Is Decagon down?

We're currently investigating an issue causing high latency on some agent responses on voice. Our team is actively working to mitigate and will provide an update shortly.

The voice latencies have recovered and our engineering team is continuing to actively monitor the systems. We believe the impact was limited to a very small fraction of the traffic and we will follow-up with more details on the root cause shortly. Thank you for your patience and understanding! Impact window: ~7:56 PM – ~8:38 PM ET

We’re currently investigating reports of an issue affecting US and EU Decagon Admin Portals. Our team is working to identify the cause and will provide an update shortly.

Impact is limited to Admin Portal. Conversations and call flows are not impacted at this time.

We have narrowed down the issue related to an incident with our upstream authentication provider. We are working closely with their team to provide timely updates.

This incident has been resolved. All systems are operating normally and we are continuing to closely monitor

We are currently investigating an issue affecting multiple customers' voice and chat agents. Some interactions may fail or experience errors. Our team is actively working to identify the root cause and restore full service. We will post updates as more information becomes available.

A fix has been deployed and error rates have returned to normal. We are continuing to monitor systems closely to confirm full recovery.

This issue has been resolved. Error rates and latency have returned to normal, and all systems are operating as expected.

We have identified a likely cause for the intermittent failures in our admin portal and chat and voice conversations between 11:35am-11:40am PT, and are actively working to confirm it. There has been no further impact since the original window, and our engineering team continues to monitor closely while the investigation continues. We will post another update by 1:00 PM PT

We are still confirming the likely cause for the intermittent failures in our admin portal and chat and voice conversations between 11:35am-11:40am PT. We will post another update by 1:30 PM PT

We're continuing to investigate intermittent failures affecting the admin portal, chat, and voice conversations between 11:35–11:40am PT, as well as a brief secondary spike around 1:00pm PT. We've identified a likely contributing factor and are validating it now. We will post another update by 2 PM PT.

We're continuing to investigate the intermittent failures affecting the admin portal, chat, and voice conversations, and are actively working with our infrastructure partner to confirm and resolve the root cause. We'll share another update by 4 PM PT.

We have identified the root cause and are actively working on applying mitigations. We do not expect further customer impact at this time. We will resolve this incident once mitigations have finished rolling out. Next update by 10:00 PM PT.

We have identified the root cause of this issue and deployed a fix. Systems have stabilized and we are not seeing further impact to the Admin Dashboard, chat widget, or voice call initiation. All systems are operating normally, and we are continuing to closely monitor.