Ada Outage History

We are currently investigating an issue affecting some of our platform's background processing. During this time, you may experience: - Delayed or missed bot replies on some conversations - Stale or delayed knowledge answers, where recently updated content may not yet be reflected - Delays in proactive messages and webhook deliveries Live chat is currently operating at or near normal levels, though some customers may notice intermittent slowness.

We're investigating reports of failed handoffs. A subset of users are unable to handoff. We'll provide updates to the incident every 30 minutes

We are continuing to investigate this issue

We are continuing to investigate this issue

We are currently investigating a reported delay in the conversation view for new conversations - currently we are seeing an average delay of 5-10 minutes for new conversations entering the dashboard

Some customers are experiencing issues with our chat services. This is affecting all chatters interacting with Ada bots in the form of the chat widget failing to load. We’re aware of the issue and our team is actively working on getting everything back to normal. We're sorry for the inconvenience this causes. We will continue to share status updates every 30 minutes.

We have determined this outage is only affecting AI Agents on the US Cluster - US2 and other clusters are functioning normally.

We are currently investigating elevated error rates affecting AI Agent responses. A small subset of requests are experiencing timeouts, which may result in increased handoffs to live agents. Our team is actively investigating the root cause and will provide updates as more information becomes available.

We are investigating reports of ai agents that are unable to respond to user messages. End user's on the web channel report the message "Failed to send message. Tap to retry."

Some customers are experiencing issues with our Voice services. This is affecting some chatters interacting with Ada Voice bots in the form of references to Ada bot processes being intermittently voiced to chatters. We’re aware of the issue and our team is actively working on getting everything back to normal. We're sorry for the inconvenience this causes. We will continue to share status updates every 30 minutes.

We are continuing to investigate this issue.

We are continuing to investigate this issue.

We are currently investigating this issue

We are continuing to investigate this issue.

We are currently investigating elevated handoff rates across all clusters. Our team is actively working to identify the root cause and restore normal behaviour. We will provide further updates as the investigation progresses.

Some customers are experiencing issues with Ada's Zendesk integration. This is affecting chat transcripts for Zendesk messaging integration. We’re aware of the issue and our team is actively working on getting everything back to normal. We're sorry for the inconvenience this causes.

We are investigating reports of delayed conversation views for bots in the US2 cluster. Bots using the format [bothandle].us2.ada.support may be affected.

We are currently investigating reports of some ai agent resulting in an error screen when trying to load the chat window. Reports indicate this is currently limited to us2 cluster ai agents. You can identify the cluster via the address used to log into the admin dashboard (eg. [bot-handle].[cluster].ada.support)

We are continuing to investigate this issue.

We are continuing to investigate this issue.

We are currently investigating reports of the admin dashboard failing to load for us cluster customers. Customers are reporting a 500 response when attempting to load a dashboard of an ai agent in the us cluster. Dashboard in other clusters (ie. the address includes a cluster after the handle ex. bot-handle.[cluster].ada.support) do not seem affected.

We are currently investigating reports of delays in the Conversations View. Some clients may notice delays in conversations and new messages appearing in their dashboard.

We're investigating reports of the CSAT survey being presented at unexpected times. Users may see a survey presented in followup conversations that are not tied to a conversation with a human or ai agent.

Issue: We are seeing an increase of handoffs across all clusters due to an upstream service provider. Who it affects: Conversations using the Unified Reasoner.

We are currently investigating this issue. If you have already connected to the Zendesk messaging, please don't disconnect and re-connect it right now as it would cause some issues.

We are continuing to investigate this issue.

We have investigating reports of a Passcontrol issue related to the "End Chat" button to end escalated agent conversations. User's pressing the "End Chat" button may still be connected to Zendesk Live Agents until the agent ends the live chat on the zendesk side. We are actively working to identify the cause and will provide updates as they become available.

Analytics are currently unavailable for all generative customers across all clusters due to an issue with an upstream provider. Our team is actively monitoring and working toward resolution.

We are continuing to investigate this issue.

We've applied a temporary mitigation, and clients should now be able to access analytics data. During this time, data freshness may be delayed by up to one hour. Investigation is ongoing.

We're investigating reports of the voice channel being unavailable in multiple of ai agents. Your customers may be unable to reach the ai agent via the phone channel.

We are continuing to investigate the issue. Impact has been identified to ai agents in the US cluster. If your ai agent is in a different cluster (eg. EU) the phone channel will not be affected.

We are continuing to investigate this issue.

We are currently investigating this issue.