Ada Outage History

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Ada had 48 outages in the last 2 years totaling 103h 34m of downtime — averaging 2 incidents per month.

There were 48 Ada outages since June 19, 2025 totaling 103h 34m of downtime. Each is summarised below — incident details, duration, and resolution information.

Source: https://status.ada.support

Minor January 5, 2026

Delays in conversation updates

Detected by Pingoru
Jan 05, 2026, 09:01 PM UTC
Resolved
Jan 06, 2026, 01:25 AM UTC
Duration
4h 23m
Affected: Data & Analytics
Timeline · 3 updates
  1. investigating Jan 05, 2026, 09:01 PM UTC

    We’re investigating reports of delays in updating the conversations view. Users may see slower-than-normal updates in this view. Our engineers are working on it. Next update will be in an hour.

  2. identified Jan 05, 2026, 10:32 PM UTC

    The issue has been identified, and the team is working on implementing a fix.

  3. resolved Jan 06, 2026, 01:25 AM UTC

    This incident has been resolved.

Read the full incident report →

Minor December 10, 2025

Delay in knowledge article updates

Detected by Pingoru
Dec 10, 2025, 09:15 PM UTC
Resolved
Dec 11, 2025, 12:22 AM UTC
Duration
3h 7m
Affected: AI Agent
Timeline · 6 updates
  1. investigating Dec 10, 2025, 09:15 PM UTC

    We're investigating a delay in knowledge article updates. Customers may notice that updates to their knowledge articles are not picked up immediately by their ai agent. Articles referenced by ai agents may be out of date if they have been updated recently.

  2. investigating Dec 10, 2025, 10:08 PM UTC

    We are continuing to investigate this issue.

  3. investigating Dec 10, 2025, 10:59 PM UTC

    We are continuing to investigate the issue. We're seeing improvements in the delay and will continue to monitor

  4. investigating Dec 10, 2025, 11:43 PM UTC

    We are continuing to investigate the issue. We are continuing to monitor as the delay improves.

  5. investigating Dec 11, 2025, 12:15 AM UTC

    We are continuing to investigate and monitor the issue.

  6. resolved Dec 11, 2025, 12:22 AM UTC

    The issue with a delay in the knowledge articles updating has been resolved and regular update cadence has been re-instated. Our team will continue to monitor the fix. We’re sorry for the impact of this issue and appreciate your understanding.

Read the full incident report →

Minor December 10, 2025

Conversations update are delayed in conversation view

Detected by Pingoru
Dec 10, 2025, 05:19 AM UTC
Resolved
Dec 10, 2025, 06:05 AM UTC
Duration
45m
Affected: Dashboard
Timeline · 2 updates
  1. investigating Dec 10, 2025, 05:19 AM UTC

    Some customers may see delays in conversation view updates. We are investigating the issue now.

  2. resolved Dec 10, 2025, 06:05 AM UTC

    This incident has been resolved.

Read the full incident report →

Major December 9, 2025

Investigating issues with Playbooks

Detected by Pingoru
Dec 09, 2025, 12:20 AM UTC
Resolved
Dec 09, 2025, 01:33 AM UTC
Duration
1h 12m
Affected: AI Agent
Timeline · 4 updates
  1. investigating Dec 09, 2025, 12:20 AM UTC

    Some customers are experiencing issues with our Playbooks Feature. This is affecting chatters interacting with Ada bots by Playbooks failing to respond. 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.

  2. investigating Dec 09, 2025, 12:52 AM UTC

    We are continuing to investigate the issue. We have identified that Playbook step retrieval is failing for chatters.

  3. identified Dec 09, 2025, 01:09 AM UTC

    The Playbooks issue has been identified and we are working on a fix.

  4. resolved Dec 09, 2025, 01:33 AM UTC

    This incident has been resolved.

Read the full incident report →

Minor November 21, 2025

Aanlytics Data Refresh DelayDelayed Data Refresh in Reporting Dashboard

Detected by Pingoru
Nov 21, 2025, 09:26 AM UTC
Resolved
Nov 21, 2025, 10:27 AM UTC
Duration
1h
Affected: Data & Analytics
Timeline · 2 updates
  1. investigating Nov 21, 2025, 09:26 AM UTC

    We are currently observing delays in data refresh across reporting dashboards. Our team is actively investigating the issue to identify the cause of the degraded performance. We will provide updates as more information becomes available.

  2. resolved Nov 21, 2025, 10:27 AM UTC

    The incident has been resolved.

