Klaviyo experienced a major incident on December 3, 2025 affecting Customer Agent, lasting 38m. The incident has been resolved; the full update timeline is below.
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.