Intercom Outage History

Status: Resolved On April 27, 2026, between approximately 11:14 UTC and 12:52 UTC, customers hosted in our Australia region experienced errors and timeouts when using the Intercom REST API. Requests to the API would fail with timeout errors. Fin, the Intercom Inbox, and the Messenger were not affected during this window. Confirmed that the fix implemented resolved the issue, service is operating normally. Affected components REST API (Operational)

Status: Resolved This issue should now be resolved and all services are restored to normal functionality. Please don’t hesitate to reach out to [email protected]: mailto:[email protected] if you have any further questions or if you’re still seeing any unexpected behaviour Affected components Fin AI Agent (Operational)

Status: Resolved This issue should now be resolved and all services are restored to normal functionality. Please don’t hesitate to reach out to [email protected]: mailto:[email protected] if you have any further questions or if you’re still seeing any unexpected behaviour Affected components Fin AI Agent (Operational)

Status: Resolved This issue should now be resolved and all services are restored to normal functionality. Please don’t hesitate to reach out to [email protected]: mailto:[email protected] if you have any further questions or if you’re still seeing any unexpected behaviour Affected components Fin AI Agent (Operational)

Status: Resolved On April 21, 2026, between 09:57 UTC and 10:24 UTC, Fin was unable to reliably respond to customer conversations in the EU region. The issue has now been resolved and Fin is operating as expected. We will follow up with a full Root Cause Analysis once we understand the technical details of the issue. Affected components Fin AI Agent (Operational) Inbox (Operational) Webhooks (Operational) Help Center (Operational) Web Messenger (Operational) Outbound (Operational) REST API (Operational) Omnichannel (Operational) Apps and Integrations (Operational) Reporting (Operational) Other (Operational) Mobile Messenger (Operational) Phone (Operational) Copilot (Operational) Tickets (Operational) Knowledge Hub (Operational)

Status: Resolved We experienced elevated 5xx errors with our help center product between 16:00 UTC to 16:40 UTC. The issue has been resolved and all functionality should be back to normal. Please don’t hesitate to reach out to [email protected]: mailto:[email protected] if you have any further questions or if you’re still seeing any unexpected behaviour. Affected components Web Messenger (Operational) Copilot (Operational) Tickets (Operational) Reporting (Operational) Knowledge Hub (Operational) Other (Operational) Mobile Messenger (Operational) Phone (Operational) REST API (Operational) Omnichannel (Operational) Help Center (Operational) Apps and Integrations (Operational) Inbox (Operational) Fin AI Agent (Operational) Webhooks (Operational) Outbound (Operational)

Status: Resolved This issue should now be resolved and all services are restored to normal functionality. Please don’t hesitate to reach out to [email protected]: mailto:[email protected] if you have any further questions or if you’re still seeing any unexpected behaviour Affected components Help Center (Operational) Fin AI Agent (Operational) Inbox (Operational) Phone (Operational) REST API (Operational) Webhooks (Operational) Outbound (Operational) Other (Operational) Reporting (Operational) Knowledge Hub (Operational) Web Messenger (Operational) Copilot (Operational) Tickets (Operational) Omnichannel (Operational) Mobile Messenger (Operational) Apps and Integrations (Operational)

Status: Resolved We experienced elevated 5xx errors with our help center product between 16:00 UTC to 16:40 UTC. The issue has been resolved and all functionality should be back to normal. Please don’t hesitate to reach out to [email protected]: mailto:[email protected] if you have any further questions or if you’re still seeing any unexpected behaviour. Affected components Fin AI Agent (Operational) Other (Operational) Inbox (Operational) Webhooks (Operational) Copilot (Operational) Tickets (Operational) Knowledge Hub (Operational) Mobile Messenger (Operational) Web Messenger (Operational) Phone (Operational) Apps and Integrations (Operational) REST API (Operational) Omnichannel (Operational) Help Center (Operational) Reporting (Operational) Outbound (Operational)

Status: Resolved This issue should now be resolved and all services are restored to normal functionality. Please don’t hesitate to reach out to [email protected]: mailto:[email protected] if you have any further questions or if you’re still seeing any unexpected behaviour Affected components Mobile Messenger (Operational) Reporting (Operational) REST API (Operational) Tickets (Operational) Omnichannel (Operational) Knowledge Hub (Operational) Outbound (Operational) Other (Operational) Webhooks (Operational) Apps and Integrations (Operational) Web Messenger (Operational) Fin AI Agent (Operational) Inbox (Operational) Phone (Operational) Copilot (Operational) Help Center (Operational)

