Assembled Outage History

Started Sep 08, 2026, 03:18 AM UTC· resolved Sep 08, 2026, 06:01 AM UTC

1. identified Sep 08, 2026, 03:18 AM UTC

   Our data processing infrastructure is running behind, causing inaccuracies on our metrics reporting pages. No data has been lost. We have identified the issue and are working on a fix.

2. monitoring Sep 08, 2026, 05:45 AM UTC

   A fix has been implemented, and our systems are recovering. We will continue to monitor until everything is back to normal.

3. resolved Sep 08, 2026, 06:01 AM UTC

   This incident has been resolved.

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Started Aug 31, 2026, 05:30 PM UTC· resolved Aug 31, 2026, 07:14 PM UTC

1. monitoring Aug 31, 2026, 05:30 PM UTC

   Assembled is experiencing degraded performance due to an ongoing outage affecting Snowflake (https://status.snowflake.com/), one of our upstream data providers. As a result, some customers may see elevated error rates or slow page loads across the Assembled app, including Reports and Queue Configuration, and any reporting APIs. We're monitoring Snowflake's recovery and will update here as the situation changes.

2. monitoring Aug 31, 2026, 05:41 PM UTC

   Snowflake mentioned that they have fixed a problematic change - https://status.snowflake.com/incidents/09f44bx0y6lj. As a result, we are no longer seeing any errors on the Assembled side. We will continue monitoring before providing a final update.

3. resolved Aug 31, 2026, 07:14 PM UTC

   This incident has been resolved.

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Started Aug 21, 2026, 01:54 AM UTC· resolved Aug 21, 2026, 04:53 AM UTC

1. monitoring Aug 21, 2026, 01:54 AM UTC

   Due to a Salesforce outage, all customers who have Salesforce contact platform no longer have valid authorizations on Assembled. We're actively monitoring this incident and in the process of identifying potential remediations.

2. monitoring Aug 21, 2026, 03:25 AM UTC

   The underlying issue has been resolved. A recent change to how Salesforce handles authentication was disconnecting the connection between Salesforce and Assembled, and that has now been addressed on our end. **Action from your team is required.** A Salesforce admin will need to reauthenticate the connection to restore syncing. In Assembled, go to Configure → Third-Party Integrations → Integrations, find Salesforce, disable the connection, then reconnect using an active admin account. Once reauthenticated, our team will help ensure your data syncs properly again. If your integration is already connected and syncing normally, no action is needed. We're also reaching out to affected customers directly with these steps.

3. resolved Aug 21, 2026, 04:53 AM UTC

   The underlying issue has been resolved. **Action from your team is required.** A Salesforce admin will need to reauthenticate the connection to restore syncing. In Assembled, go to Configure → Third-Party Integrations → Integrations, find Salesforce, disable the connection, then reconnect using an active admin account. Once reauthenticated, our team will help ensure your data syncs properly again. Please contact [email protected] once you've reauthenticated your Salesforce integration in Assembled.

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Started Jul 22, 2026, 11:11 PM UTC· resolved Jul 22, 2026, 11:50 PM UTC

1. identified Jul 22, 2026, 11:43 PM UTC

   We're investigating an issue that is causing asynchronous like AI Agent Email autosends from operating correctly. We've identified the problem and are remediating

2. identified Jul 22, 2026, 11:43 PM UTC

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

3. resolved Jul 22, 2026, 11:50 PM UTC

   We've identified and address the root cause and are now operating normally again.

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Started Jul 20, 2026, 03:00 PM UTC· resolved Jul 20, 2026, 03:00 PM UTC

1. resolved Jul 20, 2026, 03:49 PM UTC

   Increased load in API requests affected our APIs and Voice services, leading to increased latency. For voice, we temporarily diverted traffic to live agents as we investigated and resolved.

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Started Jul 15, 2026, 12:40 AM UTC· resolved Jul 15, 2026, 05:24 PM UTC

1. investigating Jul 15, 2026, 12:40 AM UTC

   We are investigating elevated latency with our voice agent so while this occurs we are re routing calls to live agents.

