Decagon Outage History
Decagon is up right nowPingoru has recorded 52 incidents for Decagon: 52 in the last 12 months and 17 in the last 90 days.
Show as a table
| Month | Incidents | Hours with an open incident |
|---|---|---|
| April 2026 | 3 | 1 of 720 (0%) |
| May 2026 | 3 | 11 of 744 (1%) |
| June 2026 | 5 | 3 of 720 (0%) |
| July 2026 | 4 | 7 of 744 (1%) |
| August 2026 | 11 | 29 of 744 (4%) |
| September 2026 | 8 | 21 of 720 (3%) |
| October 2026 | 0 | 0 of 744 (0%) |
| November 2026 | 0 | 0 of 142 (0%) |
Incidents, newest first
Minor September 23, 2026 Investigating High Latency with Voice Agent Responses 1h 23m US Deployment Region ([US] Voice Channel)
Started Sep 23, 2026, 11:15 PM UTC· resolved Sep 24, 2026, 12:38 AM UTC
- investigating Sep 23, 2026, 11:15 PM UTC
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.
- resolved Sep 24, 2026, 12:38 AM UTC
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
Major September 18, 2026 Investigating Issue with Admin Portal 23m US Deployment Region ([US] Decagon Admin Portal), EU Deployment Region ([EU] Decagon Admin Portal), EU Deployment Region ([EU] Decagon Admin Portal)
Started Sep 18, 2026, 10:39 PM UTC· resolved Sep 18, 2026, 11:02 PM UTC
- investigating Sep 18, 2026, 10:39 PM UTC
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.
- investigating Sep 18, 2026, 10:40 PM UTC
Impact is limited to Admin Portal. Conversations and call flows are not impacted at this time.
- investigating Sep 18, 2026, 10:51 PM UTC
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.
- resolved Sep 18, 2026, 11:02 PM UTC
This incident has been resolved. All systems are operating normally and we are continuing to closely monitor
Minor September 15, 2026 Voice & Chat Service Disruption 57m US Deployment Region ([US] Voice Channel), US Deployment Region ([US] Chat, Email, and SMS Channels)
Started Sep 15, 2026, 05:36 PM UTC· resolved Sep 15, 2026, 06:33 PM UTC
- investigating Sep 15, 2026, 05:36 PM UTC
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.
- investigating Sep 15, 2026, 05:53 PM UTC
A fix has been deployed and error rates have returned to normal. We are continuing to monitor systems closely to confirm full recovery.
- resolved Sep 15, 2026, 06:33 PM UTC
This issue has been resolved. Error rates and latency have returned to normal, and all systems are operating as expected.
Minor September 14, 2026 Investigating Issue with Intermittent Failures 9h 29m US Deployment Region ([US] Voice Channel), US Deployment Region ([US] Chat, Email, and SMS Channels), US Deployment Region ([US] Decagon Admin Portal)
Started Sep 14, 2026, 07:31 PM UTC· resolved Sep 15, 2026, 05:00 AM UTC
- investigating Sep 14, 2026, 07:31 PM UTC
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
- investigating Sep 14, 2026, 08:01 PM UTC
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
- investigating Sep 14, 2026, 08:28 PM UTC
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.
- investigating Sep 14, 2026, 09:00 PM UTC
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.
- investigating Sep 14, 2026, 11:05 PM UTC
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.
- resolved Sep 15, 2026, 05:00 AM UTC
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.
Minor September 14, 2026 Investigating Issue with In... 10h 29m US Deployment Region ([US] Voice Channel), US Deployment Region ([US] Chat, Email, and SMS Channels), US Deployment Region ([US] Decagon Admin Portal)
Started Sep 14, 2026, 06:56 PM UTC· resolved Sep 15, 2026, 05:25 AM UTC
No vendor updates were posted for this incident.
Minor September 9, 2026 Delays in Conversation Search, Filtering, and Reporting 2h 37m US Deployment Region ([US] Decagon Admin Portal)
Started Sep 09, 2026, 09:58 PM UTC· resolved Sep 10, 2026, 12:35 AM UTC
- investigating Sep 09, 2026, 09:58 PM UTC
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.
- investigating Sep 09, 2026, 10:46 PM UTC
We are still working to mitigate this issue. Conversation search, filtering, and reporting remain delayed. Live conversations and AI responses are not affected, and no data has been lost.
- investigating Sep 09, 2026, 11:53 PM UTC
The fix is in progress and currently being deployed. We will confirm here as soon as it is live.
