360 Dialog: Some disruptions to Cloud API messaging

Update timeline

1. investigating Jun 18, 2024, 10:45 PM UTC

   June 18, 2024 at 9:37 AM 360Dialog is receiving reports from customers about an issue impacting Cloud API numbers, particularly the messaging service, causing a single tick or delay in message delivery. While 360 has not yet identified the root cause, their engineering team is actively investigating it in collaboration with Meta's engineering team. We will provide another update as soon as additional information from 360 Dialog is available.

2. investigating Jun 19, 2024, 02:40 PM UTC

   The 360 Team is investigating the event

3. resolved Aug 08, 2024, 04:02 PM UTC

   As reported by our BSP 360Dialog and Meta, there was a synchronization issue between a component of the WhatsApp push messaging service and the Business Messaging system. As a result, incoming messages were not being sent correctly. This issue was resolved whenever an outgoing message was sent from WhatsApp, which reset the synchronization. Meta corrected the code on the server side to ensure proper synchronization between the push messaging service and the Business Messaging system. We confirm that the solution implemented by Meta successfully resolved the issue. No further cases have been reported.