Chili Piper Outage History

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.

Chili Piper experienced major connectivity issues with Salesforce CRM that caused integrations to show "In Trouble" status and disrupted CRM functionality including contact/account routing, email lookups, and rules logic. The incident lasted 1.2 hours and was resolved through a deployed fix and retroactive updates to reestablish connections for all affected accounts, with a retry mechanism automatically re-attempting any previously unsuccessful CRM actions.

Chili Piper experienced connectivity issues with Salesforce CRM for 2.9 hours, causing the app to display "In Trouble" status and disrupting CRM functionality including contact/account routing, email lookups, and rules logic. The root cause was identified as a recent change to credential retrieval deployed that morning, which caused authentication tokens to become invalid. The issue was resolved by implementing a retroactive update to restore valid tokens for all affected tenants, with retry systems working to recover CRM actions that failed during the outage window.

Chili Piper's Chat Inbox admin page failed to load for 51 minutes, preventing end-users from replying to customer chats while leaving the customer-facing chat interface unaffected. AI-based chats and pre-built chat journeys continued to function normally during the outage. The incident was resolved through internal action, with measures implemented to prevent this specific failure point from recurring.