Chatbot not working Goodiebox
Timeline · 1 update
- investigating Aug 09, 2026, 02:56 PM UTC
We are currently investigating this issue.
Kindly Outage History
Kindly is up right nowKindly had 23 outages in the last 2 years totaling 141h 56m of downtime — averaging 0.9 incidents per month.
There were 23 Kindly outages since September 10, 2024 totaling 141h 56m of downtime. Each is summarised below — incident details, duration, and resolution information.
Genesys Handover / Livechat issue
Timeline · 1 update
- resolved Jul 29, 2026, 10:52 AM UTC
Around 13:30 CEST tere was a small bug introduced in a maintenance patch for our Genesys integration, that unfortunately affected all handovers. The bug was quickly solved after discovery around 14:30, and we have introduced regression test to avoid the issue in the future. We apologise for the inconvenience and we will do our best to make sure it doesn't happen again.
Performance issues for Voicebot
Timeline · 1 update
- resolved Jul 22, 2026, 01:03 PM UTC
Our Voicebot providers are facing performance issues causing certain calls to drop during conversations. We are doing our best to troubleshoot the situation and restore performance.
Performance-issues with AI-matching causing messaging delivery issues and increased fallback rates
Affected: Bot message delivery
Timeline · 3 updates
- identified Jun 11, 2026, 03:25 PM UTC
Our providers are having performance issues cause degraded bot-performance. We are monitoring the situation and doing our best to restore performance
- monitoring Jun 11, 2026, 03:45 PM UTC
A fix has been implemented, and we are seeing improved performance. We continue monitoring the situation.
- resolved Jun 11, 2026, 06:01 PM UTC
Performance is stable and the incident is resolved.
Performance-issues with AI-matching causing increased fallback rates
Affected: Bot message delivery
Timeline · 6 updates
- identified May 20, 2026, 09:30 AM UTC
We are working as hard as we can to restore performance
- identified May 20, 2026, 11:40 AM UTC
We are still working on restoring optimal performance
- identified May 20, 2026, 12:42 PM UTC
We are still experiencing inconsistent performance issues with AI-matching and Bot-outpus. Working as hard as we can to fix
- identified May 20, 2026, 01:08 PM UTC
We are still working on the issue causing failed message delivery and error codes in several bots. Coming back with an update as soon as possible
- monitoring May 20, 2026, 01:21 PM UTC
We have implemented a fix and seeing improved performance. We continue monitoring the behavior
- resolved May 20, 2026, 08:47 PM UTC
This incident has been resolved.
LLM issues affecting AI-generated answers
Affected: Bot message delivery
Timeline · 6 updates
- investigating May 19, 2026, 12:18 PM UTC
We are experiencing LLM-issues that could affect AI-generated answers and fallback rates
- identified May 19, 2026, 02:13 PM UTC
The behaviour seems inconsistent, while we are working on a fix
- monitoring May 19, 2026, 03:49 PM UTC
The behaviour looks more stable, but there could still be instances of partially degraded performance.
- monitoring May 19, 2026, 04:07 PM UTC
We are continuing to monitor for any further issues.
- monitoring May 19, 2026, 04:07 PM UTC
The behaviour looks more stable, and we are monitoring the behaviour.
- resolved May 19, 2026, 06:39 PM UTC
This incident has been resolved.
Platform is down
Affected: Analytics dashboardPlatform app
Timeline · 5 updates
- investigating Mar 12, 2026, 11:09 AM UTC
Platform is currently down, we are investigating
- investigating Mar 12, 2026, 11:13 AM UTC
We are continuing to investigate this issue.
- investigating Mar 12, 2026, 11:35 AM UTC
We are continuing investigating this issue, follow this page for updates
- monitoring Mar 12, 2026, 11:43 AM UTC
A fix has been implemented and we are monitoring the results
- resolved Mar 12, 2026, 12:05 PM UTC
The incident have been resolved. Platform is back up and stable. There will be an internal post-mortem incident report.
Partial downtime in analytics
Affected: Analytics dashboard
Timeline · 4 updates
- identified Mar 08, 2026, 11:55 AM UTC
The issue has been identified and we are implementing a fix
- monitoring Mar 08, 2026, 12:02 PM UTC
A fix has been implemented and we are monitoring the results
- resolved Mar 08, 2026, 08:10 PM UTC
This incident has been resolved.
