Outage in Gladly
Investigating SMS Filtering Issue
Resolved Minor
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Outage Details
Gladly is investigating an SMS filtering issue with Twilio, our Telephony Partner.
We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes.
Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
Components affected
Gladly Channel - SMSLatest Updates ( sorted recent to last )
RESOLVED
2 days ago - at 06/05/2025 08:50PM
After actively monitoring system performance, we are happy to report that this issue is now resolved and Gladly is fully operational.
Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
MONITORING
2 days ago - at 06/05/2025 07:58PM
Twilio has deployed a fix, and we are observing recovery. We will continue to monitor the system and provide updates if necessary.
We'll send our final update on this issue once we conclude our monitoring and confirm the issue is resolved.
Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
IDENTIFIED
2 days ago - at 06/05/2025 07:01PM
We continue to work closely with Twilio on the intermittent SMS failures to the Verizon network. We will be in touch as soon as we have an update!
Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
IDENTIFIED
2 days ago - at 06/05/2025 05:51PM
We continue to work with our Telephony Partner on the outbound SMS filtering issues. We will update this page in 60 minutes or sooner with updates.
Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
IDENTIFIED
2 days ago - at 06/05/2025 05:07PM
Gladly has identified an issue with false positives on SMS filtering with Verizon Wireless numbers. Agents might see messages that should normally send instead fail. This is due to an incident with Twilio. You can read more on their status page here: https://status.twilio.com/incidents/8hh1zhb324h6
We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes.
Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
INVESTIGATING
2 days ago - at 06/05/2025 04:54PM
Gladly is investigating an SMS filtering issue with Twilio, our Telephony Partner.
We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes.
Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
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