P0 - Disruption on our platform
Timeline · 1 update
- resolved Aug 26, 2026, 08:21 AM UTC
From 18:12 - 18:17 we encountered a global platform disruption.
iAdvize Outage History
iAdvize is up right nowiAdvize had 29 outages in the last 2 years totaling 47h 21m of downtime — averaging 1.2 incidents per month.
There were 29 iAdvize outages since September 2, 2024 totaling 47h 21m of downtime. Each is summarised below — incident details, duration, and resolution information.
P1 - Platform disruption: Knowledge Library & AISA unavailable
Timeline · 1 update
- resolved Jun 17, 2026, 12:13 PM UTC
We experienced disruptions on our platform impacting knowledge libraries are not accessible in the admin, and AISA / Conversation Starters are returning empty messages / no responses. From 1:40pm to 2:02pm
P0 - Platform disruptions
Timeline · 1 update
- resolved Apr 09, 2026, 10:05 AM UTC
We experienced minor slowdowns starting at 11:00. From 11:40, there was a spike in errors: Agents were unable to log in to the desk, no conversations were received, and there were slowdowns on the admin side in particular. The issue has now been resolved, but we continue to monitor the situation. Thank you for your understanding.
P1 - Copilot Conversation Processing Disruption
Affected: AI Shopping Assistant
Timeline · 1 update
- resolved Mar 06, 2026, 11:02 AM UTC
We experienced a disruption affecting Copilot conversation processing (Duration: 11:05 - 11:25 (UTC) | 20 minutes) due to internal misconfiguration. The issue has been fully resolved. We apologize for any inconvenience and thank you for your patience.
P1 - Whatsapp conversation processing is blocked
Affected: FacebookFacebook MessengerWhatsAppSMS
Timeline · 4 updates
- investigating Feb 27, 2026, 08:29 AM UTC
We are currently experiencing an issue with the social channel. You will not be able to send or receive messages in social conversations. We are working on it.
- identified Feb 27, 2026, 08:34 AM UTC
The issue has been identified and a fix is being implemented.
- monitoring Feb 27, 2026, 08:38 AM UTC
A fix has been implemented and we are monitoring the results.
- resolved Feb 27, 2026, 08:55 AM UTC
This incident has been resolved.
P2 - Random errors with our Shopping Assistant
Timeline · 1 update
- resolved Jan 30, 2026, 08:21 AM UTC
The Shopping Assistant experienced random disruptions between 2:40 PM and 3:00 PM (CET). Conversations were initiated by visitors, but the Shopping Assistant was not always able to respond systematically. The issue has been identified and fixed. Thank you for your understanding.
P2 - Random network connectivity issue between the Shopping Assistant and its knowledge base.
Timeline · 1 update
- resolved Jan 23, 2026, 01:22 PM UTC
Our shopping assistant experienced random disruptions between 1:17pm and 1:48pm. Conversations were initiated by visitors, but the Shopping Assistant did not respond consistently. The issue has been identified and fixed. Thank you for your understanding.
P2 - Latency in Copilot's response time
Affected: AI Shopping Assistant
Timeline · 4 updates
- investigating Dec 01, 2025, 02:10 PM UTC
We're currently experiencing some technical issues causing our Copilots to respond slowly. We are investigating.
- investigating Dec 01, 2025, 03:01 PM UTC
We are continuing to investigate the issue.
- monitoring Dec 01, 2025, 03:59 PM UTC
Issue is now mitigated. Copilot is back to normal.
- resolved Dec 01, 2025, 04:15 PM UTC
This incident has been resolved.
P2 - It is no longer possible to record a date using the selector in certain reports.
Affected: Statistics (conversations)
Timeline · 4 updates
- identified Nov 17, 2025, 09:00 AM UTC
The issue has been identified and a fix is being implemented.
- identified Nov 17, 2025, 09:13 AM UTC
A fix is currently being published.
- monitoring Nov 17, 2025, 09:23 AM UTC
A fix has been implemented and we are monitoring the results.
- resolved Nov 17, 2025, 11:21 AM UTC
This incident has been resolved.
P3 - Desk agent session issues
Timeline · 1 update
- resolved Oct 29, 2025, 03:02 PM UTC
A deployment on Oct 27, 2025 3:21 PM intended to extend Admin session duration to 1 hour unintentionally reduced Desk agent session duration from 1 day to 1 hour. So, Desk agents were forced to re-authenticate hourly until the fix was deployed on Oct 28, 2025 1:57 PM. Sorry for the commotion.
P1 - Ongoing disruption on Copilot feature and Knowledges ingestion
Affected: AI Shopping AssistantCopilot for AgentBot service (except AI features)
Timeline · 8 updates
- investigating Oct 06, 2025, 07:30 AM UTC
The copilot feature is facing issues. Message processing is significantly slower. The ingestion and processing of knowledge bases feeding the copilots is also significantly slowed down. We suspect a network failure at our LLM provider.
