Incident History for Ada

The incident affecting Ada web chat message delivery in the US region has been resolved.

A change restored greetings and responses for affected US users, and engineering is monitoring to confirm full recovery.

Engineering continues working to restore service; some US users may still miss or see delayed greetings and AI Agent responses.

Some US region Ada web chat users may not see greetings or AI Agent responses, with messages delayed or missing; engineering is investigating.

The ticketing integration incident affecting APIs has been resolved.

The fix for the ticketing integration issue affecting APIs has been implemented and is now being monitored.

The issue with a ticketing integration affecting APIs has been identified and a fix is being implemented.

We are currently investigating issues with a ticketing integration affecting APIs.

The incident affecting Analytics AR for US1 cluster bots has been resolved.

A fix has been implemented for Analytics AR not populating on US1 cluster bots, and we are monitoring the results.

The issue affecting Analytics AR for US1 cluster bots has been identified and a fix is being implemented.

Analytics issue affecting Ada Dashboard users; AR statistic not populating for US1 cluster bots on MCP or dashboard view.

The incident with Ada Voice service on US and Maple Clusters has been resolved.

We are continuing to monitor for any further issues with Ada Voice service on US and Maple Clusters.

Monitoring upstream provider for changes after investigating Ada Voice issues on US and Maple clusters.

Customers are experiencing issues with Ada Voice services, affecting Emergency Handoffs on US and Maple clusters. Team is investigating.

The incident involving elevated handoffs to live agents has been resolved.

We are continuing to investigate elevated handoffs to live agents across all regions.

Investigating elevated errors in AI Agent reply generation causing higher-than-normal handoffs to live agents across all regions.

Incident resolved. Query performance in US2 has returned to normal baseline levels and all affected endpoints are responding at expected speeds.

Investigating elevated latency affecting the Ada dashboard in US2, causing slow loading of Conversation View, transcripts, search, and analytics.

The incident has been resolved and conversation view timing has returned to normal.

A fix has been implemented and conversations are beginning to appear normally, though delays may persist for up to 10 minutes.

We have identified the cause of delayed conversations in the conversations view and are reviewing solutions.

Investigating delays in conversations appearing in the conversation view; users may experience immediate visibility issues.

The incident regarding delayed AI Agent message delivery has been resolved.

A fix has been implemented and we are monitoring the results for delayed AI Agent message delivery.

We are continuing to work on a fix for the delayed AI Agent message delivery issue.

The issue has been identified and a fix is being implemented.

The incident has been resolved.

A fix has been implemented and we are monitoring the results for the increased handoff rate during Playbook execution.

The issue has been identified and a fix is being implemented.

Investigating reports of increased handoffs to live agents during playbook execution.