Outage in CM.com
Bot Router - Conversations triggered repeatedly
Resolved MinorIncident Report
Summary AI Generated
**CM.com experienced a 4.2-hour incident where conversations in the Scripted Chatbot were triggered multiple times instead of once.** The root cause was a WhatsApp issue that generated large volumes of bulk message retries, leading to downstream delays in the conversational router, duplicate messages, and previously archived Service Cloud conversations being incorrectly reopened. The issue gradually subsided and was fully resolved after a monitoring period.
We are currently investigating an issue where conversations are triggered multiple times where this should be only one time.
Components affected
CM.com Scripted ChatbotTrusted by 1,000+ teams
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Latest Updates ( sorted recent to last )
RESOLVED
2 days ago - at 06/18/2026 09:05AM
This incident has been resolved.
MONITORING
2 days ago - at 06/18/2026 07:55AM
An issue with WhatsApp yesterday resulted in large volumes of bulk retries which may have lead to the following behaviours in the hours that followed:
Downstream delays in the conversational router, bots and service cloud.
Duplicate messages sent / received
Re-opening of conversations in service cloud that seemed done and where archived
This has gradually decreased and continues to die down towards zero.
We'll monitor for another hour before we close this incident report.
INVESTIGATING
3 days ago - at 06/18/2026 04:57AM
We are currently investigating an issue where conversations are triggered multiple times where this should be only one time.
Latest CM.com outages
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