Gladly Outage History

We are seeing sustained recovery with ability to load conversations from the APAC region. We will continue to monitor. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

Starting 12:31 PM PT, we identified issues causing elevated handoffs for Gladly AI conversations. We are working on a fix and will update the Status Page with next steps as soon as possible. Please contact Gladly Support should you have any questions.

We have identified the root cause of this issue and are working on deploying a fix as soon as possible. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

We have identified the issue, and are working as expediently as possible to resolve it. We will continue to update this Status Page every 30 minutes or sooner until resolved. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

We have identified the issue, and are working as expediently as possible to resolve it. We will continue to update this Status Page every 30 minutes or sooner until resolved. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

We have identified the issue, and are deploying a fix. We will continue to update this Status Page every 30 minutes or sooner until resolved. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

We are investigating reports of the "Shared" category in the Reports page missing for Team Manager and Administrator users for Gladly customers who use Insight Builder. Agent-only roles are also currently unable to see the "Language" filter in the Answers Panel. Please contact gladly support should you have any questions.

We have identified the cause for the missing 'Shared' reports category in the Insight Builder and are currently working on a hotfix. Concurrently, we are continuing to investigate why the 'Language' filter is missing for Agent-only users in the Answers Panel.

A hotfix is in progress to resolve the issue where the 'Shared' category is missing for Insight Builder (IB) customers. Concurrently, we have two issues that are still under investigation: one concerning missing Sidekick Journey data missing, and another regarding the missing 'Language' filter within the Answers Panel. Edit - As of 8:58 AM PT, Sidekick Journeys data has been restored.

The fix for the 'Shared' category missing for Insight Builder users is being released to the staging environment for additional testing. The issue causing the 'Language' filter to be missing in the Answers Panel for Agent-only roles remains under investigation.

The fix for the ‘Shared’ category missing for Insight Builder users is released to the staging environment and is actively being tested. The issue causing the ‘Language’ filter to be missing in the Answers Panel for Agent-only roles remains under investigation.

The fix for the ‘Shared’ category missing for Insight Builder users is released to the staging environment and is actively being tested. The issue causing the ‘Language’ filter to be missing in the Answers Panel for Agent-only roles has been identified and a fix is currently in the works. We're aiming to release the fix for both issues at the same time.

We have an identified an issue causing elevated data latency beginning ~4:09 PM PT today on Gladly Reports and Gladly Insight Builder. This issue does not affect the Events API, Webhooks, Liveboards or AWS EventBridge, which continue to function as expected. Please contact gladly support should you have any questions.

We have begun to see intermittent availability for Agents to log in due to a recent fix, and are continuing to prioritize all resources into full recovery. We continue to partner with Cloudflare on their ongoing issues, which we are seeing affect behavior. We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes or sooner. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

One of our partners – Cloudflare – is having a major incident with their network configurations that has caused these issues. You can read more on their Status Page here: https://www.cloudflarestatus.com/incidents/d9n3g1vnxdd2 We continue to work closely with them on a resolution, and will update you as soon as possible here. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

We've identified an issue that's preventing the Journeys page from loading Sidekick data and a fix will be rolled out in the next hour. Please note that this is not affecting Sidekick interactions with customers.

We have identified a potential fix and are working on deploying it. Please contact gladly support should you have any questions.

We have identified an issue causing some customers' Gladly Sidekick Generative AI-powered conversations to hand off prematurely. We are working on a fix and expect to deploy and validate shortly. We will continue to keep the Status Page updated 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.

Gladly Sidekick Generative AI-powered conversations continue to resolve and handoff as expected. In addition, we are working on a fix that may prevent some customers from editing Sidekick Guides and will update the Status Page every 30 minutes or as soon as it is released. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

We are investigating reports of Sidekick issues affecting ability to run and load Guides powered by Generative AI. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

We have identified a fix, and are working on validating it. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

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.

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.

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.

Gladly has identified an intermittent issue with outbound Email delivery, due to an issue with our Email Partner's configurations. 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.

We continue to work with our partner on the intermittent outbound email issues. We 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.

Thank you for your patience as we continue to work with our Email partner while they update their platform. We will continue to update every hour or sooner. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

Gladly has identified an issue with our telephony partner, and are working closely with them to resolve the issues with inbound calls. We 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.

Our telephony partner has identified the issue and is implementing a fix. 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.

Our telephony partner has applied a remediation while continuing to investigate the root cause. We have not seen issues in the past 15 minutes, and will continue to monitor closely. We'll be back with another update in 30 minutes or less. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

Gladly has identified the issue on the OpenAI side, and confirmed they are working on a fix. Additionally, we are working to ensure a smooth transition with our backup systems in place. We are working with our partner 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.

Gladly is continuing to investigate a fix for intermittent issues with delivery status updates: messages are sending to consumers as expected, though delivery statuses may appear delayed on the timeline. We have found that having Agents restart their computer may help to mitigate the issue. We will continue to update 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.

We are implementing a fix, and will continue to work as expediently as possible to resolve this. We 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.