Outage in Salesforce

SERVICE CLOUD MESSAGING FEATURE DEGRADATION - WhatsApp Channel

Resolved Minor
May 30, 2024 - Started about 1 month ago - Lasted about 2 hours

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Outage Details

There’s a Service Cloud Messaging feature degradation impacting the WhatsApp Channel. During a feature degradation, some WhatsApp Channel features are unavailable or run at less than optimal performance. This may include the inability to send or receive messages, message delivery is delayed, or the inability to add a new channel address. We’re investigating the issue and an update will be provided in 30 minutes or sooner if we have more information. All remaining messaging channels are available and functioning as expected.
Components affected
Salesforce USA342 Salesforce NA231 Salesforce NA149 Salesforce NA224
Latest Updates ( sorted recent to last )
UPDATE about 1 month ago - at 05/30/2024 07:18PM

Our engineering team implemented rate limiting on impacted orgs, which yielded positive results. We are continuing to troubleshoot to identify the trigger of the incident and ensure it does not recur.

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

UPDATE about 1 month ago - at 05/30/2024 06:52PM

At 02:43 UTC on May 30, 2024, the Salesforce technology team noted a feature degradation where Service Cloud Voice and Messaging In-App Web (MIAW) Chat are impacted. Customers are experiencing failures with Salesforce Chat. A potential workaround is to reload the chat, which works for a subset of customers. Our team has restarted the instances and attempted to scale up capacity, but these measures have yet to succeed. Our engineers are working on increasing the rate limit in an effort to remediate the issue.

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

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