Read the full incident report →

Notice November 12, 2025

Investigating latency with Ada Chat services

Detected by Pingoru
Nov 12, 2025, 05:30 PM UTC
Resolved
Nov 13, 2025, 01:07 PM UTC
Duration
19h 37m
Affected: EmailSocial MessagingVoiceChat
Timeline · 4 updates
  1. investigating Nov 12, 2025, 05:30 PM UTC

    We’re investigating reports of delays in chat loading and message delivery. Some users may see slower-than-normal response times. Our engineers are working on it. Next update in 30 minutes.

  2. investigating Nov 12, 2025, 07:01 PM UTC

    We are continuing to investigate the issue.

  3. monitoring Nov 12, 2025, 08:00 PM UTC

    A fix has been implemented and we are monitoring the results.

  4. resolved Nov 13, 2025, 01:07 PM UTC

    This incident has been resolved.

Read the full incident report →

Minor October 29, 2025

Ada Voice services dashboard interruption

Detected by Pingoru
Oct 29, 2025, 05:49 PM UTC
Resolved
Oct 29, 2025, 11:46 PM UTC
Duration
5h 56m
Affected: DashboardVoice
Timeline · 4 updates
  1. identified Oct 29, 2025, 05:49 PM UTC

    Our voice services dashboard is currently experiencing an issue due to an upstream provider outage. Call recordings are not available in the dashboard. No data loss has been reported, and we expect the recordings to be available once back online.

  2. monitoring Oct 29, 2025, 06:18 PM UTC

    We are seeing recordings become available as our provider comes back online. We will continue to monitor

  3. identified Oct 29, 2025, 07:14 PM UTC

    Due to the same issue, some clients may observe temporarily missing data in their AR and Analytics dashboards. Our team is working on resolving and backfilling the data.

  4. resolved Oct 29, 2025, 11:46 PM UTC

    The issue is resolved and the upstream provider services have returned to normal. Some clients may observe temporarily missing data in their AR and Analytics dashboards. Our team is working on backfilling the relevant data and it will be available as soon as possible. There are no other impacts at this time.

Read the full incident report →

Critical October 24, 2025

Chat widget unavailable

Detected by Pingoru
Oct 24, 2025, 02:14 PM UTC
Resolved
Oct 24, 2025, 03:46 PM UTC
Duration
1h 31m
Affected: Chat
Timeline · 5 updates
  1. investigating Oct 24, 2025, 02:14 PM UTC

    We're currently investigating reports of the chat window being unavailable to end users. The reports note that a 403 error message is seen when the chat is unavailable. We'll continue to provide updates every 30 minutes.

  2. investigating Oct 24, 2025, 02:42 PM UTC

    We are continuing to investigate this issue.

  3. monitoring Oct 24, 2025, 03:11 PM UTC

    A fix has been implemented and we are currently monitoring the results

  4. monitoring Oct 24, 2025, 03:20 PM UTC

    We're seeing that functionality has returned and we'll continue to monitor chat performance.

  5. resolved Oct 24, 2025, 03:46 PM UTC

    This incident has been resolved.

Read the full incident report →

Minor October 24, 2025

Delay in bot response

Detected by Pingoru
Oct 24, 2025, 08:42 AM UTC
Resolved
Oct 24, 2025, 10:12 AM UTC
Duration
1h 30m
Affected: AI Agent
Timeline · 2 updates
  1. investigating Oct 24, 2025, 08:42 AM UTC

    We are currently observing latency in the response from the AI Agents in the EU cluster, and we are actively looking into the cause.

  2. resolved Oct 24, 2025, 10:12 AM UTC

    The issue has been resolved

Read the full incident report →

Minor October 21, 2025

Investigating issues with Analytics

Detected by Pingoru
Oct 21, 2025, 06:08 PM UTC
Resolved
Oct 21, 2025, 06:58 PM UTC
Duration
50m
Affected: Dashboard
Timeline · 3 updates
  1. investigating Oct 21, 2025, 06:08 PM UTC

    Some of our customers may have difficulty loading analytics and performance dashboards. They may not be rendering properly. We do not see any data loss and the issue is affecting the UI only at this time.

  2. monitoring Oct 21, 2025, 06:40 PM UTC

    A fix has been implemented and we are monitoring results. Data displayed in dashboards and reports may be partial or incomplete until the data backfill completes. We will provide a further update on when data is expected to be completely backfilled.

  3. resolved Oct 21, 2025, 06:58 PM UTC

    This incident is resolved. There were issues with one of our upstream providers which has been resolved. Analytics data backfill will take up to a day to process all the data it missed during the day of downtime.