2. investigating Jul 15, 2026, 01:07 AM UTC

   We have discovered that the elevated voice latency is due to increased latency from our database, which affects our web application and APIS.

3. monitoring Jul 15, 2026, 03:00 AM UTC

   We've identified the root cause and merged a potential fix. We are monitoring for improvement.

4. monitoring Jul 15, 2026, 06:23 AM UTC

   Our original fix did not have the intended effect. We've merged another fix and are again monitoring results to see if latency across all services recovers.

5. monitoring Jul 15, 2026, 09:26 AM UTC

   We're still seeing unexpected load on our database, causing elevated latency and error rates. The team is continuing to investigate.

6. monitoring Jul 15, 2026, 05:18 PM UTC

   We are seeing improvement in latency across all services so as a result, we have turned our voice agent back on. It is not accepting calls. We are continuing to monitor for stability.

7. monitoring Jul 15, 2026, 05:24 PM UTC

   We've returned to normal levels of latency and error rates across all services.

8. resolved Jul 15, 2026, 05:24 PM UTC

   We've returned to normal levels of latency and error rates across all services.

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Started Jul 13, 2026, 03:30 PM UTC· resolved Jul 13, 2026, 06:53 PM UTC

1. investigating Jul 13, 2026, 04:57 PM UTC

   We are experiencing a slight increase in latency and timeout-related errors on our web application and APIs. We are actively investigating the issue.

2. monitoring Jul 13, 2026, 06:25 PM UTC

   We've identified the root cause and are working on a potential fix, monitoring the results to see if this will reduce pressure on our database and restore latency and error rates to normal baselines.

3. resolved Jul 13, 2026, 06:53 PM UTC

   All APIs and the Assembled web application are fully functional.

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Started Jul 10, 2026, 04:52 PM UTC· resolved Jul 10, 2026, 05:56 PM UTC

1. identified Jul 10, 2026, 05:23 PM UTC

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

2. monitoring Jul 10, 2026, 05:37 PM UTC

   A fix has been implemented and we're monitoring our asynchronous services to ensure all data during the affected period is healthy.

3. resolved Jul 10, 2026, 05:56 PM UTC

   Data affected during the period has been successfully retried.

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Started Jul 09, 2026, 09:13 PM UTC· resolved Jul 09, 2026, 09:24 PM UTC

1. investigating Jul 09, 2026, 09:13 PM UTC

   We are currently investigating an interruption affecting the realtime agent analysis page. Our team is actively working on a fix and expects resolution within the next 30–60 minutes. We'll post another update shortly. Thank you for your patience.

2. monitoring Jul 09, 2026, 09:13 PM UTC

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

3. resolved Jul 09, 2026, 09:24 PM UTC

   This incident has been resolved.

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Started Jun 10, 2026, 06:07 PM UTC· resolved Jun 10, 2026, 06:07 PM UTC

1. resolved Jun 10, 2026, 06:28 PM UTC

   Between 2:07pm ET to 2:25pm ET, our retrieval of agent states and tickets was delayed and we were not receiving data during this time. Our engineering team has resolved the issue and is applying agent state exclusions for any affected customers during this time period.

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Started Jun 01, 2026, 12:02 AM UTC· resolved Jun 04, 2026, 03:01 PM UTC

1. monitoring Jun 01, 2026, 12:02 AM UTC

   We are currently experiencing degraded functionality and performance in some reporting services following the database maintenance performed earlier this week. Impacted components include Real-time overview and adherence metrics. A fix has been implemented, and functionality and performance are expected to recover gradually over the next day. We will continue to monitor the situation and provide updates.

2. monitoring Jun 01, 2026, 09:11 AM UTC

   We are seeing increase error rates in the Assembled app following the database maintenance, and we are currently investigating.

3. monitoring Jun 01, 2026, 09:35 AM UTC

   We have made some remediations and are monitoring the results on query latency.

4. monitoring Jun 01, 2026, 09:57 AM UTC

   We are continuing to investigate query latency and failure issues.

