Outage in Gorgias

Voice and SMS Services Disruption

Major
October 20, 2025 - Started about 5 hours ago
Official incident page

Incident Report

We are currently experiencing disruptions to our phone services due to an ongoing outage at Twilio (https://status.twilio.com), our telephony provider. This issue is related to a broader AWS incident affecting multiple services. Impact: - Incoming and outgoing calls may fail or experience delays. - inbound/ outbound SMS may fail or experience delays.

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Latest Updates ( sorted recent to last )
MONITORING about 1 hour ago - at 10/20/2025 12:18PM

We are now seeing signs of recovery for inbound/outbound voice calls and SMS. Services are gradually returning to normal. We continue to monitor closely.

MONITORING about 2 hours ago - at 10/20/2025 11:06AM

AWS and Twilio report signs of recovery. On our side, we are seeing very slow signs of recovery for Inbound voice calls. However, outbound voice calls and SMS remain disrupted. We are monitoring the situation.

IDENTIFIED about 5 hours ago - at 10/20/2025 08:23AM

We are currently experiencing disruptions to our phone services due to an ongoing outage at Twilio (https://status.twilio.com), our telephony provider. This issue is related to a broader AWS incident affecting multiple services.

Impact:
- Incoming and outgoing calls may fail or experience delays.
- inbound/ outbound SMS may fail or experience delays.

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