Feature Disruption

The third-party vendor is continuing their investigation. In the meantime, we have been unable to locate any recent changes that may have resulted in this issue on our side. Any additionally identified impacted instances will be added to this Trust posting as we are made aware of them.

We’ll provide the next update upon significant information.

After reviewing our internal logs, we have determined that Salesforce is not receiving WhatsApp messages at this time. A subset of WhatsApp users are not receiving a specific error message when attempting to send WhatsApp messages to the Service Cloud service. We are continuing to engage the third-party vendor to assist in this investigation. Additional Salesforce teams are also involved in the investigation. We have identified that the impact is wider than initially thought, and we have added relevant instances to this Trust posting, and they will receive updates going forward.

We’ll provide an update upon significant updates after hearing back from the investigation by the third-party vendor.

Upon further investigation, the Salesforce Technology team has determined that the start time of impact is different than initially understood. We have now revised the start time of the Trust post to more accurately reflect the time customers may have begun to experience impact. We apologize for any confusion caused by this.

We are investigating a feature disruption impacting the WhatsApp integration to Service Cloud. WhatsApp channel messages are failing and are not reaching Service Cloud. We have identified that this issue appears to be related to a third-party vendor. We are reaching out to this vendor to investigate the issue. In parallel, we are performing internal investigations.

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