Is Thread down?

Since November 2, 2:30 PM ET, outbound Voice AI calls to phone numbers saved with an extension may not reach the extension. This affects calls to technicians and to customer contacts. The call connects to the main line, but the phone system doesn’t receive the extension, so the call ends up in the main menu. Calls to direct numbers without an extension are not affected. We’ve traced this to an issue with a vendor and are working with them on a fix. In the meantime, calling a direct number avoids the problem. Adding extra pauses to the extension won’t help. We’ll post an update when it’s fixed.

Our vendor has found the root cause and is deploying a fix now. Until it’s complete, outbound calls to numbers with an extension may still fail. We’ll confirm here once we’ve verified the fix.

We now believe this issue also affects inbound Voice AI calls that are transferred to a number with an extension: the transfer may land in the destination’s main menu instead of reaching the extension. Our vendor has identified the root cause and is deploying a fix. Until it’s complete, outbound calls and transfers to numbers with an extension may still land in the main menu. Calls and transfers to direct numbers without an extension are not affected. We’ll post an update once we’ve verified the fix.

Our vendor has deployed a fix. Outbound calls to technicians and contacts with an extension are reaching the extension again. Some inbound transfers to an extension may still land in the destination’s main menu. We’ll post another update once transfers are fully resolved.

Our vendor has rolled back the change that caused this issue. Outbound calls to technicians and contacts with an extension are reaching the extension again. Some inbound transfers to an extension may still land in the destination’s main menu, and we’re working on a fix for those. As a temporary workaround, add a pause before the extension in your transfer settings (for example, w200 instead of 200). We’ll post an update once inbound transfers are resolved.

This incident has been resolved.

We’re seeing delays of 2–12 minutes in webhooks sent from ConnectWise to Thread. This affects only partners on ConnectWise Cloud in North America. The delay is on ConnectWise’s side: Thread processes every webhook as soon as it arrives. As a result, ticket changes made in ConnectWise may take a few extra minutes to appear in Thread. We’re in contact with ConnectWise and will post an update as soon as we know more.

This incident has been resolved.

We are currently investigating this issue.

This incident has been resolved. We are verifying if there is a way to recover the missed notes that happened during the outage.

Since approximately 7:32 PM ET, the majority of inbound calls to Voice AI phone numbers are failing to connect. Callers may hear the call fail or ring without being answered. The issue is caused by a service disruption at one of our voice infrastructure vendors, who are actively investigating. We are in contact with the vendor and will post an update as soon as calls are connecting reliably again.

We are continuing to investigate this issue.

Inbound calls to Voice AI phone numbers have been connecting normally since approximately 7:52 PM ET. Between approximately 7:32 PM and 7:52 PM ET, most inbound calls failed to connect. Our vendor has not yet confirmed a full resolution, so we are continuing to monitor and will post a final update once they do.

Between approximately 7:32 PM and 7:52 PM ET, most inbound calls to Voice AI phone numbers failed to connect due to a service disruption at one of our voice infrastructure vendors. The vendor has confirmed the issue is resolved, and calls have been connecting normally since 7:52 PM ET. We apologize for the disruption.

We are investigating an issue that caused call recordings to fail to save between approximately 9:18 AM ET and 10:14 AM ET today. The issue was related to a problem with one of our vendors during that time period. Our team has confirmed the issue has been resolved, and call recordings created after 10:14 AM ET are saving normally.