Decagon Outage History

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.

Start of incident impact in the US region.

We are investigating an issue where some customers may be experiencing intermittent conversation errors. Customers who experience these errors will not receive agent responses. This is impacting all channels, including chat and voice. We are investigating and will provide an update within 20 minutes. We apologize for the disruption.

We are investigating an issue that is impacting conversation responses and latency across channels.

We are currently investigating reports of users having trouble accessing voice recordings via the admin dashboard. We will provide an update within the next 30 minutes.

We are currently experiencing disruptions to dashboard login. This issue is caused by downtime affecting our third-party authentication provider, which is impacting users' ability to sign in.

Increased latency from Intercom is causing delays in human agent message delivery on chat flows of ~2 minutes. Increased Intercom latency has been observed since 9am PST. Will provide update when resolved!

We are investigating an issue that is impacting conversation responses across channels. We will provide an update within 15 min.

We are investigating elevated latency that is impacting the admin dashboard and customer conversations.

We are experiencing degraded services. The team is investigating and we will update as soon as possible.

We're currently investigating an issue impact some of our voice services. Impact appears to be intermittent, resulting in some dropped calls and periods of increased latency.

Our systems experienced some instability between 11:03-11:10, which resulted in impact to some number of chat and voice conversations were impacted. The instability has resolved, and our team will continue to monitor. We will follow-up with more details as our team completes its investigation.

The API is degraded; You may see elevated error rates and latency.

The issue has been mitigated.

We are currently observing elevated latency across all channels. Our engineering team is investigating the root cause and working to restore normal performance. Updates will follow as we learn more.

We're currently investigating an issue impacting some of our voice services. Impact appears to be intermittent, estimated to be less than 5% of conversations.

We’re currently experiencing degraded service due to a widespread Cloudflare outage impacting connectivity across the internet. Our infrastructure remains fully operational; however, users may be unable to access the admin portal. At this time, we are not seeing any impact to our API or to end-customer conversations.

We identified a bug which are causing tool calls to fail. We are currently deploying a roll back to resolve the issue.

We are currently investigating an issue impacting the ability to access voice recordings from our admin console. We will provide an update within 1hr or when we have more details.