Delay in message updates in Converse Desk for Non-SalesForce Customers (US Data Center Only)

Update timeline

1. investigating Mar 05, 2026, 12:47 PM UTC

   Issue Summary We are currently investigating an issue affecting message visibility and synchronisation within Converse Desk. For some customers, messages may not appear delayed in conversation threads and may not reflect the latest activity. Our initial investigation indicates there s no issue in sending or receiving messages and it is only an inconsistency between backend message records and the Converse Desk. Impact Customers may experience one or more of the following - Outbound messages appearing as queued on the desk although they have been delivered to the end-users - Delayed inbound messages or inbound messages not appearing in Converse Desk. - Conversation threads not updating in Converse Desk even after messages are successfully processed. Duration Start - 3 Mar, 10PM UTC Current Status Our engineering team is actively working to further investigate and resolve the issue as a priority. Further updates will be share once more information is available

2. monitoring Mar 05, 2026, 06:11 PM UTC

   A fix has been implemented and messages are updating as expected in Converse Desk. Our Support team is continuing to monitor.

3. resolved Mar 06, 2026, 03:45 PM UTC

   The issue affecting message synchronization in Converse Desk has been resolved.