Outage in Genesys Cloud

Inbound/Outbound Messaging - Facebook/WhatsApp

Resolved Minor
January 19, 2025 - Started about 1 month ago - Lasted about 3 hours
Official incident page

Need to monitor Genesys Cloud outages?
Stay on top of outages with IsDown. Monitor the official status pages of all your vendors, SaaS, and tools, including Genesys Cloud, and never miss an outage again.
Start Free Trial

Outage Details

Teams are engaged with the vendor to isolate a third-party incident impacting inbound and outbound messaging on Facebook and WhatsApp. Customers may see errors such as “Message not allowed - account has been locked." Customers may need to contact Meta as Genesys does not manage customer accounts. Next update 11:00 Eastern or sooner as information becomes available.
Components affected
Genesys Cloud EMEA (Dublin) Genesys Cloud EMEA (London) Genesys Cloud Americas (Canada) Genesys Cloud Asia Pacific (Tokyo) Genesys Cloud Asia Pacific (Seoul) Genesys Cloud Asia Pacific (Mumbai) Genesys Cloud Asia Pacific (Sydney) Genesys Cloud EMEA (Frankfurt) Genesys Cloud Americas (US East) Genesys Cloud Americas (US West)
Latest Updates ( sorted recent to last )
RESOLVED about 1 month ago - at 01/19/2025 06:42PM

The vendor has resolved the issue.
Incident resolved.

MONITORING about 1 month ago - at 01/19/2025 06:16PM

The vendor has isolated root cause and implemented mitigation steps to resolve. Customers should begin to see improvement.

IDENTIFIED about 1 month ago - at 01/19/2025 05:00PM

Genesys Cloud engineers remain engaged with the third-party vendor as the vendor continues to investigate root cause of the messaging issue within their platform. Next update 14:00 Eastern or sooner as information becomes available.

INVESTIGATING about 1 month ago - at 01/19/2025 03:57PM

Issue has been escalated with the vendor. Vendor continues to investigate with the help of Genesys Cloud engineers. Next update 12:00 Eastern or sooner as information becomes available.

INVESTIGATING about 1 month ago - at 01/19/2025 03:25PM

Teams are engaged with the vendor to isolate a third-party incident impacting inbound and outbound messaging on Facebook and WhatsApp. Customers may see errors such as “Message not allowed - account has been locked." Customers may need to contact Meta as Genesys does not manage customer accounts. Next update 11:00 Eastern or sooner as information becomes available.

Latest Genesys Cloud outages

Text to Speech Playback When Using Neural Voice - about 1 month ago
Elevated Error Rates - Americas (US-West) - about 1 month ago
Analytics and Reporting: Americas (US East): Reporting Delays - 2 months ago
Elevated Error Rates - America's (US-East) - 3 months ago
Elevated Error Rates US-East - 3 months ago

Be the first to know when Genesys Cloud and other third-party services go down

With IsDown, you can monitor all your critical services' official status pages from one centralized dashboard and receive instant alerts the moment an outage is detected. Say goodbye to constantly checking multiple sites for updates and stay ahead of outages with IsDown.

Start free trial

No credit card required · Cancel anytime · 3746 services available

Integrations with Slack Microsoft Teams Google Chat Datadog PagerDuty Zapier Discord Webhook