Resolved after 7 hours 21 minutes, affecting CSR AI, on July 2, 2026.
The issue was fully resolved at 1:21 pm ET
Affected components
Update timeline
- investigating Jul 02, 2026, 02:19 PM UTC
We identified an issue affecting our CSR AI voice assistant that some calls were not being handled correctly, resulting in incomplete call experiences.
- investigating Jul 02, 2026, 02:23 PM UTC
We are working with our partner to resolve. In the interim we are going to route calls to our HCP Assist.
- investigating Jul 02, 2026, 03:58 PM UTC
We are still investigating but there calls are being handled by our HCP Assist team.
- investigating Jul 02, 2026, 04:56 PM UTC
We have verified the root cause and a fix in our staging environment. We will deploy the change to production in the next 30 mins. Once validated we will begin to shift traffic back to CSR AI.
- investigating Jul 02, 2026, 08:37 PM UTC
The issue was fully resolved at 1:21 pm ET
- resolved Jul 02, 2026, 09:41 PM UTC
This incident has been resolved.
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