[AI, Reporting and Data Services] Delays and errors in Voice, reporting and real-time services

All services are now operational.

We are continuing to monitor for any further issues.

We are continuing to monitor for any further issues.

We are seeing meaningful improvement in services and partners as AWS reports recovery, but we are yet to see total recovery amongst all our partners. Assist AI Voice remains falling back to human agents.

We are continuing to monitor as AWS reports recovery, but we are yet to see all partners' services recover. Assist AI Voice remains falling back to human agents.

We are continuing to monitor for improvements in upstream providers' services. Assist AI Voice remains falling back to human agents.

We are automatically falling back to human agents from Assist AI Voice, and are working with upstream providers to resolve this as soon as possible.

We are observing issues with multiple integration partners including Kustomer and Zendesk that are making handoff and connection between AI agents and ticketing systems unstable.

We are also seeing ongoing issues syncing QA data with the MaestroQA platform, due to errors with MaestroQA's API.

We are aware that our integrations with Kustomer are not working as expected at the moment due to issues connecting to Kustomer's API. This affects real-time data, reporting, and AI agent handoff. (AI agent handoff via Kustomer has been disabled.) See their status page for more details: https://status.kustomer.com/

Our upstream provider issues are beginning to resolve, and we're seeing reporting and real-time services slowly get back to normal. There may continue to be some delays and unexpected issues caused by third-party integrations, since some other products are also experiencing connectivity issues at the moment.

The issue with real-time and reporting services is due to upstream provider networking issues affecting much of the internet's infrastructure. We are awaiting a resolution from the provider.

Due to the earlier incident caused by upstream provider service outages, some reports have delayed data, and some customers are experiencing timeouts while trying to load report data. Real-time notifications may also be impacted. Our team is investigating the issue to identify a solution.