- postmortem Mar 09, 2026, 10:59 AM UTC
On Sunday March 8, some analytics data in Kindly was not updating as expected. This meant dashboards and reporting could show older information than normal during that period. This issue did **not** affect chatbot availability or customer conversations, and no data was lost. Once identified, we restored the sync and updated the delayed analytics data. All systems are now operating normally.
Analytics in Bot Dashboard is down
Affected: Analytics dashboard
Timeline · 2 updates
- investigating Feb 11, 2026, 10:31 AM UTC
We are currently investigating this issue.
- resolved Feb 11, 2026, 10:33 AM UTC
Incident resolved
Communication between chat clients and our servers is overloaded because of a reliability update
Affected: Bot message delivery
Timeline · 3 updates
- identified Jan 27, 2026, 11:26 AM UTC
Because of some reliability changes we are experiencing problems between bubble and server connection, We identified the reason and we are trying to get it out as soon as possible. Due to how browser caching works, it will take some time to get it effective. Thanks for your patience.
- monitoring Jan 27, 2026, 11:36 AM UTC
A fix has been implemented and we are getting reports of working bots, we are still monitoring
- resolved Jan 27, 2026, 03:07 PM UTC
This incident has been resolved.
Migration on Kindly Inbox Databases
Affected: Kindly Chat messaging client
Timeline · 2 updates
- monitoring Jan 26, 2026, 08:31 PM UTC
We are doing a migration on our databases for the Kindly Inbox website. If you are having connection troubles like messages not appearing unless a refresh, we are suggesting logging off and logging in again. If the problems continue please notify us.
- resolved Jan 27, 2026, 11:23 AM UTC
This incident has been resolved.
Analytics dashboards fails to load
Affected: Analytics dashboard
Timeline · 3 updates
- identified Jan 06, 2026, 03:05 PM UTC
One of our providers responsible for loading our dashboards are having issues atm causing dashboards in your bot not to load. They are aware and working on a fix. No data will be lost. It is only affecting visually loading the data.
- monitoring Jan 06, 2026, 05:34 PM UTC
Partially solved by the vendor. Several tests show normal behaviour, but it can still occur that the dashboards fail to initialise.
- resolved Jan 07, 2026, 08:37 AM UTC
The issue was resolved by the vendor at 21:40 6th of January
Platform & Chat widget is not accessible
Affected: Platform appHandover to human chatKindly Chat messaging client
Timeline · 8 updates
- identified Nov 18, 2025, 12:01 PM UTC
Cloudflare has issues, causing part of Kindly among many other services to be down: https://www.cloudflarestatus.com/
- identified Nov 18, 2025, 12:01 PM UTC
We are continuing to work on a fix for this issue.
- identified Nov 18, 2025, 12:05 PM UTC
Bots respond if you managed to load the widget before cloudflare stopped working. From cloudflare: Investigating - Cloudflare is aware of, and investigating an issue which potentially impacts multiple customers. Further detail will be provided as more information becomes available.
- monitoring Nov 18, 2025, 12:12 PM UTC
All systems seems to be back up, but Claudflare still reports error. Assuming our dependency is solved, while others still waiting. Will monitor going forward.
- identified Nov 18, 2025, 12:27 PM UTC
Down again. Same reason.
- identified Nov 18, 2025, 12:29 PM UTC
Working again. Calling it "partial outage" until Cloudflare is fully up and running.
- identified Nov 18, 2025, 12:36 PM UTC
Update from Cloudflare: We are seeing services recover, but customers may continue to observe higher-than-normal error rates as we continue remediation efforts.
- resolved Nov 18, 2025, 03:03 PM UTC
From Cloudflare: A fix has been implemented and we believe the incident is now resolved. We are continuing to monitor for errors to ensure all services are back to normal.
Bots & Platform not responding when using Telenor networks
Affected: Bot message deliveryPlatform app
Timeline · 10 updates
Isolated Workstation Configuration Issue
Timeline · 1 update
- resolved Aug 27, 2025, 02:47 PM UTC
An employee’s laptop was inadvertently connected directly to their home internet service, bypassing a router/firewall and exposing network ports to the public internet. Automated bots scanning the internet identified an exposed service running inside a Docker container and exploited a vulnerability to deploy a cryptominer within that container. The container held some chatbot configuration files only; it did not contain sensitive or personal data. Our investigation to date shows no evidence of data leakage or any other breach beyond the cryptominer. We are reinforcing endpoint and network configuration requirements to prevent recurrence.
Handover to human chat are failing
Affected: Handover to human chat
Timeline · 4 updates
- investigating Apr 14, 2025, 09:29 AM UTC
We are currently investigating the issue.