5. monitoring Jun 01, 2026, 11:22 AM UTC

   Query latency and failure issues have been remediated. However, we are still experiencing degraded functionality and performance in some reporting services such as Real-time overview and adherence metrics. We continue to expect gradual recovery over the next day. We will monitor the situation and provide updates.

6. monitoring Jun 02, 2026, 12:30 AM UTC

   Query latency and display issues are continuing to resolve. Some customers may still see incomplete or stale data in reporting services, including Team Performance, Agent Scorecard, and adherence metrics. Customers using channel-related filtering and dimensions may also see incorrect data. This is a display issue. Data is flowing correctly and there is no data loss outside of the original maintenance window. We expect full data visibility to be restored within the next 1–2 days. We will continue to monitor and provide updates.

7. monitoring Jun 02, 2026, 01:25 PM UTC

   We are investigating increase error rates in the Assembled app.

8. monitoring Jun 02, 2026, 01:40 PM UTC

   We have made some remediations and see that the error rates and latencies have gone down. We are continuing to monitor the state.

9. monitoring Jun 02, 2026, 11:31 PM UTC

   We continue to make progress on restoring full data visibility. Our team is actively working through the final steps of the fix. Note that full restoration is currently estimated for tomorrow, once all processes have completed. We will provide another update as work progresses.

10. monitoring Jun 03, 2026, 06:48 PM UTC

    Database functionality is continuing towards a fully restored state. Data is flowing correctly and we are seeing positive signal across reporting pages. Scheduled jobs are currently running to complete the restoration of all affected metrics. No action is needed on your end. Data will restore automatically once these jobs complete. We will post a final update confirming full resolution shortly.

11. monitoring Jun 03, 2026, 09:47 PM UTC

    All systems are restored and data is displaying as expected across all reporting pages. We will continue to monitor the situation.

12. resolved Jun 04, 2026, 03:01 PM UTC

    After continued monitoring, we have confirmed that all systems remain fully restored and reporting data is displaying as expected. This incident is now resolved. Thank you for your patience throughout this process.

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Started May 30, 2026, 05:38 AM UTC· resolved May 30, 2026, 08:05 AM UTC

1. identified May 30, 2026, 05:38 AM UTC

   The previous, "Completed - The scheduled maintenance has been completed." was an automated update that was sent at the originally planned end time of the maintenance window. However, as stated in the maintenance window update, we have extended the maintenance window's end time by 4 hours. We apologize for any confusion this may have caused. The database is now running the new version, and we are validating the data. Once validation is complete, we will add agent state exclusions for the duration of the maintenance window. After that, we will resume metric computation for reports.

2. monitoring May 30, 2026, 07:19 AM UTC

   We have added agent state exclusions for the duration of the maintenance window. Metric computation for reports has resumed, and data is continuing to populate in reports.

3. resolved May 30, 2026, 08:05 AM UTC

   Reporting data is now fully up to date. All operations related to the database upgrade are now complete.

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Started May 15, 2026, 01:44 PM UTC· resolved May 15, 2026, 01:53 PM UTC

1. investigating May 15, 2026, 01:53 PM UTC

   We are currently investigating this issue.

2. identified May 15, 2026, 01:54 PM UTC

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

3. resolved May 15, 2026, 01:55 PM UTC

   This incident has been resolved. A database operation degraded performance, which caused pages across the product to become unresponsive. We’re reviewing our database operation safeguards and monitoring to reduce the likelihood of similar issues in the future.

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Started May 07, 2026, 11:15 AM UTC· resolved May 07, 2026, 11:15 AM UTC

1. resolved May 07, 2026, 11:15 AM UTC

   Between 6:30pm ET on May 6th and 7am ET on May 7th, some customers saw missing or zero values in reporting surfaces (including support volume and queue/exclusion views) for data values that appeared after 6:30pm ET on 5/6/2026 due to delayed replication in one of our data-processing tasks. Data ingestion itself continued normally and no conversation data was lost, the issue was isolated to metric freshness/display. We restored the task, backfilled dependent metrics, and service is now operating normally, with additional monitoring improvements underway to prevent recurrence.

