Gorgias incident

Voice and SMS Services Disruption

Major Resolved View vendor source →

Gorgias experienced a major incident on October 20, 2025 affecting Native Phone, lasting 1d. The incident has been resolved; the full update timeline is below.

Started
Oct 20, 2025, 08:23 AM UTC
Resolved
Oct 21, 2025, 08:35 AM UTC
Duration
1d
Detected by Pingoru
Oct 20, 2025, 08:23 AM UTC

Affected components

Native Phone

Update timeline

  1. identified Oct 20, 2025, 08:23 AM UTC

    We are currently experiencing disruptions to our phone services due to an ongoing outage at Twilio (https://status.twilio.com), our telephony provider. This issue is related to a broader AWS incident affecting multiple services. Impact: - Incoming and outgoing calls may fail or experience delays. - inbound/ outbound SMS may fail or experience delays.

  2. monitoring Oct 20, 2025, 11:06 AM UTC

    AWS and Twilio report signs of recovery. On our side, we are seeing very slow signs of recovery for Inbound voice calls. However, outbound voice calls and SMS remain disrupted. We are monitoring the situation.

  3. monitoring Oct 20, 2025, 12:18 PM UTC

    We are now seeing signs of recovery for inbound/outbound voice calls and SMS. Services are gradually returning to normal. We continue to monitor closely.

  4. monitoring Oct 20, 2025, 01:29 PM UTC

    We are seeing partial recovery for inbound/outbound voice calls and SMS, though our phone provider remains impacted by today’s AWS outage. Some services may still experience interruptions. We are monitoring the situation closely.

  5. monitoring Oct 20, 2025, 02:35 PM UTC

    Voice (inbound/outbound) services have recovered. SMS remains disrupted due to an ongoing outage at our provider, Twilio (status.twilio.com). We continue to monitor the situation.

  6. monitoring Oct 20, 2025, 05:54 PM UTC

    Our phone provider is still experiencing instability with voice services due to today’s AWS outage. Some call distributions are failing, and we’re also seeing errors when processing call recordings and voicemails. We are implementing workarounds to mitigate some of these issues.

  7. monitoring Oct 20, 2025, 07:59 PM UTC

    Call distribution errors have been mitigated, and no further issues with processing recordings have been observed for the past hour. Voice services are stabilizing. Monitoring continues

  8. resolved Oct 21, 2025, 08:35 AM UTC

    All voice and SMS functionalities have been fully restored and are operating normally.