Previous incidents

The voice latencies have recovered and our engineering team is continuing to actively monitor the systems. We believe the impact was limited to a very small fraction of the traffic and we will follow-up with more details on the root cause shortly. Thank you for your patience and understanding!

Impact window: ~7:56 PM – ~8:38 PM ET

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.