Read the full incident report →

Major October 21, 2025

Voice Channel Configuration Missing Details

Detected by Pingoru
Oct 21, 2025, 12:22 PM UTC
Resolved
Oct 21, 2025, 06:01 PM UTC
Duration
5h 38m
Affected: Voice
Timeline · 7 updates
  1. investigating Oct 21, 2025, 12:22 PM UTC

    Following the AWS outage on October 20th, we have identified that certain AI Agent instances are missing voice channel configurations. Our team is currently investigating the root cause. In the meantime, we recommend reviewing the voice channel settings in your AI Agent instances to ensure proper connectivity. We will provide further updates as more information becomes available.

  2. monitoring Oct 21, 2025, 12:26 PM UTC

    Following the AWS outage on October 20th, we have identified that certain AI Agent instances are missing voice channel configurations. Our team is currently investigating the root cause. In the meantime, we recommend reviewing the voice channel settings in your AI Agent instances to ensure proper connectivity. We will provide further updates as more information becomes available.

  3. investigating Oct 21, 2025, 01:31 PM UTC

    We have identified that certain AI Agent instances are experiencing issues with the Voice channel. Our team is currently investigating the root cause. We will provide further updates as more information becomes available.

  4. investigating Oct 21, 2025, 01:58 PM UTC

    Our team is actively working on identifying the cause of the issue.

  5. identified Oct 21, 2025, 03:04 PM UTC

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

  6. monitoring Oct 21, 2025, 04:53 PM UTC

    A fix has been implemented and we are monitoring the results.

  7. resolved Oct 21, 2025, 06:01 PM UTC

    This incident has been resolved.

Read the full incident report →

Minor October 19, 2025

Partial Outages and increased latency Issues with Ada Chat have been identified

Detected by Pingoru
Oct 19, 2025, 01:56 AM UTC
Resolved
Oct 19, 2025, 08:35 AM UTC
Duration
6h 38m
Affected: AI AgentChat
Timeline · 2 updates
  1. identified Oct 19, 2025, 01:56 AM UTC

    We are experiencing degraded performance in chat services due to an upstream provider issue. Our team is monitoring and working with the vendor for resolution. Apologies for this inconvenience. We will continue to keep you up to date.

  2. resolved Oct 19, 2025, 08:35 AM UTC

    This incident has been resolved.

Read the full incident report →

Minor September 30, 2025

Agent messages containing links do not always reach end user.

Detected by Pingoru
Sep 30, 2025, 06:17 PM UTC
Resolved
Sep 30, 2025, 08:42 PM UTC
Duration
2h 24m
Affected: Agent Handoffs
Timeline · 6 updates
  1. investigating Sep 30, 2025, 06:17 PM UTC

    We are investigating reports of some agent messages containing links not always reaching chatters. Some instances see all links fail while others may only see some links not reach end users.

  2. investigating Sep 30, 2025, 06:56 PM UTC

    We are continuing to investigate this issue.

  3. investigating Sep 30, 2025, 07:54 PM UTC

    We are continuing to investigate this issue.

  4. identified Sep 30, 2025, 08:28 PM UTC

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

  5. monitoring Sep 30, 2025, 08:29 PM UTC

    A fix has been implemented and we are monitoring the results.

  6. resolved Sep 30, 2025, 08:42 PM UTC

    This incident has been resolved.

Read the full incident report →

Minor September 23, 2025

General latency in chat conversations

Detected by Pingoru
Sep 23, 2025, 04:04 PM UTC
Resolved
Sep 23, 2025, 04:58 PM UTC
Duration
54m
Affected: Social MessagingChat
Timeline · 4 updates
  1. investigating Sep 23, 2025, 04:04 PM UTC

    Issue: Chatters may experience latency in their interactions with Ada bots. This includes sending and receiving messages and ui elements such as the typing indicator. Who is affected: issue could affect all chatters.

  2. identified Sep 23, 2025, 04:15 PM UTC

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

  3. monitoring Sep 23, 2025, 04:25 PM UTC

    A fix has been implemented and we are monitoring the results.

  4. resolved Sep 23, 2025, 04:58 PM UTC

    This incident has been resolved.

