Outage in Salesforce
Agentforce ASA/SDR Feature degradation
Resolved Minor
May 20, 2026 - Started about 17 hours ago
- Lasted about 1 hour
Incident Report
Summary AI Generated
Salesforce experienced a feature degradation affecting Agentforce Service Agent (ASA) and Sales Development Representative (SDR) components, causing issues with launching new chats, chat interruptions, elevated escalations to live agents, and latency in starting conversations. The incident specifically impacted messaging session transfers with some customers experiencing 504 Upstream Request Timeout errors. Salesforce resolved the issue by performing a rolling restart of the affected instances, with initial validation showing positive results.
There’s a feature degradation impacting Agentforce, and we’re working to resolve it. We believe the issue only impacts Agentforce Service Agent (ASA) and Sales Development Representative (SDR). Customers using these features may experience issues launching new chats, interruptions to chats, elevated escalation to live agents, or latency in starting new conversations. Chat and Copilot are not impacted at this time.
We’re investigating the issue and we’ll provide an update in 30 minutes or sooner if additional information becomes available.
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Latest Updates ( sorted recent to last )
UPDATE
about 16 hours ago - at 05/20/2026 01:20PM
We have performed a rolling restart of the impacted instances and validation is in progress. Initial results are positive and we're monitoring performance to ensure there are no errors.
We'll provide an update in 30 minutes or sooner if additional information becomes available.
UPDATE
about 16 hours ago - at 05/20/2026 01:01PM
We're investigating an issue impacting Agentforce messaging session transfers where a subset of customers using Service Agent are observing failures resulting in 504 Upstream Request Timeout errors. We're investigating to establish further details on the potential scope of impact.
We'll provide an update in 30 minutes or sooner if additional information becomes available.
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