Outage in Twilio
Live Chat Support Failing for Customers
Resolved MinorIncident Report
Summary AI Generated
Twilio's Customer Support Center experienced a 5.3-hour incident where customers attempting to engage with live chat support faced failures, specifically when chats were transferred between agents. Engineers identified the root cause tied to chat transfer functionality and deployed a fix. The issue was fully resolved with live chat support returning to normal operation.
We are investigating an issue affecting live chat support where Customers trying to engage with Twilio support via live Chat could fail. We expect to provide another update in 1 hour or as soon as more information becomes available.
Components affected
Twilio Customer Support CenterTrusted by 1,000+ teams
The Status Page Aggregator with Early Outage Detection
Stop finding out about outages from your users. Monitor 6,320+ cloud services and get alerted the second something breaks.
Latest Updates ( sorted recent to last )
RESOLVED
about 9 hours ago - at 09/02/2026 05:07AM
Issues affecting transferred support chats have been resolved and Live Chat support is operating normally at this time.
MONITORING
about 9 hours ago - at 09/02/2026 04:35AM
Live Chat support is now operating normally. We will continue to monitor for system stability. We'll provide another update in 30 minutes or as soon as more information becomes available.
IDENTIFIED
about 11 hours ago - at 09/02/2026 02:31AM
Our engineers have identified the issue causing failures for customers attempting to engage with Twilio support via Live Chat when their chat is transferred, and are still working to deploy a fix. We expect to provide another update in 2 hours or as soon as more information becomes available.
IDENTIFIED
about 12 hours ago - at 09/02/2026 01:31AM
Our engineers have identified the issue causing failures for customers attempting to engage with Twilio support via Live Chat when their chat is transferred, and are working to deploy a fix. We expect to provide another update in 1 hour or as soon as more information becomes available.
INVESTIGATING
about 13 hours ago - at 09/02/2026 12:43AM
We are still investigating an issue affecting live chat support where Customers trying to engage with Twilio support via live Chat could fail. We expect to provide another update in 2 hours or as soon as more information becomes available.
INVESTIGATING
about 14 hours ago - at 09/01/2026 11:48PM
We are investigating an issue affecting live chat support where Customers trying to engage with Twilio support via live Chat could fail. We expect to provide another update in 1 hour or as soon as more information becomes available.
Latest Twilio outages
SMS Delivery Receipt Delays from a Subset of Twilio Long Codes to H3G United Kingdom - about 2 hours ago
SMS Delivery Delays from a Subset of Twilio Short Codes to Multiple Networks in United States - about 3 hours ago
SMS Delivery Delays from Twilio to Multiple Networks in Spain - about 3 hours ago
SMS Delivery Delays from a Subset of Twilio Short Codes to Multiple Networks in Brazil - about 4 hours ago
User Authentication Identity SNA Missing Redirects for Three in United Kingdom - about 5 hours ago
The Status Page Aggregator with Early Outage Detection
With IsDown, you can monitor all your critical services' official status pages from one centralized dashboard and receive instant alerts the moment an outage is detected. Say goodbye to constantly checking multiple sites for updates and stay ahead of outages with IsDown.
Start free trialNo credit card required · Cancel anytime · 6320 services available
Integrations with