Read the full incident report →

Minor September 19, 2025

Investigating issues with AI Agent Coaching Adherence

Detected by Pingoru
Sep 19, 2025, 04:52 PM UTC
Resolved
Sep 19, 2025, 05:07 PM UTC
Duration
14m
Affected: Chat
Timeline · 3 updates
  1. identified Sep 19, 2025, 04:52 PM UTC

    Some AI Agents are experiencing issues retrieving coaching. This is affecting some chatters interacting with Ada AI Agents. 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.

  2. monitoring Sep 19, 2025, 04:56 PM UTC

    A fix has been implemented and we are monitoring the results.

  3. resolved Sep 19, 2025, 05:07 PM UTC

    This incident has been resolved.

Read the full incident report →

Minor September 18, 2025

Live Agent message latency impacting some live agent handoffs

Detected by Pingoru
Sep 18, 2025, 02:38 PM UTC
Resolved
Sep 18, 2025, 05:07 PM UTC
Duration
2h 29m
Affected: Agent Handoffs
Timeline · 5 updates
  1. 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.

  2. 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.

  3. 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.

  4. monitoring Sep 18, 2025, 03:39 PM UTC

    Live agent message latency has returned to normal. We are continuing to monitor performance.

  5. resolved Sep 18, 2025, 05:07 PM UTC

    This incident has been resolved.

Read the full incident report →

Critical September 10, 2025

Voice channel outage

Detected by Pingoru
Sep 10, 2025, 04:57 PM UTC
Resolved
Sep 10, 2025, 05:42 PM UTC
Duration
45m
Affected: Voice
Timeline · 5 updates
  1. investigating Sep 10, 2025, 04:57 PM UTC

    We’re investigating reports of users of our voice channel being unable to reach an AI Agent. Voice users may have issues connecting to AI Agent . Our engineers are working on it.

  2. identified Sep 10, 2025, 04:58 PM UTC

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

  3. monitoring Sep 10, 2025, 05:12 PM UTC

    A fix has been implemented and we are monitoring the results.

  4. identified Sep 10, 2025, 05:17 PM UTC

    We are continuing to work on a fix for this issue.

  5. resolved Sep 10, 2025, 05:42 PM UTC

    This incident has been resolved.

Read the full incident report →

Minor July 28, 2025

Latency incident with generative and declarative

Detected by Pingoru
Jul 28, 2025, 02:54 PM UTC
Resolved
Jul 28, 2025, 03:40 PM UTC
Duration
45m
Affected: AI AgentScripted Bot
Timeline · 3 updates
  1. investigating Jul 28, 2025, 02:54 PM UTC

    We are currently investigating this issue.

  2. monitoring Jul 28, 2025, 03:07 PM UTC

    Team has identified the issue and has pushed a fix for the incident - we are now monitoring

  3. resolved Jul 28, 2025, 03:40 PM UTC

    This incident has been resolved.

Read the full incident report →

Critical July 4, 2025

Increased Latency in Chat Sessions

Detected by Pingoru
Jul 04, 2025, 07:02 PM UTC
Resolved
Jul 04, 2025, 08:26 PM UTC
Duration
1h 24m
Affected: EmailSocial MessagingAI AgentVoiceScripted BotChat
Timeline · 5 updates
  1. investigating Jul 04, 2025, 07:02 PM UTC

    Issue: We're seeing an increase in latency for chats in the us cluster. Chatters will notice a delay in sending and receiving messages. Who it affects: We've idenfitied that the issue affects AI agents found in our US cluster. You can determine if your AI agent is affected via the url address used to access the admin dashboard. Those following the format "https://[bot-handle].ada.support" will fall into this category.

  2. identified Jul 04, 2025, 07:30 PM UTC

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

  3. identified Jul 04, 2025, 07:54 PM UTC

    We are continuing to work on a fix for this issue.

  4. monitoring Jul 04, 2025, 07:57 PM UTC

    A fix has been implemented and we are monitoring the results.

  5. resolved Jul 04, 2025, 08:26 PM UTC

    This incident has been resolved.

Read the full incident report →

Minor June 19, 2025

Links shared by the AI agent are attempting to open within the chat frame, resulting in a ‘refused to connect’ error.

Detected by Pingoru
Jun 19, 2025, 01:39 PM UTC
Resolved
Jun 19, 2025, 02:01 PM UTC
Duration
22m
Affected: Chat
Timeline · 3 updates
  1. investigating Jun 19, 2025, 01:39 PM UTC

    We are currently investigating this issue.

  2. identified Jun 19, 2025, 01:40 PM UTC

    We have identified the root cause and are deploying a fix.

  3. resolved Jun 19, 2025, 02:01 PM UTC

    The issue has been resolved

Read the full incident report →