Decagon Outage History

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.

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.

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.

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 have identified an issue causing delayed results when searching or filtering conversations in the dashboard. Analytics, reporting, and filtered data exports may also reflect stale data. The cause is a delay in the data replication pipeline that feeds these surfaces. Live conversations are not affected. The AI agent continues to respond to end users normally, and no conversation data has been lost. Delayed records will appear once replication catches up. We are actively rolling out a mitigation solution. We will provide another update when that's live or within 30 minutes.

We have identified an issue causing delayed results when searching or filtering conversations in the dashboard. Analytics, reporting, and filtered data exports may also reflect stale data. The cause is a delay in the data replication pipeline that feeds these surfaces. Live conversations are not affected. The AI agent continues to respond to end users normally, and no conversation data has been lost. Delayed records will appear once replication catches up. We are actively rolling out a mitigation solution. We will provide another update when that's live or in 30 minutes.

We're currently investigating an issue causing delayed results when searching or filtering conversations in the dashboard (approx. 45 min lag). Live agent responses to end users are not affected. Our team is working to mitigate the issue and will provide an update within 30 minutes.

We're currently investigating an issue causing elevated errors on voice calls. Some percentage of calls are restarting. Our team is actively working to identify the cause and restore normal service. We'll provide another update within 30 minutes.

We've identified an issue with a third-party transcription provider that is causing increased call restarts and, for a subset of customers, call failures on voice. We've identified the root cause and are actively working on migrating traffic to resolve the symptoms. We'll provide an update within 30 minutes.

We've identified an issue causing delays or interruptions for some conversations. We've identified the cause and are actively working to resolve it. We'll provide an update within 30 minutes.

We're currently investigating an issue causing delayed results when searching or filtering conversations in the dashboard (approx. 30 min lag). Live agent responses to end users are not affected. Our team is working to identify the cause and will provide an update within 30 minutes.

We're currently investigating an issue causing delayed results when searching or filtering conversations in the dashboard (approx. 45 min lag). Live agent responses to end users are not affected. Our team is working to identify the cause and will provide an update within 1 hour

We are currently investigating intermittent instability. Some calls may experience increased latency or fail to connect. Our team is actively working to identify the cause and restore normal service. We’ll share another update as soon as we have more information.

We’re currently investigating an issue affecting a subset of customers using Salesforce integrations. Some customers may experience degraded integration performance with escalations. We are actively monitoring the issue and will reach out directly to customers if we identify impact to their environment. We’ll provide an update as more information becomes available.

We’re currently investigating an issue affecting a subset of customers using Salesforce integrations. Some customers may experience degraded integration performance with escalations. We are actively monitoring the issue and will reach out directly to customers if we identify impact to their environment. We’ll provide an update as more information becomes available.

An outage of one of our providers, GitHub, is impacting the ability to save changes on the platform or publish new agent versions. We have temporarily disabled publishing new agent versions while we wait for the impact to be resolved. Current agent versions and underlying agent functionality are not impacted. For any urgent changes, please reach out to your Decagon representative.

We’re currently investigating reports of an issue affecting certain voice conversations latency. Our team is working to identify the cause and will provide an update within 30 minutes.

We’re currently investigating reports of an issue affecting certain voice conversations latency. Our team is working to identify the cause and will provide an update within 30 minutes.

Investigating intermittent issues with conversation processing. Our team is actively working on a resolution. We will provide updates as more information becomes available.

We are currently investigating intermittent service degradation affecting conversation processing. Our team is actively working on a resolution. We will provide updates as more information becomes available.

We are investigating an issue with logins, where some users are not receiving their one time password required to access the dashboard. We are investigating with our authentication vendor and will provide an update in 30min or as we learn more.

We're investigating elevated error rates affecting tool invocations for some conversations.

We are investigating impacts due to service interruptions with a feature flag provider we rely on. The current impact is that certain features, including Duet, will be temporarily disabled from our admin portal.

We are aware of errors affecting some conversations and are actively investigating. We will provide updates as we learn more.

We have put out a mitigation and are observing improvements in conditions across all channels. Latency and error rates are trending back toward normal. We will continue to monitor metrics and will update again when all metrics are fully back to normal.

We are continuing to investigate the ongoing disruption affecting both chat and voice channels. At this time, the primary impact is errors and elevated latency on a subset of response, with conversations responding more slowly than usual.

We are experiencing a major service disruption causing elevated errors across our platform, affecting conversations on all channels, including chat and voice. Our engineering team is actively investigating, and we'll continue to post updates

We are experiencing a major service disruption causing elevated errors across our platform, affecting conversations on all channels, including chat and voice. Our engineering team is actively investigating, and we'll continue to post updates

We're aware of a display issue affecting the chat widget for a subset of customers and are actively investigating.

We are investigating authentication errors impacting Duet conversations. Users experiencing this issue will see errors indicating that duet is having trouble authenticating. Other Decagon products are not affected.

We have identified an issue where "Insights & Analytics" metrics are lagging behind current state in the Decagon dashboard for May 7 and 8. We are actively working on a fix and will post an update around 11am PT.