Outage in Twilio
Flex AI Copilot Failures Generating Notes
Resolved MinorIncident Report
Summary AI Generated
Twilio's Flex AI Copilot experienced failures where approximately 30% of wrap-up notes generation requests were failing, preventing some users from creating notes using the AI Summarization feature within the Agent Copilot UI. The issue affected the Flex Agent Desktop service for 3.8 hours before engineers identified the root cause and deployed a fix. The AI Summarization feature and Agent Copilot UI returned to normal operation and continued to be monitored for stability.
Our monitoring systems have detected a potential issue with Flex AI Copilot Failures. Our engineers have been alerted and are investigating. We will provide an update when we have more details.
Components affected
Twilio Flex Agent DesktopTrusted by 1000+ teams
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Latest Updates ( sorted recent to last )
RESOLVED
7 minutes ago - at 04/10/2026 06:36PM
The issue creating notes using the AI Summarization feature has been resolved and the Agent Copilot UI within Flex is operating normally at this time.
MONITORING
about 2 hours ago - at 04/10/2026 04:36PM
The Agent Copilot UI within Flex is now operating normally. We will continue to monitor for system stability. We'll provide another update in 2 hours or as soon as more information becomes available.
IDENTIFIED
about 3 hours ago - at 04/10/2026 04:02PM
Our engineers have identified the issue causing approximately 30% of wrap-up notes generation requests to fail in the Agent Copilot UI within Flex. This may prevent some users from creating notes using the AI Summarization feature. We are working to deploy a fix and expect to provide another update in 1 hour or as soon as more information becomes available.
INVESTIGATING
about 4 hours ago - at 04/10/2026 03:02PM
We are currently investigating an issue where approximately 30% of wrap-up notes generation requests are failing in the Agent Copilot UI within Flex. This may prevent some users from creating notes using the AI Summarization feature. Our engineering team is actively working to resolve the issue. We will provide an update in 1 hour or as soon as more information becomes available.
INVESTIGATING
about 4 hours ago - at 04/10/2026 02:54PM
Our monitoring systems have detected a potential issue with Flex AI Copilot Failures. Our engineers have been alerted and are investigating. We will provide an update when we have more details.
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