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Started Apr 28, 2026, 11:46 PM UTC· resolved Apr 29, 2026, 12:01 AM UTC

1. investigating Apr 28, 2026, 11:46 PM UTC

   We're currently investigating issues with proxied APIs in workflows. We’re working to fix the problem as quickly as we can.

2. identified Apr 28, 2026, 11:53 PM UTC

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

3. resolved Apr 29, 2026, 12:01 AM UTC

   The issue with proxied APIs in workflows has now been resolved and they work as expected.

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Started Apr 24, 2026, 06:21 PM UTC· resolved Apr 24, 2026, 06:21 PM UTC

1. resolved Apr 24, 2026, 06:21 PM UTC

   Between 10:56 AM and 11:09 AM PT, a subset of sync jobs responsible for retrieving agent states and ticket updates experienced intermittent failures. The underlying issue has been identified and resolved, and we have verified that all affected ticket updates are now backfilling any data. We've also added a system-level agent state exclusion to ensure that these failures do not affect adherence and are conducting a postmortem to identify any system improvements that can be made.

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Started Mar 30, 2026, 05:18 PM UTC· resolved Mar 30, 2026, 05:40 PM UTC

1. identified Mar 30, 2026, 05:18 PM UTC

   The issue has been identified and we are in the process of resolving the issue.

2. identified Mar 30, 2026, 05:34 PM UTC

   We have identified and fixed the issue. We see latency coming back down to regular levels

3. resolved Mar 30, 2026, 05:40 PM UTC

   This incident has been resolved.

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Started Mar 06, 2026, 04:17 PM UTC· resolved Mar 06, 2026, 07:27 PM UTC

1. investigating Mar 06, 2026, 04:17 PM UTC

   We are currently investigating this issue

2. investigating Mar 06, 2026, 05:11 PM UTC

   We are continuing to investigate this issue

3. identified Mar 06, 2026, 06:04 PM UTC

   The issue has been identified and a fix is being implemented

4. monitoring Mar 06, 2026, 07:02 PM UTC

   A fix has been implemented and we are monitoring the results

5. resolved Mar 06, 2026, 07:27 PM UTC

   This incident has been resolved.

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Started Mar 05, 2026, 12:51 AM UTC· resolved Mar 05, 2026, 12:51 AM UTC

1. resolved Mar 05, 2026, 01:50 AM UTC

   Upstream provider service outage caused the Assembled voice agent to experience elevated latency and error rates. Once root cause was confirmed, we proactively diverted all traffic to human agents.

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Started Mar 03, 2026, 12:57 PM UTC· resolved Mar 03, 2026, 05:16 PM UTC

1. investigating Mar 03, 2026, 12:57 PM UTC

   We are currently investigating an issue with some contact platforms synchronising data with Assembled

2. identified Mar 03, 2026, 01:30 PM UTC

   We have identified the root cause of the sync issue, and are producing a fix

3. identified Mar 03, 2026, 02:08 PM UTC

   We are continuing to work on a fix for the data sync issue

4. identified Mar 03, 2026, 02:52 PM UTC

   We are addressing the root cause of the issue, and working to get a resolution

5. monitoring Mar 03, 2026, 03:53 PM UTC

   The fix has been deployed and we are monitoring the status of Assembled

6. resolved Mar 03, 2026, 05:16 PM UTC

   This incident has been resolved, and we will continue to recover past data into Assembled

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Started Feb 26, 2026, 10:31 PM UTC· resolved Feb 26, 2026, 10:58 PM UTC

1. identified Feb 26, 2026, 10:31 PM UTC

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

2. identified Feb 26, 2026, 10:37 PM UTC

   From 1:32 PM to 5:30 PM EST, AI chat responses were intermittently failing to retrieve knowledge base content when responding to users. We have identified and resolved the issue, and will be completing a postmortem to prevent recurrence.

3. resolved Feb 26, 2026, 10:58 PM UTC

   This incident has been resolved.

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Started Feb 24, 2026, 09:05 PM UTC· resolved Feb 24, 2026, 09:35 PM UTC

1. investigating Feb 24, 2026, 09:25 PM UTC

   We're currently investigating problems where Copilot's Draft reply functionality is not returning a proper response on a subset of customers.

