Boostlingo incident
Issues with IVR calls connecting for accounts with pre-call policies including Key Value Pair fields
Boostlingo experienced a minor incident on November 20, 2025 affecting Boostllingo Voice IVR, lasting 7h 14m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Nov 20, 2025, 01:31 PM UTC
The Boostlingo team has identified an issue with calls placed over IVR when the pre call policy includes at least one Key Value Pair field causing calls to fail to connect as expected. There are no issues with other types of pre call fields. At this time the only workaround is to temporarily remove Key Value Pair field types from the pre call policy. Our team has identified the root cause of the issue and is working to resolve it. We will make updates to this incident as soon as a fix is in place.
- identified Nov 20, 2025, 03:07 PM UTC
The Boostlingo Development Team has identified a fix for the reported issues with Key Value Pairs used in IVR. The fix has passed internal validation and is now in the final stages of testing. We expect to deploy the update shortly. Once complete, you should see consistent IVR call flows and connection handling. We’ll send a follow-up message once the deployment is live. No user action is required at this time. Thank you for your patience as we worked to resolve this issue quickly and thoroughly.
- identified Nov 20, 2025, 04:29 PM UTC
What’s happening: We’re beginning to deploy a hotfix that resolves an issue where IVR calls using Key Value Pairs (KVP) in IVR could drop after value confirmation. The fix has passed validation in staging and targeted production tests. Expected impact: No customer action required. IVR KVP call flows will behave consistently after the update.
- monitoring Nov 20, 2025, 06:56 PM UTC
The Boostlingo Development Team has successfully deployed the IVR KVP hotfix across all regions (AU, UK, and US). This update resolves the issue where IVR calls using Key Value Pairs could drop after value confirmation. We will continue to monitor system performance over the next several hours to ensure full stability and consistency across all environments. If no further issues are observed, this incident will be marked as resolved. No customer action is required. We will begin deployments to CA and EU at 2:30 PM EST.
- resolved Nov 20, 2025, 08:45 PM UTC
The Boostlingo Development Team has successfully deployed and verified the hotfix addressing the issue where IVR calls using Key Value Pairs (KVP) could fail after value confirmation. All affected environments (AU, UK, US, CA, and EU) have been updated and are performing as expected. Post-deployment monitoring confirms full restoration of normal IVR call flow behavior. No further impact has been observed. This incident is now resolved.