Outage in Medallia Concierge

Increased Message Failures and Delays Impacting some Services

Resolved Minor

October 20, 2025 - Started 4 months ago - Lasted about 13 hours
Official incident page

Incident Report

We are monitoring an outage with AWS impacting multiple third-party providers, including our phone carriers Twilio and Bandwidth, and our Support chat. Some customers may see failures or delays when sending or receiving messages through Medallia Concierge. We expect messaging services across third-parties to be fully restored soon, and will continue to provide updates as more information becomes available.

Components affected

Medallia Concierge Twilio SMS Medallia Concierge Twilio Shortcode Medallia Concierge Twilio MMS Medallia Concierge Twilio MMS Long Code, North America Medallia Concierge Twilio SMS Long Code, North America Medallia Concierge Intercom Web Messenger Medallia Concierge Twilio SMS Toll-Free, North America Medallia Concierge Twilio MMS Short Code, North America Medallia Concierge Twilio MMS Toll-Free Medallia Concierge Bandwidth SMS Medallia Concierge Bandwidth MMS Medallia Concierge Twilio TwiML (Zingle touchtone) Medallia Concierge Twilio Text-to-Speech

Latest Updates ( sorted recent to last )

RESOLVED 4 months ago - at 10/21/2025 03:56AM

Messaging services impacted by the AWS outage have recovered and are operating normally. This incident has been resolved.

MONITORING 4 months ago - at 10/20/2025 02:50PM

We are monitoring an outage with AWS impacting multiple third-party providers, including our phone carriers Twilio and Bandwidth, and our Support chat.

Some customers may see failures or delays when sending or receiving messages through Medallia Concierge.

We expect messaging services across third-parties to be fully restored soon, and will continue to provide updates as more information becomes available.

Latest Medallia Concierge outages

Support Chat is Unavailable - about 1 month ago

Analytics Message Volume Reports not Populating - about 1 month ago

OHIP Integration Service Outage - 2 months ago

Concierge Inbox Issues [app.zingle.me] - about 1 year ago

Inbound and Outbound Message Issues in app.zingle.me - about 1 year ago

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