Respond.io incident
AI Agent: Stop Reply Conversations to Contacts
Respond.io experienced a major incident on July 17, 2026 affecting AI Agents (AI Agents), lasting 1h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Jul 17, 2026, 07:15 AM UTC
We are currently experiencing an issue where our AI Agent is not replying to user messages in live conversations. Our engineering team has been alerted and is actively investigating the root cause. We apologize for the inconvenience and will provide an update as soon as more information becomes...
- investigating Jul 17, 2026, 07:20 AM UTC
We are currently investigating an issue where our AI Agent is not replying to user messages in live conversations. Please note that messages are still being successfully received in the platform, and human agents are able to manually reply to contacts. We will provide another update...
- investigating Jul 17, 2026, 07:40 AM UTC
We have identified that requests to OpenAI are timing out, which is impacting AI Agent responses. Our engineering team is actively monitoring the situation and has prioritized a planned hotfix to improve the service while OpenAI resolves the issue. We will continue to provide...
- resolved Jul 17, 2026, 08:15 AM UTC
We are happy to report that AI Agent responses have been fully restored and are now operating normally. The issue was caused by requests to OpenAI timing out, which impacted AI Agent responses. The issue has since been resolved, and our engineering team has verified that AI Agents are...