- investigating Oct 06, 2025, 07:36 AM UTC
The issue is identified: Looks like we are facing connexion issues between iAdvize and our LLM provider. We are investigating further.
- identified Oct 06, 2025, 07:38 AM UTC
We are looking for alternatives to restore the platform to normal operation as quickly as possible.
- investigating Oct 06, 2025, 07:42 AM UTC
We are continuing to investigate this issue.
- monitoring Oct 06, 2025, 08:14 AM UTC
We have implemented a solution to mitigate the problem. We are monitoring Copilot.
- identified Oct 06, 2025, 08:27 AM UTC
As we are not seeing any improvement, we are trying to implement another solution to mitigate the issue.
- monitoring Oct 06, 2025, 08:53 AM UTC
The latest correction has been successfully completed. Copilot is back and working as expected.
- resolved Oct 06, 2025, 03:52 PM UTC
This incident has been resolved.
P1 - Disturbances on conversation flow from social channels
Affected: FacebookMessage exchangeFacebook MessengerConversation closureWhatsAppSMS
Timeline · 5 updates
- investigating Sep 23, 2025, 11:08 AM UTC
We are currently experiencing disruptions on our platform affecting its proper functioning. It is difficult to respond to visitors and to close conversations from Social channels.
- monitoring Sep 23, 2025, 11:18 AM UTC
A fix has been implemented and we are monitoring the results.
- monitoring Sep 23, 2025, 11:34 AM UTC
We are continuing to monitor for any further issues on social channels.
- monitoring Sep 23, 2025, 11:35 AM UTC
We are continuing to monitor for any further issues.
- resolved Sep 24, 2025, 08:37 AM UTC
This incident has been resolved.
P1 - Conversation creation instabilities
Affected: Chat
Timeline · 4 updates
- investigating Sep 18, 2025, 10:13 AM UTC
We are currently facing an issue. The creation of conversations is impacted
- identified Sep 18, 2025, 10:17 AM UTC
The issue has been identified, and a fix is currently being deployed.
- monitoring Sep 18, 2025, 10:35 AM UTC
A fix has been implemented. We are monitoring the solution.
- resolved Sep 18, 2025, 11:43 AM UTC
This incident has been resolved.
P1 - General instabilities
Affected: Conversation viewsMessage exchangeConversation closureConversation transferMirroring / CobrowsingCanned answer
Timeline · 4 updates
- investigating Sep 08, 2025, 07:50 AM UTC
We are currently facing an issue. The creation of conversations is impacted Handling conversations in the Desk might be impacted too
- identified Sep 08, 2025, 07:59 AM UTC
The issue has been identified, and a fix is currently being deployed.
- monitoring Sep 08, 2025, 08:07 AM UTC
A fix has been implemented. We are monitoring the solution.
- resolved Sep 08, 2025, 10:49 AM UTC
On 07/09 (07:01–07:18 CET) and 08/09 (09:37–09:55 CET), the iAdvize platform experienced instability due to issues with our networking service. 07/09: The platform (Admin, Desk, Livechat) was unavailable. Services were restored after a restart. 08/09: Livechat and Desk were unstable. Admin remained operational. Services were restored after a system reboot. Everything is now fully operational. We are reinforcing our systems to avoid a recurrence. We sincerely apologize for the inconvenience caused.
P2 - Limited Bot Presence
Affected: Engagement NotificationDistribution settingsBot service (except AI features)
Timeline · 1 update
- resolved Aug 20, 2025, 01:57 PM UTC
Between August 19th 16:48 and August 20th 10:45, we experienced a disruption that affected the availability of certain Bots (Copilot + Workflow). Due to a technical issue in the synchronization process, certain Bots were incorrectly shown as unavailable. This impacted only a subset of our clients, where some engagement notifications were not displayed, and conversation creation was reduced. The issue was resolved on August 20th at 10:45 by restarting the impacted services. We are adding automated monitoring and restart mechanisms to prevent this from happening again and to ensure faster recovery in case of future incidents. We sincerely apologize for the inconvenience caused, and thank you for your understanding.
P1 - Notification not showing on websites
Affected: Engagement Notification
Timeline · 6 updates
- investigating Jul 03, 2025, 07:12 AM UTC
We are currently facing an issue. Notification won't display on websites
- investigating Jul 03, 2025, 07:14 AM UTC
We are continuing to investigate this issue.
- identified Jul 03, 2025, 07:16 AM UTC
The issue has been identified and a fix is deployed.
- identified Jul 03, 2025, 07:20 AM UTC
The issue is resolved. We are monitoring the whole solution.
- monitoring Jul 03, 2025, 07:35 AM UTC
The latest patch is released. We are monitoring the solution.
- resolved Jul 03, 2025, 07:54 AM UTC
The issue is resolved.
