Contact Search Failure on Bots

Update timeline

1. investigating Feb 23, 2026, 01:19 PM UTC

   We are currently investigating an issue affecting contact search functionality within bots. Customers may experience failures when accessing the contacts tab or attempting to send active messages through Desk, as contact queries may not return results. Our technical team is actively analyzing the situation and working to restore normal operations as quickly as possible. We will provide a new update within 30 minutes or sooner if significant progress is made.

2. investigating Feb 23, 2026, 01:25 PM UTC

   We are currently investigating an issue affecting contact search functionality within bots. Customers may experience failures when accessing the contacts tab or attempting to send active messages through Desk, as contact queries may not return results. Our technical team is actively analyzing the situation and working to restore normal operations as quickly as possible. We will provide a new update within 30 minutes or sooner if significant progress is made.

3. identified Feb 23, 2026, 02:00 PM UTC

   We are still experiencing an ongoing issue affecting contact search functionality within bots. Customers may continue to face failures when accessing the contacts tab or attempting to send active messages through Desk. An initial emergency deployment was performed; however, the issue persisted. A new redeployment is currently in progress, and our engineering team remains fully engaged. We will provide a new update within 30 minutes or sooner if significant progress is made.

4. investigating Feb 23, 2026, 02:30 PM UTC

   We continue to investigate the issue affecting contact search functionality in bots. Customers may still experience failures when accessing the contacts tab or attempting to send active messages via Desk. Technical adjustments were previously applied; however, the behavior persists intermittently. Our engineering teams remain fully engaged, and the war room remains active as we continue to analyze the environment and define the next steps. We will provide another update within 30 minutes or sooner if significant progress is made.

5. monitoring Feb 23, 2026, 03:07 PM UTC

   The environment experienced intermittent instability throughout the morning, impacting contact search functionality in bots. At this time, the platform appears stable. We remain actively monitoring the environment to ensure sustained stability and will provide further updates if any relevant changes occur.

6. resolved Feb 23, 2026, 08:01 PM UTC

   The incident affecting contact search functionality in bots has been resolved. The root cause was identified as high resource consumption in the search component. After technical adjustments, performance indicators have remained within expected levels. We will continue monitoring the platform to ensure ongoing stability.