Ada Outage History

We are currently investigating an issue affecting customers using the Salesforce live agent integration. Some users who are connected to a live agent may be unexpectedly disconnected mid-conversation Our engineering team has identified the root cause and is working on a fix. We will provide further updates as they become available.

Some customers are experiencing issues with our Voice services. This is affecting some chatters interacting with Ada Voice bots in the form of Emergency Handoffs. This is only affecting AI Agents on US and Maple clusters at this time. 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 investigating elevated errors in AI Agent reply generation that are causing a higher-than-normal rate of handoffs to live agents across all regions. Early indications point to an upstream dependency.

We are continuing to investigate this issue.

We are investigating elevated latency affecting the Ada dashboard in the US2 region. Customers may experience slow loading of Conversation View, conversation transcripts, conversation search, and analytics dashboards.

We are currently investigating reports of delays to conversations appearing in the conversation view. Users may not see conversations appearing immediately in the conversation view at this time. An update will be provided in the next 30 min.

We are investigating delayed delivery of AI Agent messages affecting some customers. End users may experience a long pause before receiving a reply, and in some cases may not receive a reply at all. Live agent handoffs are not affected and continue to work normally. Our engineering team is engaged and we will provide a further update within 30 minutes.

We are investigating reports of increased handoffs to live agents that take place during playbook execution.

We are currently investigating an issue where users cannot select availability rules variables in playbook (V1 + V2)

We are investigating reports of clients being unable to access their ai agent dashboards.

We're investigating reports of admins being unable to access pages of their Ada dashboard. Admins may occasionally see a 403 error when accessing their backend dashboards.

We've identified additional impact to this incident. Some end users may experience their chat sessions failing to load.

We are working on finding the cause of the issue.

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.

Some customers are experiencing issues with the Ada Dashboard. This is affecting Ada Dashboard users only in the form of pages being unable to load, especially the Testing and Conversation View Page.. Chatters interacting with your bot are unaffected. 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 currently investigating the issue.

We are currently investigating this issue.

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.