- resolved Sep 10, 2026, 12:35 AM UTC
This issue is resolved. Conversation search, filtering, listing, and alerting in the dashboard are now reflecting realtime data. Live conversations were unaffected throughout, and no conversation data was lost. Records that appeared missing or delayed during the incident are now present. We have deployed a change that serves these dashboard surfaces from a realtime data path, removing them from the delayed pipeline that caused this issue.
Minor September 2, 2026 Conversations Not Loading in Dashboard 50m US Deployment Region ([US] Decagon Admin Portal)
Started Sep 02, 2026, 10:44 PM UTC· resolved Sep 02, 2026, 11:34 PM UTC
- investigating Sep 02, 2026, 10:44 PM UTC
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.
- investigating Sep 02, 2026, 10:55 PM UTC
We are seeing the lag increase to 55 minutes. Our team is continuing to work to mitigate the issue. We will provide another update within 30 minutes.
- resolved Sep 02, 2026, 11:34 PM UTC
This has been resolved. We’ll continue to monitor and will provide a preliminary post-incident review upon request within 48hrs. Thank you for your patience and understanding.
Minor September 1, 2026 Investigating Elevated Errors on Voice Calls 28m US Deployment Region ([US] Voice Channel), EU Deployment Region ([EU] Voice Channel)
Started Sep 01, 2026, 05:05 PM UTC· resolved Sep 01, 2026, 05:33 PM UTC
- investigating Sep 01, 2026, 05:05 PM UTC
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.
- investigating Sep 01, 2026, 05:27 PM UTC
We have determined that ~5% of calls are restarting. Our fallback mechanism in place ensures that these calls safely reconnect. There should be no other impact to calls. We are continuing to investigate.
- resolved Sep 01, 2026, 05:33 PM UTC
The issue affecting voice call restarts has been resolved. We’ll continue to monitor and will provide a preliminary post-incident review upon request within 48hrs. Thank you for your patience and understanding.
Minor August 31, 2026 Conversations Not Loading in Dashboard 9m US Deployment Region ([US] Decagon Admin Portal), EU Deployment Region ([EU] Decagon Admin Portal)
Started Aug 31, 2026, 06:56 PM UTC· resolved Aug 31, 2026, 07:05 PM UTC
- investigating Aug 31, 2026, 06:56 PM UTC
We're investigating an issue causing conversations to intermittently fail to load in the dashboard for some customers. This does not affect live conversation handling or agent performance. We're actively looking into the cause and will provide an update within 30 minutes.
- resolved Aug 31, 2026, 07:05 PM UTC
We have identified the root cause of this issue and a fix has been deployed. This issue is now resolved. We’ll continue to monitor and will provide a preliminary post-incident review upon request within 48hrs. Thank you for your patience and understanding.
Minor August 31, 2026 Voice Call Errors 7m US Deployment Region ([US] Voice Channel), EU Deployment Region ([EU] Voice Channel)
Started Aug 31, 2026, 06:30 PM UTC· resolved Aug 31, 2026, 06:37 PM UTC
- investigating Aug 31, 2026, 06:30 PM UTC
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.
- resolved Aug 31, 2026, 06:37 PM UTC
This issue has been resolved. We’ll continue to monitor and will provide a preliminary post-incident review upon request within 48hrs. Thank you for your patience and understanding.
Minor August 31, 2026 Delayed AI Responses 12h 27m US Deployment Region ([US] Voice Channel), US Deployment Region ([US] Chat, Email, and SMS Channels), EU Deployment Region ([EU] Voice Channel), EU Deployment Region ([EU] Chat, Email, and SMS Channels)
Started Aug 31, 2026, 03:00 PM UTC· resolved Sep 01, 2026, 03:27 AM UTC
- investigating Aug 31, 2026, 03:00 PM UTC
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.
- investigating Aug 31, 2026, 04:32 PM UTC
We are continuing to investigate this issue. We will provide more updates in 30 minutes.
- investigating Aug 31, 2026, 06:20 PM UTC
We are continuing to investigate this issue. We will provide more updates as we work towards a confirmed resolution.
- investigating Aug 31, 2026, 08:50 PM UTC
The errors from this issue have been resolved. Some customers may still experience elevated response latency, specifically at the higher end (P95+) of end-to-end response times, while we wait for full resolution from our upstream AI provider. We're continuing to monitor and will post again once we've confirmed full recovery.
