Ada Outage History

Ada experienced a handoff failure incident affecting the Zendesk Integration, where a subset of users were unable to complete handoffs. The issue was later identified to have limited scope with most clients unaffected. The incident was resolved after 1.3 hours with a fix implemented and monitored.

Ada experienced a delay in the conversation view where new conversations took 5-10 minutes to appear in the dashboard instead of loading immediately. The issue affected the dashboard component and lasted 1.7 hours before being resolved. A fix was implemented and monitored until the incident was fully resolved.

Ada's chat services experienced a major outage where chat widgets failed to load for customers interacting with Ada bots, specifically affecting AI Agents on the US2 cluster. The issue was identified and resolved with a fix implementation after 1.9 hours of downtime.

Ada's AI Agent service experienced elevated error rates over 18.9 hours, causing a small subset of requests to timeout and resulting in increased handoffs to live agents. The issue affected the Zendesk Integration component. The engineering team identified the root cause and applied a fix, bringing error rates back to normal and reducing emergency handoffs to zero before fully resolving the incident.

Ada's AI agents experienced message processing errors for 51 minutes, preventing them from responding to user messages. Users on the web channel encountered "Failed to send message. Tap to retry." error messages when attempting to communicate with the chat client. The issue was identified, fixed, and resolved after monitoring confirmed the solution was effective.

Ada's Voice service experienced issues where internal bot process references were intermittently being voiced to users during conversations with Voice bots. The problem affected a small number of clients and conversations over a 2.1-hour period. The engineering team identified and implemented a fix, then moved to individual client communication for the limited remaining cases.

Ada experienced an increase in emergency voice handoffs that affected a subset of customers for 36 minutes. The issue was identified and a fix was deployed, with monitoring confirming the situation was recovering. The incident was fully resolved after the fix implementation.

Ada's language detection system experienced degraded performance for 1.9 hours, specifically affecting language switching functionality and non-English responses in the Chat Client. The engineering team identified the root cause and resolved the issue, with ongoing improvements being implemented as part of their regular engineering work.

Ada experienced elevated handoff rates across all clusters for 29 minutes, affecting the normal flow of conversations between automated chat and human agents. The team identified the root cause and deployed a fix, with monitoring confirming full resolution of the issue.

Ada's Zendesk integration experienced issues that prevented chat transcripts from being properly transmitted for customers using the Zendesk messaging integration. The problem affected some customers for approximately 4 hours before the team identified and resolved the underlying issue. Systems recovered and transcript processing returned to normal operation.