CM.com experienced a minor incident on April 22, 2026 affecting Agent Inbox, lasting 7h 13m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Apr 22, 2026, 07:46 AM UTC
We have noticed issues regarding slow loading/not loading of the Agent Inbox. We are currently investigating this issue.
- investigating Apr 22, 2026, 08:54 AM UTC
We are continuing to investigate this issue.
- identified Apr 22, 2026, 09:47 AM UTC
We identified a release that contained an index update which inadvertently failed mid process causing database hick-ups. This issue has been resolved, the performance (speed/loading of conversations) of the app is back to normal. Our engineers are still working on restoring normal queue processing. In/Outgoing traffic may still be delayed.
- monitoring Apr 22, 2026, 11:47 AM UTC
We've found the issue that was blocking the processing of tasks and we are processing normally again for new traffic. This was also attributable to the failed release. Now that we've tackled the root cause, we're scaling out our infra to expedite the speed with which we can catch up on backlogged tasks.
- resolved Apr 22, 2026, 03:00 PM UTC
This incident has been resolved.