- resolved Sep 01, 2026, 03:27 AM UTC
This has been resolved. We’ll continue to monitor and will provide a preliminary post-incident review upon request within 48hrs.
Minor August 28, 2026 Investigating Delays in Conversation Search and Filtering 4h 59m US Deployment Region ([US] Decagon Admin Portal)
Started Aug 28, 2026, 08:52 PM UTC· resolved Aug 29, 2026, 01:51 AM UTC
- investigating Aug 28, 2026, 08:52 PM UTC
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
- investigating Aug 28, 2026, 11:43 PM UTC
We are continuing to investigate 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.
- investigating Aug 29, 2026, 12:16 AM UTC
We are continuing to investigate an issue causing delayed results when searching or filtering conversations in the dashboard (approx. 36 min lag). Live agent responses to end users are not affected. Our team is working to identify the cause and will provide an update.
- resolved Aug 29, 2026, 01:51 AM UTC
This has been resolved.
Minor August 26, 2026 Investigating Delays in Conversation Search & Filtering 2h 57m US Deployment Region ([US] Decagon Admin Portal), EU Deployment Region ([EU] Decagon Admin Portal)
Started Aug 26, 2026, 09:17 PM UTC· resolved Aug 27, 2026, 12:14 AM UTC
- investigating Aug 26, 2026, 09:17 PM UTC
We're currently investigating an issue causing delayed results when searching or filtering conversations in the dashboard (approx. 1 hour 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.
- investigating Aug 26, 2026, 09:43 PM UTC
We have identified the delays (approximately 1 hour) affecting conversation search and filtering, as well as alerts, are related to an upstream provider we use for query processing. Live agent responses to end users remain unaffected. Our team is actively scaling processing throughput to work down the backlog. We'll provide another update within 30 minutes or once resolved.
- investigating Aug 26, 2026, 11:14 PM UTC
We are still waiting on upstream provider for full resolution.
- resolved Aug 27, 2026, 12:14 AM UTC
The issue affecting the admin portal has been resolved. Thank you for your patience and understanding.
Major August 20, 2026 Intermittent instability affecting incoming calls 2h 27m US Deployment Region ([US] Voice Channel), US Deployment Region ([US] Chat, Email, and SMS Channels)
Started Aug 20, 2026, 02:58 PM UTC· resolved Aug 20, 2026, 05:25 PM UTC
- investigating Aug 20, 2026, 02:58 PM UTC
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.
- investigating Aug 20, 2026, 04:14 PM UTC
We are experiencing a major service disruption due to degradations with our cloud service provider. We're seeing elevated incoming call failures and increased latency. Our engineering team is actively investigating and we'll continue to post updates.
- resolved Aug 20, 2026, 05:25 PM UTC
Service recovery is underway, and performance has returned to normal across all channels. Our team will continue to monitor the system closely to ensure ongoing stability.
Minor August 19, 2026 Degraded Salesforce Integration Performance 1h 53m US Deployment Region ([US] Chat, Email, and SMS Channels)
Started Aug 19, 2026, 08:21 PM UTC· resolved Aug 19, 2026, 10:14 PM UTC
- investigating Aug 19, 2026, 08:21 PM UTC
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.
- resolved Aug 19, 2026, 10:14 PM UTC
The issue affecting a subset of customers using Salesforce integrations has been resolved. Service has returned to normal. We’ll continue to monitor performance and will reach out directly to any customers where we identified impact.
Major August 17, 2026 Agent Versioning temporarily in read only mode 2h 58m US Deployment Region ([US] Decagon Admin Portal), EU Deployment Region ([EU] Decagon Admin Portal)
Started Aug 17, 2026, 02:35 PM UTC· resolved Aug 17, 2026, 05:33 PM UTC
- investigating Aug 17, 2026, 02:35 PM UTC
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.
- investigating Aug 17, 2026, 04:20 PM UTC
We are continuing to experience an impact to agent versioning as a result of the GitHub outage. Our team is investigating mitigations in the interim.
- investigating Aug 17, 2026, 04:55 PM UTC
This degradation has been resolved and we have seen full recovery in the EU. Impacts are still ongoing for the US deployment region.
