Ada incident
Some AI Agent conversations transferring to a human agent
Ada experienced a notice incident on July 12, 2026 affecting AI Agent, lasting 1d 8h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jul 12, 2026, 11:45 AM UTC
We've identified an issue affecting some AI Agent conversations that use playbooks. In affected conversations, the AI Agent may transfer the conversation to a human agent before completing the playbook's steps, which can reduce automated resolution. Our engineering team has identified the cause and is working on a fix. We'll post another update within the hour, or sooner if there's news.
- monitoring Jul 12, 2026, 11:45 AM UTC
A fix has been implemented and we are monitoring the results.
- monitoring Jul 12, 2026, 11:59 AM UTC
Overall AI Agent conversation handling is at normal levels while we prepare and roll out a permanent fix for the underlying issue. Some conversations that use certain playbook configurations may still be affected until it's fully deployed, if you're seeing this, please contact support and we'll help in the meantime.
- resolved Jul 13, 2026, 07:56 PM UTC
The team was able to identify the root cause and a fix is in place.