Einstein Bots Performance Degradation

We remain engaged and continue to explore multiple paths to resolution. We don’t have an estimated time for the completion of all workstreams at this point; however, we will provide an update in 90 minutes or sooner if we have more information.

The Salesforce Technology team has identified a potential trigger for the issue and is working on implementing a fix to resolve it. We don’t have an estimated time for the completion of all workstreams at this point; however, we will provide an update in 60 minutes or sooner if we have more information.

At 01:05 UTC on August 31, 2023, the Salesforce Technology team noted a feature degradation impacting the Einstein Bots service across the EMEA region. A subset of customers might be redirected to agents or informed that no agents are available. Consequently, customers could experience significantly elevated chat volumes routed to their agents, or encounter unexpected disconnections from chat sessions. We are currently investigating the issue and exploring multiple paths to resolution.

We’ll provide an update in 30 minutes or sooner if additional information becomes available.