Assembled incident
Live chat escalation messages not being shown to end users
Resolved on August 4, 2025, affecting AI Products.
From 10:15am PT to 12:32 PT, agent messages sent from CRM platforms (Zendesk, Kustomer, etc.) were not appearing in the chat widget to end customers. This would occur for any messages escalated to live chat, but did not affect email handoff messages. We've identified and resolved the issue and the full functionality for live chat is restored. We'll be conducting a full postmortem of this incident.
Affected components
Update timeline
- resolved Aug 04, 2025, 07:46 PM UTC
From 10:15am PT to 12:32 PT, agent messages sent from CRM platforms (Zendesk, Kustomer, etc.) were not appearing in the chat widget to end customers. This would occur for any messages escalated to live chat, but did not affect email handoff messages. We've identified and resolved the issue and the full functionality for live chat is restored. We'll be conducting a full postmortem of this incident.
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