[US Hosting] Fin is experiencing issues

Update timeline

1. investigating Apr 14, 2026, 11:29 AM UTC

   Status: Investigating Fin is currently experiencing difficulties. Our team is aware of the issue and are currently investigating. We will update you here when we have more information. Affected components Fin AI Agent (Partial outage)

2. investigating Apr 14, 2026, 11:42 AM UTC

   Status: Investigating Our team is continuing to investigate. We'll update you here as soon as we have more specific information. Affected components Fin AI Agent (Full outage)

3. investigating Apr 14, 2026, 11:53 AM UTC

   Status: Investigating We have identified the root cause and are working on a mitigation. Customer Impact: Fin is not currently responding to conversations with those conversations being assigned to the default inbox. There is no data loss. Fin Voice is not successfully handing off conversations to teammates. Affected components Fin AI Agent (Full outage)

4. identified Apr 14, 2026, 12:15 PM UTC

   Status: Identified We have identified the root cause of the issue and are implementing a fix. We’ll update you here once we’ve confirmed our fix has been effective. Affected components Fin AI Agent (Full outage)

5. identified Apr 14, 2026, 12:40 PM UTC

   Status: Identified Fin is replying to conversations, but still cannot escalate to a human agent when necessary. Our team has identified a fix for this issue and is working on applying it. Affected components Fin AI Agent (Partial outage)

6. monitoring Apr 14, 2026, 01:19 PM UTC

   Status: Monitoring As of 13:00 UTC, Fin and Fin Voice are operating normally for new conversations. For conversations during the incident that Fin did not respond and a teammate responded, Fin will not engage. For conversations where Fin or a teammate did not respond, Fin should re-engage with the conversation. We are continuing to re-drive conversations from the period. Affected components Fin AI Agent (Partial outage)

7. monitoring Apr 14, 2026, 01:33 PM UTC

   Status: Monitoring The issue affecting Fin AI Agent and Fin Voice in the US region has been resolved. All services are operating normally. What happened: Between 11:18 and 12:20 UTC on April 14, 2026, a database issue prevented Fin from generating conversation parts in the US region. This affected Fin AI Agent across Messenger, Inbox, and Workflows. Fin Voice experienced an issue where it was unable to hand over conversations to teammates and would terminate calls with an error message at the escalation point. At 12:20 UTC we implemented a mitigation to enable Fin to start delivering answers to customers again. New conversations, or conversations where a customer messaged to Fin again would receive an answer but pre-existing conversations or conversations that had been actioned by a teammate would not receive a reply. At this point escalations from the Fin AI Agent and Fin Voice to customer support teams were not functioning as expected. At 13:00 UTC Fin AI Agent and Fin Voice were functioning as normal for new conversations. At approximately 13:05 UTC we retried any pending Fin conversations that had not yet been actioned by a teammate on workspaces. EU and AU regions were not impacted by this incident. What's next: Reporting data for affected customer workspaces may be incomplete for the duration of the incident window. We are investigating a method for backfilling this data and will provide a follow-up update once that is complete. A full root cause analysis will be forthcoming once all details of the incident have been established. We apologize for the disruption to your business. Affected components Fin AI Agent (Operational)

8. resolved Apr 14, 2026, 02:57 PM UTC

   Status: Resolved The issue affecting Fin AI Agent and Fin Voice in the US region has been resolved. All services are operating normally. What happened: Between 11:18 and 12:20 UTC on April 14, 2026, a database issue prevented Fin from generating conversation parts in the US region. This affected Fin AI Agent across Messenger, Inbox, and Workflows. Fin Voice experienced an issue where it was unable to hand over conversations to teammates and would terminate calls with an error message at the escalation point. At 12:20 UTC we implemented a mitigation to enable Fin to start delivering answers to customers again. New conversations, or conversations where a customer messaged to Fin again would receive an answer but pre-existing conversations or conversations that had been actioned by a teammate would not receive a reply. At this point escalations from the Fin AI Agent and Fin Voice to customer support teams were not functioning as expected. At 13:00 UTC Fin AI Agent and Fin Voice were functioning as normal for new conversations. At approximately 13:05 UTC we retried any pending Fin conversations that had not yet been actioned by a teammate on workspaces. EU and AU regions were not impacted by this incident. What's next: Reporting data for affected customer workspaces may be incomplete for the duration of the incident window. We are investigating a method for backfilling this data and will provide a follow-up update once that is complete. A full root cause analysis will be forthcoming once all details of the incident have been established. We apologize for the disruption to your business. Affected components Fin AI Agent (Operational)