Resolved after 38 minutes, affecting Customer Agent, on December 3, 2025.
Monitoring is complete, and this incident has been resolved. We appreciate your patience throughout this incident.
Affected components
Update timeline
- investigating Dec 03, 2025, 07:57 PM UTC
We are currently investigating an issue impacting Customer Agent follow-up prompts beginning around 11:20 AM US/Eastern. Follow-up prompts are not appearing after replies from the AI Agent. This prevents end users from continuing the conversation or escalating to a human agent. We'll provide updates as more information is available.
- identified Dec 03, 2025, 08:08 PM UTC
As of 3:00 PM US/Eastern, we confirmed this issue is only impacted Web Chat. Customer Agent via SMS chat is not impacted. We have identified a recent change as the root cause and will be reverting this shortly. We continue to monitor closely and appreciate your patience throughout this incident.
- monitoring Dec 03, 2025, 08:21 PM UTC
We successfully reverted the change and have confirmed that Customer Agent Web Chat follow-up prompts are sending as expected. We will continue to monitor to ensure there is no further impact.
- resolved Dec 03, 2025, 08:36 PM UTC
Monitoring is complete, and this incident has been resolved. We appreciate your patience throughout this incident.
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