Outage in Ada
Some AI Agent conversations transferring to a human agent
Resolved MinorIncident Report
Summary AI Generated
A bug in Ada's AI Agent caused some playbook-based conversations to prematurely transfer to human agents before completing automated steps, reducing automated resolution rates. The incident lasted approximately 32 hours before engineers identified the root cause and deployed a fix. Overall conversation handling returned to normal levels during the rollout, with a permanent fix fully in place by resolution.
We've identified an issue affecting some AI Agent conversations that use playbooks. In affected conversations, the AI Agent may transfer the conversation to a human agent before completing the playbook's steps, which can reduce automated resolution. Our engineering team has identified the cause and is working on a fix. We'll post another update within the hour, or sooner if there's news.
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Latest Updates ( sorted recent to last )
RESOLVED
20 days ago - at 07/13/2026 07:56PM
The team was able to identify the root cause and a fix is in place.
MONITORING
21 days ago - at 07/12/2026 11:59AM
Overall AI Agent conversation handling is at normal levels while we prepare and roll out a permanent fix for the underlying issue. Some conversations that use certain playbook configurations may still be affected until it's fully deployed, if you're seeing this, please contact support and we'll help in the meantime.
MONITORING
21 days ago - at 07/12/2026 11:45AM
A fix has been implemented and we are monitoring the results.
INVESTIGATING
21 days ago - at 07/12/2026 11:45AM
We've identified an issue affecting some AI Agent conversations that use playbooks. In affected conversations, the AI Agent may transfer the conversation to a human agent before completing the playbook's steps, which can reduce automated resolution. Our engineering team has identified the cause and is working on a fix. We'll post another update within the hour, or sooner if there's news.
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