Avochato experienced a minor incident on August 18, 2023 affecting avochato.com and API and 1 more component, lasting 16h 37m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Aug 18, 2023, 01:08 AM UTC
We are investigating an issue impacting outbound message delivery failures on the carrier network.
- monitoring Aug 18, 2023, 01:40 AM UTC
Outbound messages for certain Avochato phone numbers are still experiencing issues sending outbound texts due to a network outage with our carrier partners.
- monitoring Aug 18, 2023, 02:03 AM UTC
We are observing significantly reduced errors connecting to our carrier partner but are awaiting confirmation that the incident has been resolved.
- resolved Aug 18, 2023, 05:45 PM UTC
This incident has been resolved.
- postmortem Aug 18, 2023, 05:45 PM UTC
# What Happened A brief outage with Twilio’s REST API caused outbound SMS and WhatsApp messages to fail to send. Also, some other actions, including syncing Use-Cases to inboxes, would to fail intermittently and need to be re-attempted. Avochato partners with Twilio to send and receive calls and text messages for some customers. For more information on this particular incident, please see [https://status.twilio.com/](https://status.twilio.com/) ## Impact Some customers may have seen a specific 20503 error code when sending an outbound message via Avochato. _These specific outbound failed messages were not automatically re-tried._ Avochato inboxes continued to receive incoming messages during the impact period \(appx between 5:30-6:30 PST on 8/18/23\), and outbound messages continued to deliver as intended as soon as the issue was resolved. # Next steps Our team will continue evaluating the resiliency of the inbox in case of temporary outages, as well as mechanisms to retry sending these types of failed messages. Meanwhile, customers leveraging other carrier partners, as well as Avochato live chat, were unaffected. Thank you to the Twilio team for communicating status updates for this issue. To our customers, we apologize for any inconvenience during the impact period, and thank you for using Avochato.