Assembled incident
Live chat escalation messages not being shown to end users
Assembled experienced a notice incident on August 4, 2025 affecting AI Products, lasting —. The incident has been resolved; the full update timeline is below.
Affected components
AI Products
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.