Ada incident

Live Agent message latency impacting some live agent handoffs

Ada experienced a minor incident on September 18, 2025 affecting Agent Handoffs, lasting 2h 29m. The incident has been resolved; the full update timeline is below.

Started: Sep 18, 2025, 02:38 PM UTC
Resolved: Sep 18, 2025, 05:07 PM UTC
Duration: 2h 29m
Detected by Pingoru: Sep 18, 2025, 02:38 PM UTC

Affected components

Agent Handoffs

Update timeline

investigating Sep 18, 2025, 02:38 PM UTC

We’re investigating reports of delays in sending live agent chat messages. Users may see slower-than-normal response times. Our engineers are working on it. Next update in 30 minutes.
investigating Sep 18, 2025, 02:54 PM UTC

We’ve identified the issue is due to a service disruption with one of our live chat partners. They have been notified.
identified Sep 18, 2025, 02:56 PM UTC

We’ve identified the issue is due to a service disruption with one of our live chat partners. They have been notified.
monitoring Sep 18, 2025, 03:39 PM UTC

Live agent message latency has returned to normal. We are continuing to monitor performance.
resolved Sep 18, 2025, 05:07 PM UTC

This incident has been resolved.