P1 - Copilots are not responding & conversation instability
Affected: AI Shopping AssistantStatistics (conversations)
Timeline · 3 updates
- investigating Jun 19, 2025, 01:45 PM UTC
We are having a production issue right now, the bots are not able to reply to visitors and conversation report is not displaying conversations, we are currently investigating the cause
- monitoring Jun 19, 2025, 01:49 PM UTC
We found the root cause of the issue. Yet, a fix is live. All is working normally. We keep monitoring the production.
- resolved Jun 19, 2025, 03:45 PM UTC
This incident has been resolved.
P1 - Copilots are not responding & conversation report instability
Affected: AI Shopping AssistantStatistics (conversations)
Timeline · 3 updates
- investigating Jun 19, 2025, 08:39 AM UTC
We are having a production issue right now, the bots are not able to reply to visitors and conversation report is not displaying conversations, we are currently investigating the cause
- monitoring Jun 19, 2025, 08:45 AM UTC
We found the root cause of the issue. Yet, a fix is live. All is working normally. We keep monitoring the production.
- resolved Jun 19, 2025, 08:57 AM UTC
This incident has been resolved.
P2 - stats indexing problem
Affected: Statistics (conversations)
Timeline · 6 updates
- investigating May 31, 2025, 12:57 PM UTC
We are facing an issue related to the stats. Some of them won't update for now. We are currently working on this.
- investigating May 31, 2025, 01:10 PM UTC
We are still performing actions to resolve the stats indexation issue.
- investigating May 31, 2025, 01:31 PM UTC
We are performing new actions to mitigate the issue. The root cause is partially found.
- monitoring May 31, 2025, 01:47 PM UTC
All stats are now displayed. We are monitoring now.
- monitoring May 31, 2025, 02:29 PM UTC
We are continuing to monitor for any further issues.
- resolved May 31, 2025, 02:36 PM UTC
The issue is resolved
P1 - Copilots are not responding
Affected: AI Shopping AssistantCopilot for AgentBot service (except AI features)
Timeline · 3 updates
- investigating May 22, 2025, 08:30 AM UTC
We are having a production issue right now, the bots are not able to reply to visitors, we are currently investigating the cause
- monitoring May 22, 2025, 08:41 AM UTC
We found the root cause of the issue. Yet, a fix is live. All is working normally. We keep monitoring the production.
- resolved May 22, 2025, 09:04 AM UTC
This incident has been resolved.
P1 - Impossiblity for Visitors and Agents to start a video conversation
Affected: Video
Timeline · 3 updates
- investigating May 06, 2025, 04:57 PM UTC
Please know that the video stream conversations between Visitors and Agents are out of order. We are investigating the issue.
- identified May 06, 2025, 05:06 PM UTC
The issue has been identified and a fix is being fixed.
- resolved May 06, 2025, 05:14 PM UTC
This incident has been resolved.
P1 - Impossibility for visitors to create a conversation
Timeline · 1 update
- resolved Apr 14, 2025, 03:38 PM UTC
A brief 9-minute incident (from 5p.m to 5:09p.m CET) impacted conversation creation, temporarily preventing visitors from reaching agents. The issue was promptly identified and resolved, and services are now fully operational. We are monitoring the situation to ensure continued stability.
P1 - Bots stopped responding to visitors
Timeline · 1 update
- resolved Feb 14, 2025, 08:48 AM UTC
On Thursday, February 13, there were disruptions related to the bots. From 16:54 to 17:38 CET, the chatbots did not receive visitor messages and were unable to respond to conversations. As a result, those conversations were left unanswered and were closed by the auto-closing bot feature.
P1 - Perturbations in engagement and conversation creation
Affected: Engagement Notification
Timeline · 3 updates
- investigating Feb 03, 2025, 02:51 PM UTC
You may experience some disturbances on conversation routing since 3:39pm CET. We are currently investigating this issue and its impacts. We keep you informed, thanks for your patience and understanding.
- monitoring Feb 03, 2025, 02:57 PM UTC
A fix has been implemented, and everything is back to normal. You should be able to see notifications on your Website again. We keep monitoring the production. Thank you.
- resolved Feb 03, 2025, 04:49 PM UTC
This incident has been resolved since 3:48pm.
P1 - Impossibility for visitors to start new conversations
Affected: ChatVideoMobile SDK
Timeline · 4 updates
- investigating Dec 18, 2024, 01:39 PM UTC
It is not possible for visitors to start conversations. This incident is impacting all our services. Our technical team is currently looking into the issue, we will update you as we learn more.
- investigating Dec 18, 2024, 01:41 PM UTC
Please note that ongoing conversations are not impacted. Only new conversations can't be created
- monitoring Dec 18, 2024, 01:47 PM UTC
We found the root cause of the issue. Yet, a fix is live. All is working normally since 2:40pm (CET) We keep monitoring the production.
- resolved Dec 18, 2024, 02:28 PM UTC
This incident has been resolved