Kustomer incident
[Reported Third Party Event - TWILIO SMS] experiencing disruption with message deliverability
Kustomer experienced a notice incident on May 23, 2025 affecting Channel - SMS, lasting 16h 5m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating May 23, 2025, 08:09 PM UTC
Kustomer is aware of an event reported by one of our third party vendors affecting Twilio SMS that may cause Twilio SMS outbound messages to not deliver for Verizon customers and may impact verification for AI Agents. Our team is monitoring the incident, and working with the vendor where possible to resolve the issue. For more information, please refer to https://status.twilio.com/. Please expect further updates within the next 3 hours & reach out to our Support team with any additional questions. You can reach us via email at [email protected]
- monitoring May 23, 2025, 08:35 PM UTC
Kustomer is aware of an event reported by one of our third party vendors affecting Twilio SMS that may cause Twilio SMS outbound messages to not deliver for Verizon customers and may impact verification for AI Agents. Our team continues to monitor the incident, and is working with the vendor where possible to resolve the issue. For more information, please refer to https://status.twilio.com/. Please expect further updates within the next 3 hours & reach out to our Support team with any additional questions. You can reach us via email at [email protected]
- monitoring May 23, 2025, 11:32 PM UTC
Kustomer is continuing to monitor an event reported by one of our third party vendors affecting Twilio SMS that may cause Twilio SMS outbound messages to not deliver for Verizon customers and may impact verification for AI Agents. We are working with the vendor where possible to resolve the issue. For more information, please refer to https://status.twilio.com/. Please expect further updates within the next 3 hours & reach out to our Support team with any additional questions. You can reach us via email at [email protected]
- monitoring May 24, 2025, 02:25 AM UTC
Kustomer is continuing to monitor an issue reported by our third-party vendor, Twilio, which is impacting SMS delivery. This may result in outbound Twilio SMS messages not reaching Verizon customers and could also affect verification processes for AI Agents. We are working with the vendor, where possible, to help resolve the issue. For more information, please visit: https://status.twilio.com. We’ll provide another update within the next 3 hours. If you have any additional questions, feel free to contact our Support team at [email protected].
- monitoring May 24, 2025, 05:41 AM UTC
Kustomer is monitoring an ongoing issue reported by our third-party provider, Twilio, that is affecting SMS message delivery. This issue may prevent outbound Twilio SMS messages from reaching Verizon customers and could impact verification flows for AI Agents. We're working with Twilio where possible to support resolution efforts. For the latest updates from Twilio, please refer to: https://status.twilio.com. If you have any further questions, you can contact our Support team via email at [email protected].
- resolved May 24, 2025, 12:15 PM UTC
Kustomer is no longer experiencing the third-party incident affecting Twilio SMS delivery, which may have prevented outbound messages from reaching Verizon customers and impacted AI Agent verification processes. Twilio has resolved the issue, and we will continue to monitor to ensure stability across all systems. Our services are currently operating as expected. If you have any questions or need further assistance, please don’t hesitate to contact our Support team at [email protected].