Is Synthflow AI down?

Status: Investigating We are aware of an issue preventing end users from logging in to white-label workspaces, those configured with a customer’s own domain and branding. This issue is limited to custom-domain workspaces. All other services are operating normally. Affected components Synthflow Dashboard (Degraded performance)

Status: Resolved This issue is now resolved. RCA: Impact: Users were unable to log in to white-label workspaces using custom domains. Standard workspaces were unaffected. Root cause: A change introduced during an internal migration caused an expected issue affecting only custom domain workspaces. Resolution: We have applied the fix, and introduced enhanced QA processes specific for custom domain workspaces We apologise for the disruption. Affected components Synthflow Dashboard (Operational)

Status: Resolved What happened A change to our internal telephony configuration was rolled out to production and introduced an unexpected fault in call routing. What was affected • EU region: calls failed from 10:32–10:44 UTC (12:32–12:44 CEST) — 12 minutes. • US region: calls failed from 10:33–10:42 UTC (12:33–12:42 CEST) — 9 minutes. • All regions: warm transfers failed intermittently from 07:00–10:42 UTC (09:00–12:42 CEST) — 3 hours 42 minutes. All services were fully restored by 10:44 UTC. No customer data was affected. What we're doing next We have rolled back the change and added a pre-deployment check to catch this class of routing fault before it reaches production. A full root cause analysis will be published here shortly. We're sorry for the disruption.

Status: Resolved What happened An internal configuration change restricted which AI models the Synthflow platform was permitted to call. The restriction was applied more broadly than intended and blocked the models used by our post-call processing pipeline. As a result, AI-generated post-call outputs failed to produce calls completed during the window. The configuration was reverted at 11:10 UTC and all functionality returned to normal immediately. What was affected Calls placed and received during this window connected, ran, and completed normally. The failures were confined to AI processing within the post call webhook that runs after a call ends. The following were affected: Info extractors: Extracted variables not populated Call summary: Not generated LLM-as-a-judge: Did not run Custom evaluations: Did not run Post-call SMS actions: Not triggered or sent If you consume the post-call webhook, the webhook is still fired and delivered but these fields were empty or missing in the payload for affected calls. What was not affected • Inbound and outbound call connectivity • Live conversation with your agents during the call • Call recordings and audio • Transcripts • Post-call webhook delivery itself (the webhook fired as normal) • Call logs, billing records, and the dashboard What you should do If your workflows depend on extracted variables, summaries, or post-call SMS for calls completed between 08:20 and 11:10 UTC on 7 August, treat those records as incomplete. Recordings and transcripts for those calls are intact. What we're changing We've completed an internal review of this incident and are making improvements in three areas: • Detection — strengthening monitoring so issues of this type are surfaced and acted on faster. • Change controls — tightening the review and approval process for platform configuration changes. • Impact review — improving how we assess the downstream reach of a change before it is applied. Affected components Synthflow API (Operational) Synthflow Website (Operational) Synthflow Dashboard (Operational) End to End calling (Operational)