Genesys Cloud incident

X (Twitter) Social Listening Services Impaired

Minor Resolved View vendor source →

Genesys Cloud experienced a minor incident on October 15, 2025 affecting Americas (Sao Paulo) and Americas (Canada) and 1 more component, lasting 10h 49m. The incident has been resolved; the full update timeline is below.

Started
Oct 15, 2025, 11:30 AM UTC
Resolved
Oct 15, 2025, 10:19 PM UTC
Duration
10h 49m
Detected by Pingoru
Oct 15, 2025, 11:30 AM UTC

Affected components

Americas (Sao Paulo)Americas (Canada)Asia Pacific (Seoul)FedRAMPEMEA (UAE)Asia Pacific (Osaka)

Update timeline

  1. identified Oct 15, 2025, 10:14 AM UTC

    Genesys Cloud engineers remain engaged with the third-party vendor as the vendor continues to investigate root cause of the messaging issue within their platform. Next update 07:00 Eastern or sooner as information becomes available

  2. identified Oct 15, 2025, 10:59 AM UTC

    Genesys Cloud engineers remain engaged with the third-party vendor as the vendor continues to investigate root cause. Next update 08:00 Eastern or sooner as information becomes available.

  3. identified Oct 15, 2025, 11:30 AM UTC

    It is confirmed the issue is isolated to the X stream functionality only. Genesys Cloud engineers remain engaged with the third-party vendor as the vendor continues to investigate root cause. Next update 08:00 Eastern or sooner as information becomes available.

  4. identified Oct 15, 2025, 12:56 PM UTC

    Genesys Cloud engineers remain engaged with the third-party vendor as the vendor continues to investigate root cause of the stream error within their platform. Next update 10:00 Eastern or sooner as information becomes available.

  5. identified Oct 15, 2025, 01:55 PM UTC

    Service teams continue to work with the vendor to restore service. Impact remains with Genesys Cloud Social Listening. Inbound and Outbound DMs are working as expected. Next update 11:30AM Eastern or sooner as information becomes available.

  6. identified Oct 15, 2025, 03:30 PM UTC

    Our vendor is continuing to investigate the issue in their API v2 offering, next update 13:00 Eastern or sooner as information becomes available.

  7. identified Oct 15, 2025, 05:00 PM UTC

    Our vendor is still investigating the issue with their API v2 service. The next update will be provided by 14:00 Eastern, or sooner if new information becomes available.

  8. identified Oct 15, 2025, 06:02 PM UTC

    Our vendor is still investigating the issue with their API v2 service. The next update will be provided by 16:00 Eastern, or sooner if new information becomes available.

  9. identified Oct 15, 2025, 07:59 PM UTC

    Our vendor is still investigating the issue with their API v2 service. The next update will be provided by 18:00 Eastern, or sooner if new information becomes available.

  10. resolved Oct 15, 2025, 10:19 PM UTC

    This incident has been resolved.