- investigating Apr 14, 2025, 09:32 AM UTC
We are continuing to investigate this issue.
- monitoring Apr 14, 2025, 09:51 AM UTC
Issue seemed to be solved. Currently monitoring and understanding what caused the issue.
- resolved Apr 14, 2025, 12:18 PM UTC
This incident has been resolved.
Kindly Inbox (Live chat) responds slowly
Affected: Handover to human chat
Timeline · 3 updates
- investigating Mar 18, 2025, 10:45 AM UTC
Currently investigating the issue.
- investigating Mar 18, 2025, 01:43 PM UTC
No clear reason yet, still investigating
- resolved Mar 18, 2025, 05:27 PM UTC
This incident has been resolved.
Upgrading analytics database
Affected: Analytics dashboard
Timeline · 3 updates
- identified Jan 15, 2025, 05:20 PM UTC
During a routing maintenance upgrade of the analytics and unexpected event happened that requires us to reboot the database service. While this is ongoing analytics dashboards may be unavailable for some time. During this, all chatbot operations work as normal and all analytics events are recorded in a queue and no data is lost. Only the ability to view the data will be temporarily unavailable.
- monitoring Jan 16, 2025, 12:15 AM UTC
It has been determined that there is a bug in the analytics database that affects the behavior for how Kindly calculates sessions. We have an open ticket with the database provider where they have acknowledged this bug and are working on a fix, but they don't know how long it will take. In order to restore most of the functionality of the database we have disabled a part of the sessions calculation before resuming normal analytics operations. This will affect stats in dashboards that measure sessions. We will resume ingesting analytics events to still have accurate statistics about messages, fallbacks, labels and all stats that are not derived from sessions. Once a bugfix is available, we plan use the accurate data to recreate the sessions data for the affected period and have accurate sessions statistics, but in the meantime the charts that show sessions may not reflect accurate numbers.
- resolved Jan 16, 2025, 06:47 PM UTC
After a normal business day we have looked at the numbers and they seem to be normal. We will continue to monitor the sessions numbers to correct any discrepancies that might have occurred because of the database update issue.
Minor degredation in analytics pages
Timeline · 1 update
- resolved Jan 13, 2025, 10:03 AM UTC
Minor degredation to the analytics pages of Kindly due to partial outage in Kindly's analytics vendor.
Analytics database unplanned maintenance
Affected: Statistics APIAnalytics dashboard
Timeline · 4 updates
- identified Dec 11, 2024, 02:21 PM UTC
While testing out some new features of the analytics systems we accidentally triggered some downtime for the analytics database. Chats are unaffected, and the platform app is working except you can't currently view analytics. APIs for analytics are also temporarily unavailable. No data is lost, all analytical data is being recorded and waiting in a queue to be written to the analytics database once it is online again.
- identified Dec 11, 2024, 02:25 PM UTC
We are continuing to work on a fix for this issue.
- monitoring Dec 11, 2024, 02:36 PM UTC
The database is now back online and it is possible to make queries again. We will now start writing the queued events to the database.
- resolved Dec 11, 2024, 03:10 PM UTC
Database is online, dashboards and APIs function as normal, all queued analytics events have been written to the database.
Degraded performance of AI services
Timeline · 1 update
- resolved Nov 27, 2024, 03:18 PM UTC
We experienced degraded performance in our AI services following a faulty deployment, which led to less accurate dialogue matching and AI predictions, such as those from Kindly GPT. We relied on our fallback AI engine system during this period. The issue was identified somewhat late but was resolved shortly after discovery. We will implement measures to detect this kind of degraded performance earlier and reduce its impact.
Issue with service response times
Affected: Bot message delivery
Timeline · 4 updates
- investigating Nov 14, 2024, 11:36 AM UTC
We are seeing issues where some users experience longer response time from the bot than normal. The issue under investigation. Most users should not be affected.
- investigating Nov 14, 2024, 12:32 PM UTC
Still investigating, trying different approaches to find the core issue.
- monitoring Nov 14, 2024, 02:48 PM UTC
The issue might be related to high traffic, but not clear. Services have been upscaled and we will monitor the changes.
- resolved Nov 14, 2024, 05:46 PM UTC
All systems seems stable.
Issues with access to the Kindly Platform
Affected: Platform app
Timeline · 1 update
- resolved Sep 10, 2024, 09:34 AM UTC
Some users where not able to access the Kindly Platform. Affected users would have experienced the outage for 5 minutes.