Degraded functionality and performance in some reporting services
Affected: Reporting and data services
Assembled Outage History
Assembled is up right nowAssembled had 47 outages in the last 2 years totaling 142h 37m of downtime — averaging 1.9 incidents per month.
There were 47 Assembled outages since March 3, 2025 totaling 142h 37m of downtime. Each is summarised below — incident details, duration, and resolution information.
Database maintenance follow-up
Affected: Reporting and data services
Timeline · 3 updates
- 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.
- 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.
- 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.
Assembled is experiencing site-wide issues
Affected: ApplicationAPIReporting and data servicesAI ProductsVoice
Timeline · 3 updates
- investigating May 15, 2026, 01:53 PM UTC
We are currently investigating this issue.
- identified May 15, 2026, 01:54 PM UTC
The issue has been identified and a fix is being implemented.
- 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.
Contact data not appearing in staffing timeline and reports
Affected: Reporting and data services
Timeline · 1 update
- 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.
Temporarily degraded performance to proxied APIs in workflows
Affected: AI Products
Timeline · 3 updates
- 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.
- identified Apr 28, 2026, 11:53 PM UTC
The issue has been identified and a fix is being implemented.
- resolved Apr 29, 2026, 12:01 AM UTC
The issue with proxied APIs in workflows has now been resolved and they work as expected.
Agent state and ticket retrieval failures
Affected: Reporting and data services
Timeline · 1 update
- 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.
[Copilot] High Latency on Draft Reply
Affected: AI Products
Timeline · 3 updates
- identified Mar 30, 2026, 05:18 PM UTC
The issue has been identified and we are in the process of resolving the issue.
- identified Mar 30, 2026, 05:34 PM UTC
We have identified and fixed the issue. We see latency coming back down to regular levels
- resolved Mar 30, 2026, 05:40 PM UTC
This incident has been resolved.
Adherence metrics missing from Team Performance report
Affected: Reporting and data services
Timeline · 5 updates
- investigating Mar 06, 2026, 04:17 PM UTC
We are currently investigating this issue
- investigating Mar 06, 2026, 05:11 PM UTC
We are continuing to investigate this issue
- identified Mar 06, 2026, 06:04 PM UTC
The issue has been identified and a fix is being implemented
- monitoring Mar 06, 2026, 07:02 PM UTC
A fix has been implemented and we are monitoring the results
- resolved Mar 06, 2026, 07:27 PM UTC
This incident has been resolved.
Upstream provider service outage caused the Assembled voice agent to experience elevated latency and error rates.
Affected: Voice
Timeline · 1 update
- 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.
Delay in some integration syncs pulling live data
Affected: Reporting and data services
Timeline · 6 updates
- investigating Mar 03, 2026, 12:57 PM UTC
We are currently investigating an issue with some contact platforms synchronising data with Assembled
- identified Mar 03, 2026, 01:30 PM UTC
We have identified the root cause of the sync issue, and are producing a fix
- identified Mar 03, 2026, 02:08 PM UTC
We are continuing to work on a fix for the data sync issue
- identified Mar 03, 2026, 02:52 PM UTC
We are addressing the root cause of the issue, and working to get a resolution
- monitoring Mar 03, 2026, 03:53 PM UTC
The fix has been deployed and we are monitoring the status of Assembled
- resolved Mar 03, 2026, 05:16 PM UTC
This incident has been resolved, and we will continue to recover past data into Assembled
Knowledge Retrieval Outage
Affected: AI Products
Timeline · 3 updates
- identified Feb 26, 2026, 10:31 PM UTC
The issue has been identified and a fix is being implemented.
- 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.
- resolved Feb 26, 2026, 10:58 PM UTC
This incident has been resolved.
Copilot draft reply is providing empty responses
Affected: AI Products
Timeline · 2 updates
- 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.
- 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.
[Reporting and data services] Incorrect forecasts being displayed
Affected: Reporting and data services
Timeline · 4 updates
- investigating Dec 19, 2025, 07:35 PM UTC
Assembled is experiencing inaccurate forecasts being displayed for some staffing requirements. We're investigating the cause.
- 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.
- 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.
- resolved Dec 21, 2025, 08:07 PM UTC
All forecasts have been regenerated and the incident has been resolved.
Temporarily degraded performance
Affected: Application
Timeline · 2 updates
- investigating Dec 17, 2025, 09:04 PM UTC
Assembled is experiencing degraded performance, which is causing some errors in requests to the Assembled site. You may experience error messages or alerts that "something went wrong" when changing dates or making adjustments on the staffing timeline.
- resolved Dec 17, 2025, 09:37 PM UTC
We've fixed the bug causing errors on the staffing timeline. We apologize for the inconvenience!