- resolved Aug 17, 2026, 05:33 PM UTC
The issue has now been resolved and we have fully recovered
Minor August 10, 2026 Investigating Issue with Certain Voice Conversations - Resolved 3h 21m US Deployment Region ([US] Voice Channel)
Started Aug 10, 2026, 10:17 PM UTC· resolved Aug 11, 2026, 01:38 AM UTC
- investigating Aug 10, 2026, 10:17 PM UTC
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 Aug 10, 2026, 10:49 PM UTC
We’ve deployed a fix for the issue affecting voice conversation latency, and systems are beginning to recover. Our team is monitoring performance and stability closely. We’ll provide another update once we confirm full resolution.
- resolved Aug 11, 2026, 01:38 AM UTC
The issue affecting voice conversation latency has been resolved. Our team has identified the issue and has implemented mitigations. Conversation latency has returned to normal. Impact Window: 3:17pm PT – 6:38pm PT We will continue to monitor and will reach out to impacted teams with a preliminary post-incident review within 48hrs. Thank you for your patience and understanding.
Minor August 5, 2026 Intermittent Service Degradation 1h 7m US Deployment Region ([US] Voice Channel), US Deployment Region ([US] Chat, Email, and SMS Channels), US Deployment Region ([US] Decagon Admin Portal)
Started Aug 05, 2026, 06:32 PM UTC· resolved Aug 05, 2026, 07:39 PM UTC
- investigating Aug 05, 2026, 06:32 PM UTC
Investigating intermittent issues with conversation processing. Our team is actively working on a resolution. We will provide updates as more information becomes available.
- investigating Aug 05, 2026, 07:14 PM UTC
We are continuing to investigate the intermittent issues with conversation processing. Our team is actively working on a resolution. We will provide updates as more information becomes available.
- resolved Aug 05, 2026, 07:39 PM UTC
The issue affecting conversation processing has been resolved. Our team is continuing investigate the RCA.
Minor August 3, 2026 Investigating Intermittent Service Degradation 37m US Deployment Region ([US] Voice Channel), US Deployment Region ([US] Chat, Email, and SMS Channels)
Started Aug 03, 2026, 09:51 PM UTC· resolved Aug 03, 2026, 10:28 PM UTC
- investigating Aug 03, 2026, 09:51 PM UTC
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.
- resolved Aug 03, 2026, 10:28 PM UTC
The issue affecting conversation processing has been resolved. Impact Window: 13:55 PST – 15:02 PST We’ll continue to monitor and will provide a preliminary post-incident review upon request within 48hrs.
Minor July 27, 2026 Issue with admin dashboard ... 1h 24m US Deployment Region ([US] Decagon Admin Portal), EU Deployment Region ([EU] Decagon Admin Portal)
Started Jul 27, 2026, 11:42 AM UTC· resolved Jul 27, 2026, 01:06 PM UTC
No vendor updates were posted for this incident.
Minor July 24, 2026 Increase in Tool Failures 22m US Deployment Region ([US] Voice Channel), US Deployment Region ([US] Chat, Email, and SMS Channels)
Started Jul 24, 2026, 01:42 AM UTC· resolved Jul 24, 2026, 02:04 AM UTC
- investigating Jul 24, 2026, 01:42 AM UTC
We're investigating elevated error rates affecting tool invocations for some conversations.
Major July 16, 2026 Agent Versioning temporaril... 4h 42m US Deployment Region ([US] Decagon Admin Portal), EU Deployment Region ([EU] Decagon Admin Portal)
Started Jul 16, 2026, 07:28 PM UTC· resolved Jul 17, 2026, 12:10 AM UTC
No vendor updates were posted for this incident.
Major July 10, 2026 Service interruptions - Res... 55m US Deployment Region ([US] Decagon Admin Portal), EU Deployment Region ([EU] Decagon Admin Portal)
Started Jul 10, 2026, 04:35 PM UTC· resolved Jul 10, 2026, 05:30 PM UTC
No vendor updates were posted for this incident.
Minor June 26, 2026 Degraded service 5m US Deployment Region ([US] Voice Channel), US Deployment Region ([US] Chat, Email, and SMS Channels)
Started Jun 26, 2026, 08:23 PM UTC· resolved Jun 26, 2026, 08:28 PM UTC
- investigating Jun 26, 2026, 08:23 PM UTC
We are aware of errors affecting some conversations and are actively investigating. We will provide updates as we learn more.
Minor June 2, 2026 Status improving across cha... 14m US Deployment Region ([US] Voice Channel), US Deployment Region ([US] Chat, Email, and SMS Channels)
Started Jun 02, 2026, 06:17 PM UTC· resolved Jun 02, 2026, 06:31 PM UTC
No vendor updates were posted for this incident.