Outage in Gorgias
AI Agent - Too many handovers
Resolved MajorIncident Report
Summary AI Generated
Gorgias experienced a major incident where AI Agent conversations were being handed over to human agents at an excessive rate due to a partial degradation of OpenAI's API. The issue affected the AI Agent's ability to handle customer conversations autonomously, forcing more handovers than normal. The incident was resolved after 3.7 hours once the underlying OpenAI API issues were addressed.
We are currently investigating this issue. It's most likely related to an outage on the OpenAI API, despite they haven't about it on their status page.
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Latest Updates ( sorted recent to last )
RESOLVED
6 days ago - at 05/27/2026 06:02PM
This incident has been resolved.
IDENTIFIED
7 days ago - at 05/27/2026 02:34PM
We've confirmed that some of the AI Agent's conversations are handed over due to a partial degradation of the OpenAI's API.
INVESTIGATING
7 days ago - at 05/27/2026 02:25PM
We are currently investigating this issue. It's most likely related to an outage on the OpenAI API, despite they haven't communicated about it yet.
INVESTIGATING
7 days ago - at 05/27/2026 02:20PM
We are currently investigating this issue. It's most likely related to an outage on the OpenAI API, despite they haven't about it on their status page.
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