Gladly experienced a minor incident on June 5, 2025 affecting Channel - SMS, lasting 3h 55m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jun 05, 2025, 04:54 PM UTC
Gladly is investigating an SMS filtering issue with Twilio, our Telephony Partner. We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
- identified Jun 05, 2025, 05:07 PM UTC
Gladly has identified an issue with false positives on SMS filtering with Verizon Wireless numbers. Agents might see messages that should normally send instead fail. This is due to an incident with Twilio. You can read more on their status page here: https://status.twilio.com/incidents/8hh1zhb324h6 We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
- identified Jun 05, 2025, 05:51 PM UTC
We continue to work with our Telephony Partner on the outbound SMS filtering issues. We will update this page in 60 minutes or sooner with updates. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
- identified Jun 05, 2025, 07:01 PM UTC
We continue to work closely with Twilio on the intermittent SMS failures to the Verizon network. We will be in touch as soon as we have an update! Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
- monitoring Jun 05, 2025, 07:58 PM UTC
Twilio has deployed a fix, and we are observing recovery. We will continue to monitor the system and provide updates if necessary. We'll send our final update on this issue once we conclude our monitoring and confirm the issue is resolved. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
- resolved Jun 05, 2025, 08:50 PM UTC
After actively monitoring system performance, we are happy to report that this issue is now resolved and Gladly is fully operational. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.