Status: Resolved We experienced elevated 5xx errors with our help center product between 16:00 UTC to 16:40 UTC. The issue has been resolved and all functionality should be back to normal. Please don’t hesitate to reach out to [email protected]: mailto:[email protected] if you have any further questions or if you’re still seeing any unexpected behaviour. Affected components Other (Operational) Web Messenger (Operational) Omnichannel (Operational) Knowledge Hub (Operational) Outbound (Operational) Fin AI Agent (Operational) Webhooks (Operational) Copilot (Operational) Reporting (Operational) Mobile Messenger (Operational) Inbox (Operational) Phone (Operational) REST API (Operational) Tickets (Operational) Help Center (Operational) Apps and Integrations (Operational)

Status: Resolved This issue should now be resolved and all services are restored to normal functionality. Please don’t hesitate to reach out to [email protected]: mailto:[email protected] if you have any further questions or if you’re still seeing any unexpected behaviour Affected components REST API (Operational) Omnichannel (Operational) Apps and Integrations (Operational) Reporting (Operational) Other (Operational) Inbox (Operational) Phone (Operational) Tickets (Operational) Knowledge Hub (Operational) Web Messenger (Operational) Webhooks (Operational) Copilot (Operational) Mobile Messenger (Operational) Fin AI Agent (Operational) Help Center (Operational) Outbound (Operational)

Status: Resolved Between ~18.00 - ~23.00 UTC on the 8th April, a subset of customers experienced intermittent issues with email forwarding in the Intercom Inbox. During the incident Google has an incident open related to delivery issue that was impacting inbound support emails. The team continues to confirm root cause with an RCA to follow. This issue should now be resolved and all services are restored to normal functionality. Affected components Inbox (Operational)

Status: Resolved Between ~18.00 - ~23.00 UTC on the 8th April, a subset of customers experienced intermittent issues with email forwarding in the Intercom Inbox. During the incident Google has an incident open related to delivery issue that was impacting inbound support emails. The team continues to confirm root cause with an RCA to follow. This issue should now be resolved and all services are restored to normal functionality. Affected components Inbox (Operational)

Status: Resolved Between ~18.00 - ~23.00 UTC on the 8th April, a subset of customers experienced intermittent issues with email forwarding in the Intercom Inbox. During the incident Google has an incident open related to delivery issue that was impacting inbound support emails. The team continues to confirm root cause with an RCA to follow. This issue should now be resolved and all services are restored to normal functionality. Affected components Inbox (Operational)

Status: Resolved We experienced elevated errors and latency on the Conversations API, specifically with the search method. The impact occurred between 11.47 UTC and 12.18 UTC. Please don’t hesitate to reach out to [email protected]: mailto:[email protected] if you have any further questions or if you’re still seeing any unexpected behaviour. Affected components Mobile Messenger (Operational) Fin AI Agent (Operational) Help Center (Operational) Knowledge Hub (Operational) Outbound (Operational) Webhooks (Operational) REST API (Operational) Reporting (Operational) Web Messenger (Operational) Inbox (Operational) Phone (Operational) Copilot (Operational) Apps and Integrations (Operational) Other (Operational) Tickets (Operational) Omnichannel (Operational)

Status: Resolved This issue should now be resolved and all services are restored to normal functionality. Please don’t hesitate to reach out to [email protected]: mailto:[email protected] if you have any further questions or if you’re still seeing any unexpected behaviour Affected components Inbox (Operational)

Status: Resolved Reporting data is back up to date. Affected components Reporting (Operational)

Status: Resolved This issue should now be resolved and all services are restored to normal functionality. Affected components Mobile Messenger (Operational) Web Messenger (Operational) Inbox (Operational)

Status: Resolved This incident is resolved. The Inbox had high latency and errors between 15:44 UTC and 16:07 UTC. The Messenger was impacted between 16:03 UTC and 16:09 UTC. We will provide a root cause analysis here within 48 hours. Affected components Inbox (Operational)