Voice Bot Voice Input Recognition & Glia Digital Bot Issue

Update timeline

1. investigating Oct 02, 2023, 07:58 PM UTC

   We are currently investigating an issue with voice bots recognizing voice input.

2. investigating Oct 02, 2023, 08:19 PM UTC

   Some digital bots are also impacted by this outage. We are continuing to investigate.

3. investigating Oct 02, 2023, 08:29 PM UTC

   We are continuing to investigate this issue.

4. investigating Oct 02, 2023, 08:40 PM UTC

   The only digital bots impacted by this issue are Glia-integrated bots. We are continuing to investigate this issue. Twilio has updated their status page that they are having issues that are impacting Posh. We are continuing to monitor Twilio's status.

5. monitoring Oct 02, 2023, 09:00 PM UTC

   Glia-integrated digital bots seem to be working again now. Glia has updated their status page that they are investigating an issue on their end: https://status.glia.com/ We will be continuing to monitor. Voice is still being monitored and is intermittent - Twilio's status page hasn't yet been updated, but we are seeing fewer errors across bots. We are continuing to monitor.

6. monitoring Oct 02, 2023, 09:33 PM UTC

   We have seen stable voice bot performance for the last 10 minutes. We are continuing to monitor.

7. monitoring Oct 02, 2023, 09:45 PM UTC

   This issue with voice bots resulted from a Google Speech to Text outage that Twilio (Posh's telephony provider) and Posh relies on. Google has shared that they expect this service to be fully restored by 6:10pm ET. We have been monitoring and haven't seen any issues in the last 30 minutes. We will be monitoring this incident until Google announces full service restoration.

8. resolved Oct 02, 2023, 09:48 PM UTC

   Google just updated their status to reflect that this issue has been resolved on their end with Speech to Text. So Posh bots should not experience any further issues.