Intercom US Outage History

Intercom's Fin service experienced difficulties for 1.7 hours, causing disruptions to the AI assistant functionality. The team identified the root cause and implemented a fix within approximately 30 minutes of investigation. The service was restored and placed under monitoring to ensure stable recovery.

Intercom's Fin service experienced delayed response times for 34 minutes. The engineering team identified the root cause and implemented a fix. The incident was classified as minor and has been resolved.

A database issue in Intercom's US region prevented Fin AI Agent from generating responses across Messenger, Inbox, and Workflows, while Fin Voice was unable to escalate conversations to human agents and terminated calls with error messages. The incident lasted 3.8 hours, with partial mitigation implemented after about an hour that restored responses for new conversations, and full resolution achieved when all Fin services returned to normal operation. Affected conversations were automatically retried and reporting data may be incomplete for the incident duration.

Intercom US experienced email forwarding difficulties affecting the Inbox feature across all regions for 13.3 hours. A subset of customers encountered intermittent delays in email forwarding through the Intercom Inbox. The incident was classified as minor and the team actively investigated the issue.

Intercom US experienced errors and increased latency affecting the Inbox service for 1.2 hours. The team investigated the root cause of the performance issues impacting user access to Inbox functionality. The incident was classified as minor and has been resolved.

Intercom experienced a 2.7-hour incident where attachment uploads failed for customers using the Android SDK. The team identified the root cause and released Android SDK version 17.4.7 as a mitigation for customers able to upgrade. A solution for customers unable to upgrade was also being developed during the incident resolution.

Intercom US experienced issues with Workflows and Reports that access Conversation Attributes, preventing these features from loading properly. The impact was later narrowed down to specific Custom Reports. The team identified the root cause and implemented a fix after 1.2 hours of service disruption.

Intercom US experienced delays in conversation processing that prevented conversations from reaching inboxes and being processed by Fin AI for 1.1 hours. The issue affected users in the USA hosting region who experienced delayed message delivery and automated response processing. The service was restored and returned to normal operation with ongoing monitoring.

Intercom's Fin AI assistant experienced performance issues, escalating customer queries to human support teams more frequently than normal. The degraded performance affected automated customer service capabilities for 48 minutes. The team implemented a fix and monitored the system until full recovery was confirmed.

Intercom experienced a 20-minute outage affecting outbound email delivery for workspaces in the USA and Australia regions due to their email provider experiencing issues. All outbound emails were impacted, including administrative emails like sign-up verification and notifications. The service was restored and email backlogs were processed after the underlying provider issue was resolved.