2. resolved Feb 24, 2026, 09:51 PM UTC

   We have identified and resolved the issue with Copilot’s Draft reply. The root cause was an upstream model provider intermittently returning responses in an unexpected format that bypassed our existing fallback logic. We're identifying improvements to prevent future impact on customers.

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Started Dec 19, 2025, 07:35 PM UTC· resolved Dec 21, 2025, 12:00 AM UTC

1. investigating Dec 19, 2025, 07:35 PM UTC

   Assembled is experiencing inaccurate forecasts being displayed for some staffing requirements. We're investigating the cause.

2. identified Dec 19, 2025, 08:08 PM UTC

   The issue has been identified and the fix has been implemented, we will be rolling this fix out shortly.

3. monitoring Dec 19, 2025, 08:40 PM UTC

   We have rolled out a change that fixes the root cause of the issue, and are regenerating forecasts with the fix.

4. resolved Dec 21, 2025, 08:07 PM UTC

   All forecasts have been regenerated and the incident has been resolved.

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Started Nov 14, 2025, 11:00 AM UTC· resolved Nov 14, 2025, 11:00 AM UTC

1. resolved Nov 14, 2025, 02:21 PM UTC

   Voice agent experiencing increased latency

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Started Oct 20, 2025, 02:57 PM UTC· resolved Oct 20, 2025, 10:30 PM UTC

1. investigating Oct 20, 2025, 02:57 PM UTC

   Due to the earlier incident caused by upstream provider service outages, some reports have delayed data, and some customers are experiencing timeouts while trying to load report data. Real-time notifications may also be impacted. Our team is investigating the issue to identify a solution.

2. identified Oct 20, 2025, 03:09 PM UTC

   The issue with real-time and reporting services is due to upstream provider networking issues affecting much of the internet's infrastructure. We are awaiting a resolution from the provider.

3. monitoring Oct 20, 2025, 04:16 PM UTC

   Our upstream provider issues are beginning to resolve, and we're seeing reporting and real-time services slowly get back to normal. There may continue to be some delays and unexpected issues caused by third-party integrations, since some other products are also experiencing connectivity issues at the moment.

4. monitoring Oct 20, 2025, 05:01 PM UTC

   We are aware that our integrations with Kustomer are not working as expected at the moment due to issues connecting to Kustomer's API. This affects real-time data, reporting, and AI agent handoff. (AI agent handoff via Kustomer has been disabled.) See their status page for more details: https://status.kustomer.com/

5. monitoring Oct 20, 2025, 05:10 PM UTC

   We are also seeing ongoing issues syncing QA data with the MaestroQA platform, due to errors with MaestroQA's API.

6. monitoring Oct 20, 2025, 05:13 PM UTC

   We are observing issues with multiple integration partners including Kustomer and Zendesk that are making handoff and connection between AI agents and ticketing systems unstable.

7. monitoring Oct 20, 2025, 05:36 PM UTC

   We are automatically falling back to human agents from Assist AI Voice, and are working with upstream providers to resolve this as soon as possible.

8. monitoring Oct 20, 2025, 06:10 PM UTC

   We are continuing to monitor for improvements in upstream providers' services. Assist AI Voice remains falling back to human agents.

9. monitoring Oct 20, 2025, 07:00 PM UTC

   We are continuing to monitor as AWS reports recovery, but we are yet to see all partners' services recover. Assist AI Voice remains falling back to human agents.

10. monitoring Oct 20, 2025, 09:15 PM UTC

    We are seeing meaningful improvement in services and partners as AWS reports recovery, but we are yet to see total recovery amongst all our partners. Assist AI Voice remains falling back to human agents.

11. monitoring Oct 20, 2025, 10:21 PM UTC

    We are continuing to monitor for any further issues.

12. monitoring Oct 20, 2025, 10:29 PM UTC

    We are continuing to monitor for any further issues.

13. resolved Oct 20, 2025, 10:30 PM UTC

    All services are now operational.

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