Outage in Chili Piper
Routing Failures Due to Rule Processing Issues
Resolved MajorIncident Report
Summary AI Generated
Chili Piper experienced rule processing issues starting around 9:00 AM Eastern Time that caused routing failures across multiple products including Handoff, Concierge, and other services that depend on rule and team assets. The incident lasted 2.4 hours and was resolved when the engineering team rolled back a problematic service deployment. The root cause has been identified and a fix will be included in future deployments of the affected service.
As of approximately 9:00 AM Eastern Time, our team is investigating reports of issues with rule processing across products.
his is causing routing failures in Handoff, Concierge, and potentially other services that rely on rule and team assets. We are actively working to identify the root cause and will provide updates as more information becomes available.
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Latest Updates ( sorted recent to last )
RESOLVED
8 days ago - at 04/15/2026 04:18PM
This has now been resolved after our Engineering Team rolled back one of our services. Rules, Teams and routings are expected to be processed normally now across all products that rely on these assets.
We have also already identified what caused it, so any new deployments done for this service should include a fix.
INVESTIGATING
9 days ago - at 04/15/2026 01:56PM
As of approximately 9:00 AM Eastern Time, our team is investigating reports of issues with rule processing across products.
his is causing routing failures in Handoff, Concierge, and potentially other services that rely on rule and team assets. We are actively working to identify the root cause and will provide updates as more information becomes available.
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