Outage in PureSocial

Outbound Message Delivery Failure Due to Unannounced Genesys Cloud Change in SAE1

Resolved Minor

December 10, 2025 - Started 3 months ago - Lasted about 7 hours
Official incident page

Incident Report

An unannounced change was identified in the SAE1 (Americas – São Paulo) region of Genesys Cloud, where a new attribute was added to outbound message events delivered through the Open Messaging webhook. This modification altered the expected payload structure and caused our platform to discard some events, resulting in processing errors limited exclusively to this region. The necessary adjustments have been implemented, and the service is now fully restored. No impact was observed in any other regions.

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Latest Updates ( sorted recent to last )

RESOLVED 3 months ago - at 12/10/2025 07:30PM

An unannounced change was identified in the SAE1 (Americas – São Paulo) region of Genesys Cloud, where a new attribute was added to outbound message events delivered through the Open Messaging webhook. This modification altered the expected payload structure and caused our platform to discard some events, resulting in processing errors limited exclusively to this region.

The necessary adjustments have been implemented, and the service is now fully restored. No impact was observed in any other regions.

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