Chili Piper Outage History

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.

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're investigating reported issues that the Chat Inbox feature of our admin center is not loading for customers. This does not impact customer-facing chat appearance, however it will impact end-user ability to reply. As such, we are treating this as a partial outage to the Chat service. AI-based chats and pre-built chat journeys that require no inbox interaction will not be impacted by this incident. Additionally, this doesn't impact the ability to manage or build a Chat journey.

Our team started investigating an issue where Workspaces and licenses are not loading for Admins. The issue appears to be related to our payment processor/billing service, whose own API is erroring. As we access this API for workspace-related data, such as licenses and even product access within the app, this causes the pages to become unresponsive. This only affects the internal Admin Center, Workspaces access, and product-related menus within the app for Admins. It does not impact products or functionality, including booking, routing, and assignment. We will keep this incident updated as soon as we have more updates.