The issue affecting voice conversation latency has been resolved. Our team has identified the issue and has implemented mitigations. Conversation latency has returned to normal.

Impact Window: 3:17pm PT – 6:38pm PT

We will continue to monitor and will reach out to impacted teams with a  preliminary post-incident review within 48hrs. Thank you for your patience and understanding.

The issue affecting conversation processing has been resolved. Our team is continuing investigate the RCA.

The issue affecting conversation processing has been resolved.
Impact Window: 13:55 PST – 15:02 PST
We’ll continue to monitor and will provide a preliminary post-incident review upon request within 48hrs.

The issue affecting OTP email delivery has been resolved by our auth vendor and we are seeing full recovery across our customers. We’ll continue to monitor and will provide a preliminary post-incident review upon request within 48hrs.

We are responding to an elevated rate of tool errors. We've rolled back and have seen error rates return to normal, but are continuing to monitor to confirm recovery.

This issue has now been resolved and we have fully recovered.

This issue has now been resolved.
Impact Window: 12:35pm – 1:25pm ET

Cause: An outage with a feature flag provider caused temporary impact on some features, which included disabling Duet. We'll continue to monitor and will provide a preliminary post-incident review within 48hrs. We will follow up with customers who may have experienced any additional impact. Thank you for your patience and understanding.