Voice agent degraded performance
Timeline · 1 update
- resolved Nov 14, 2025, 02:21 PM UTC
Voice agent experiencing increased latency
[AI, Reporting and Data Services] Delays and errors in Voice, reporting and real-time services
Affected: Reporting and data servicesAI ProductsVoice
Timeline · 13 updates
Realtime states, ticket data, and email automations unavailable
Affected: Reporting and data servicesAI Products
Timeline · 2 updates
- monitoring Oct 20, 2025, 10:23 AM UTC
At 12:01am PT on October 20, 2025, we detected an outage with our reporting services. We've root caused the issue as a problem with a hosting provider. Our team is actively working with the provider to restore service as soon as possible. Note, most services on the general application and staffing timeline are still available. The specific affected services / products are: - Loss of realtime agent state records - Loss of realtime ticket data - Delayed forecast updates - Delayed Assist autosends
- resolved Oct 20, 2025, 10:44 AM UTC
A fix has been implemented from our provider and we've seen almost all of our underlying services recover. We'll be adding agent state exclusions for the affected time period and will continue to monitor other services as they come back online.
Delayed Google Calendar event creation
Affected: Application
Timeline · 5 updates
- monitoring Sep 23, 2025, 03:00 AM UTC
There is a delay synchronising events into Google Calendar after they have created in Assembled. We are aware of the issue, and monitoring for a resolution.
- monitoring Sep 23, 2025, 04:06 AM UTC
We are continuing to monitor the delay in synchronisation.
- monitoring Sep 23, 2025, 05:23 AM UTC
We are monitoring the synchronisation delay for creating events in Google Calendar.
- monitoring Sep 23, 2025, 06:15 AM UTC
We are continuing to see a steady recovery.
- resolved Sep 23, 2025, 04:16 PM UTC
Activities should now be syncing successfully into Google Calendar from Assembled.
Google SSO login errors
Affected: Application
Timeline · 3 updates
- investigating Sep 18, 2025, 03:13 PM UTC
We are seeing Google SSO login errors. We believe this is an upstream error, and are investigating the issue. Please note that users who are already logged in are not affected.
- monitoring Sep 18, 2025, 03:36 PM UTC
We are observing signs of recovery. We believe that users should no longer experience any issues, but will continue monitoring for errors.
- resolved Sep 18, 2025, 04:33 PM UTC
This incident has been resolved. Google has published a report regarding this issue: https://www.google.com/appsstatus/dashboard/incidents/oFcAZTr4EVieF5Fr6Ee9
Assist chat handoff delivery issue
Timeline · 1 update
- resolved Sep 10, 2025, 10:29 PM UTC
From 12:23 PM PT to 3:02 PM PT, chat handoffs were not functioning correctly. Conversations were not actually being handed off to human agents, and on the QA review page only the first message was visible even though conversations continued. The issue has been fully resolved going forward. We are also investigating options for retrieving the missing conversation data from the affected time window.
Intermittent delays for email auto-sends and errors in chat agent escalations on the Zendesk platform
Affected: AI Products
Timeline · 2 updates
- monitoring Aug 21, 2025, 07:24 PM UTC
We are seeing intermittent delays for email auto-sends and errors coming from Zendesk, which could delay any automatic email sends and prevent full functionality of handoff to Zendesk tickets. We are closely monitoring Zendesk's status page updates (https://status.zendesk.com/) and will put any mitigations in place where appropriate.
- resolved Aug 21, 2025, 07:37 PM UTC
This incident has been resolved.
Assist Voice is unavailable
Affected: AI Products
Timeline · 3 updates
- identified Aug 06, 2025, 02:50 AM UTC
We're currently experiencing problems with some of our upstream voice providers. Our systems have automatically fallen back and are routing traffic to human agents. We're working with our upstream providers on a fix as soon as possible
- identified Aug 06, 2025, 02:51 AM UTC
We are continuing to work on a fix for this issue.
- resolved Aug 06, 2025, 04:30 AM UTC
Our upstream provider has resolved the incident, so our system is once again back in a healthy state to receive calls.
Live chat escalation messages not being shown to end users
Affected: AI Products
Timeline · 1 update
- 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.
Assist UI unavailable for small set of users
Timeline · 1 update
- resolved Jul 18, 2025, 08:43 PM UTC
This incident has been resolved.
Degraded Voice performance due to upstream provider errors
Affected: Voice
Timeline · 3 updates
- investigating Jul 09, 2025, 09:30 PM UTC
We are seeing intermittent errors from an upstream provider - we will be forwarding all calls from our Voice AI to live agents.
- investigating Jul 09, 2025, 09:42 PM UTC
We've reenabled our voice agent to start accepting calls again
- resolved Jul 09, 2025, 10:05 PM UTC
This incident has been resolved.