PureSocial incident
Outbound Message Delivery Failure Due to Unannounced Genesys Cloud Change in SAE1
Resolved on December 10, 2025.
An unannounced change was identified in the SAE1 (Americas – São Paulo) region of Genesys Cloud, where a new attribute was added to outbound message events delivered through the Open Messaging webhook. This modification altered the expected payload structure and caused our platform to discard some events, resulting in processing errors limited exclusively to this region. The necessary adjustments have been implemented, and the service is now fully restored. No impact was observed in any other regions.
Update timeline
- resolved Dec 10, 2025, 07:30 PM UTC
An unannounced change was identified in the SAE1 (Americas – São Paulo) region of Genesys Cloud, where a new attribute was added to outbound message events delivered through the Open Messaging webhook. This modification altered the expected payload structure and caused our platform to discard some events, resulting in processing errors limited exclusively to this region. The necessary adjustments have been implemented, and the service is now fully restored. No impact was observed in any other regions.
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