Performance Degradation Page Load Delays

The Salesforce Technology team has identified the cause of the issue impacting the performance of Einstein Bots, and completed remediation actions. Following a period of monitoring, the team confirms that services were restored to usual performance levels as of 00:45 UTC, May 17, 2024.

We’ll perform a full investigation of the incident, confirming the technical trigger, the underlying cause, and preventive action to avoid a recurrence. We apologize for how this incident may have impacted you and your business.

Upon further investigation, the Technology team has identified that USA602, USA620, and USA426 are also impacted.

The Technology team continues to explore multiple paths to mitigate and isolate the underlying cause of the issue.

We’ll provide an update in 60 minutes or sooner if additional information becomes available.

The rollback to the recent code changes was not successful. However, through this process, the Technology team has identified additional recent changes that may have caused this issue and they are currently investigating rolling back these changes.

We’ll provide an update in 60 minutes or sooner if additional information becomes available.

The rollback has been completed, and validation is underway to determine whether this has mitigated the impact. We are also assessing whether a fix-forward configuration change may be a viable solution if the rollback did not resolve the issue.

We’ll provide an update in 60 minutes or sooner if additional information becomes available.

Recent code changes that are thought to have triggered this issue have been rolled back. Teams are working to validate whether this has resolved the issue.

We’ll provide an update in 60 minutes or sooner if additional information becomes available.

The rolling restart has been completed, however, it did not have the desired effect on the Einstein Bot delays. We are continuing to investigate the trigger and determine an appropriate path to resolution.

We’ll provide an update in 60 minutes or sooner if additional information becomes available.

The Salesforce Technology team has identified a delay in messaging services as a potential trigger and is performing a rolling restart in an effort to remediate the impact.

We’ll provide an update in 60 minutes or sooner if additional information becomes available.

We continue to narrow down the trigger for this issue and determine the most appropriate path to resolution. Multiple teams have been engaged and an investigation is in progress.

Customers experience delays only when the bot is joining the conversations, no delays are observed after.

We’ll provide an update in 30 minutes or sooner if additional information becomes available.

We are continuing to narrow down the trigger for this issue and determine the most appropriate path to resolution. At this time, this issue appears to only impact newly configured or deployed bots.

We’ll provide an update in 30 minutes or sooner if additional information becomes available.

Customers continue to experience delays in engaging the bots. Our teams continue to investigate and determine an appropriate path to resolution.

We’ll provide an update in 30 minutes or sooner if additional information becomes available.

Our team continues to identify the trigger and determine an appropriate path to resolution. Multiple teams have been engaged and an investigation is in progress.

We’ll provide an update in 30 minutes or sooner if additional information becomes available.

At 15:53 UTC, on May 16, 2024, the Salesforce Technology team initiated an investigation into a performance degradation affecting Einstein bots. Customers on USA424, USA702, USA472, and USA708 are experiencing a six-minute delay for bots to respond. The team is actively pursuing multiple solutions to resolve the issue.

We’ll provide an update in 30 minutes or sooner if additional information becomes available.