Outage in Gladly
Gladly AI Issues Identified
Resolved MajorIncident Report
Summary AI Generated
Gladly AI experienced issues starting at 12:31 PM PT that caused elevated handoffs from AI to human agents during conversations. A fix was deployed at 12:52 PM PT and the service was fully restored after 1.9 hours of disruption. The incident was resolved with continued monitoring to ensure stable performance.
Starting 12:31 PM PT, we identified issues causing elevated handoffs for Gladly AI conversations. We are working on a fix and will update the Status Page with next steps as soon as possible.
Please contact Gladly Support should you have any questions.
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Latest Updates ( sorted recent to last )
RESOLVED
3 days ago - at 05/20/2026 09:27PM
After actively monitoring system performance, we are happy to report that this issue is now resolved and Gladly AI is fully operational.
We will distribute a thorough Root Cause Analysis (RCA) for this incident via email as soon as possible. The RCA will contain details on root cause, incident timeline, recovery steps, and remediation steps.
Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
MONITORING
3 days ago - at 05/20/2026 07:57PM
We deployed a fix for this issue at 12:52 PM PT, and have observed recovery. We will continue to monitor prior to resolving the Status Page.
Please contact Gladly Support should you have any questions.
IDENTIFIED
3 days ago - at 05/20/2026 07:53PM
Starting 12:31 PM PT, we identified issues causing elevated handoffs for Gladly AI conversations. We are working on a fix and will update the Status Page with next steps as soon as possible.
Please contact Gladly Support should you have any questions.
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