Is Chili Piper down?

We are aware of potential delays while routing records through Distro in one of our environments. As a result, you may notice that Distro is not identifying and, consequently, routing new records. Our Engineering Team is already aware and actively working on a resolution as their top priority. This is not impacting other products such as Concierge, Chat, Handoff, and their respective routing, nor ChiliCal and its browser extension. In case of any further questions, please reach out to our Customer Love Team at [email protected]

As of approximately 9:00 AM Eastern Time, our team is investigating reports of issues with rule processing across products. his is causing routing failures in Handoff, Concierge, and potentially other services that rely on rule and team assets. We are actively working to identify the root cause and will provide updates as more information becomes available.

This has now been resolved after our Engineering Team rolled back one of our services. Rules, Teams and routings are expected to be processed normally now across all products that rely on these assets. We have also already identified what caused it, so any new deployments done for this service should include a fix.

We see some customers have connectivity issues with Salesforce CRM. In the app, it will display "In Trouble" status when it is not connected. All CRM functionality, such as Contact/Account routing, email lookups, and rules logic may not work correctly while this is the status. We are internally working to reestablish the connection for affected customers, but in the meantime, if you see "In Trouble" or "Disconnected" status in the Admin Center's Integrations page, please try reconnecting to Salesforce from the appropriate integration user's Salesforce account, which should restore the connection. More updates to be shared soon.

We have deployed a fix for the Salesforce connectivity issues. We will also apply a retroactive update to proactively reestablish the Salesforce connection for affected tenants. The ETA for completion is approximately 30 minutes. In the meantime, if you see your Salesforce connection status currently set to "In Trouble," you can also have the integration user reconnect to Salesforce in the admin center, which will resolve the problem immediately.

The retroactive update has been completed, and all accounts should properly be in a connected status at this time. We do have a retry mechanism that will automatically re-attempt CRM Actions in Salesforce if they had been previously unsuccessful in most cases.

Heads up: Chili Piper has officially deprecated our Legacy service from the HubSpot Marketplace. This legacy app was retired last year and is no longer in use. There is no impact to any functionality or connectivity on the current Fire / Demand Conversion Platform. However, the removal may have triggered some automated emails that lack context. You may have received messages such as: Chili Piper Scheduling deleted by provider Log in with HubSpot deleted by provider Chili Piper - Legacy deleted by provider These notifications can be safely ignored with no further action required. Note: You may have received these emails even if you're currently on Salesforce, if your account was ever connected to HubSpot in the past. This does not mean you are currently connected to HubSpot.

We see some customers have connectivity issues with Salesforce CRM. In the app it will display "In Trouble" status when it is not connected. All CRM functionality, such as Contact/Account routing, email lookups, and rules logic may not work correctly while this is the status. If you see "In Trouble", or "Disconnected" status, please try reconnecting Salesforce from the appropriate integration user's Salesforce account, which should restore the connection. At this time, we are unsure if the In Trouble status is a result of the Salesforce Core Services outage they are experiencing, but this is something we are considering and are investigating.

We’ve identified several potential root causes and are beginning to roll back the impacted services. We’ll be closely monitoring the system to confirm that these changes produce the expected improvements. At this time, we are still seeing an increase in disconnected customers. We’re actively working to assess the full scope of impact and will communicate directly with affected customers as soon as we have clearer visibility. We’ll continue to share updates as we learn more.

A fix has been deployed, and we are not seeing any additional increase in disconnections. We will continue to monitor this to ensure the issue is resolved, and we may be able to retroactively repair the connection status rather than requiring anyone reconnect. However, if you see your Salesforce connection status currently set to "In Trouble" you can also have the integration user reconnect to Salesforce in the admin center and this too will resolve the problem immediately.

We’ve implemented a retroactive update that ensures tokens remain valid for all tenants that were previously showing an "InTrouble" status. At this time, all tenants are now reflecting as properly connected, aside from any unrelated pre-existing issues (e.g., invalid permissions, invalid users, or previously disconnected accounts). Please note that CRM actions occurring between approximately 13:00 UTC and 20:00 UTC may have failed to create or update as expected. Our retry system is actively working to replay these events, and we expect the majority to be successfully recovered. We’ve identified the underlying root cause as a recent change to credential retrieval that was deployed earlier this morning. This issue was not detected by our internal monitoring systems, and we are incorporating this gap into our ongoing efforts as we finalize a complete fix. We will continue monitoring and provide further updates as needed.