Yellow AI Outage History

This incident has been resolved.

Type: Incident Duration: 9 minutes Affected Components: USA, USA, USA Sep 15, 15:40:00 GMT+0 - Resolved - This incident has been resolved. Sep 15, 15:47:25 GMT+0 - Resolved - **Impact:** AI agents in the USA region were unavailable and unable to process end-user requests during the incident. **Resolved:** The issue affecting the worker service in the USA region has been mitigated, and AI agents are now processing requests as expected. We are continuing to monitor the region to ensure service stability. Sep 15, 15:05:00 GMT+0 - Identified - **Impact:** Customers using AI agents in the USA region may experience service disruption, with bots not responding to end-user requests. **Identified:** We have identified an issue affecting the worker service in the USA region, which is preventing AI agents from processing requests as expected. Our engineering team is actively working to restore the service. We will provide further updates as we make progress.

The issue affecting multiple services and API endpoints in the **EURO region** has been resolved. Services have returned to normal operation, and we are continuing to monitor the region to ensure sustained stability. We apologize for the disruption and appreciate your patience while we worked to restore service.

Meta has confirmed that the services have now been fully restored. Bots in all regions should now be functioning as expected. We will continue to monitor the services closely to ensure platform stability. We apologize for any inconvenience this may have caused.

Type: Incident Duration: 57 minutes Affected Components: USA, USA, USA, USA Apr 14, 14:54:37 GMT+0 - Identified - We are currently experiencing an outage limited to the USA region, which is impacting inbox and analytics modules. Current Status: Our internal teams are actively working to mitigate and resolve the issue. We appreciate your patience and will share the next update as soon as possible. Apr 14, 15:10:41 GMT+0 - Monitoring - We implemented a fix and are currently monitoring the result. Apr 14, 15:52:04 GMT+0 - Resolved - This incident has been resolved.

Type: Incident Duration: 7 hours and 48 minutes Affected Components: IND Apr 3, 12:27:36 GMT+0 - Resolved - This incident has been resolved. Apr 3, 04:40:00 GMT+0 - Investigating - Apr 3, 08:19:13 GMT+0 - Monitoring - We are currently seeing a drop in call failures. Microsoft is currently working on a stable resolution.

Type: Incident Duration: 1 hour and 18 minutes Affected Components: JKT, , Live Agent/Inbox → Mar 25, 08:46:47 GMT+0 - Identified - We are currently experiencing an outage limited to the Jakarta region, which is intermittently impacting inbox module functionalities. This includes slowness, error popups, error page appearances and tags missing. Current Status: Our internal teams are actively working to mitigate and resolve the issue. We appreciate your patience and will share the next update as soon as possible. Mar 25, 09:25:00 GMT+0 - Monitoring - We implemented a fix and are currently monitoring the result. Mar 25, 10:05:16 GMT+0 - Resolved - This incident has been resolved.

Type: Incident Duration: 1 hour and 12 minutes Affected Components: IND, QTR, JKT Feb 24, 16:32:02 GMT+0 - Identified - Impact: Agents may notice that tags removed from chat tickets reappear after refreshing the page or switching between chats. Regions Impacted: India, Jakarta, Qatar and Saudi Arabia. Current Status: Our internal teams are actively working to resolve the issue. We appreciate your patience and will share the next update as soon as possible. Feb 24, 17:18:55 GMT+0 - Monitoring - We have implemented a fix and confirmed that the issue has been resolved. We are continuing to monitor to ensure full stability. Feb 24, 17:44:13 GMT+0 - Resolved - The issue has been resolved. Our teams have confirmed platform stability and will continue monitoring to ensure consistent performance. Thank you for your patience and understanding.

Type: Incident Duration: 55 minutes Affected Components: IND, IND, IND, IND, IND, IND, IND, IND, IND Feb 16, 04:05:00 GMT+0 - Identified - **Impact:** Intent prediction is intermittently failing for users across the entire bot, resulting in errors such as _“Failed to get prediction”_ or _“Unknown error.”_ This may prevent the bot from correctly understanding user inputs and responding as expected. **Current Status:** Our internal teams are actively investigating this on priority to identify the root cause and restore normal bot functionality. We appreciate your patience and will share the next update as soon as more information becomes available. Feb 16, 05:00:00 GMT+0 - Resolved - This incident has been resolved.

Type: Incident Duration: 4 hours and 8 minutes Affected Components: IND, IND Feb 15, 06:29:00 GMT+0 - Identified - **Impact:** Live agent messages are intermittently not being delivered in real time, and in some cases require multiple send attempts or experience processing delays before reaching the end user. **Current Status:** Our internal teams have been engaged and are actively investigating the issue with high priority to identify the root cause and restore normal real-time message delivery. We appreciate your patience and will share the next update as soon as more information becomes available. Feb 15, 09:11:24 GMT+0 - Monitoring - We implemented a fix and are currently monitoring the result. Feb 15, 10:36:40 GMT+0 - Resolved - This incident has been resolved.

Type: Incident Duration: 1 hour and 43 minutes Affected Components: IND Feb 11, 14:28:45 GMT+0 - Identified - We are currently experiencing a delay in the delivery of WhatsApp notifications. **Impact:** Delivery of WhatsApp template notifications are delayed. **Current Status:** Our internal teams are actively investigating and working to resolve the issue. We appreciate your patience and will share the next update as soon as more information is available. Feb 11, 15:26:45 GMT+0 - Monitoring - A fix has been implemented to address WhatsApp template notification delays. Delivery times are improving, and overall system stability will be restored shortly. We will continue monitoring to ensure consistent notification delivery. Feb 11, 16:11:48 GMT+0 - Resolved - This incident has been resolved.

Type: Maintenance Duration: 1 hour Affected Components: JKT Feb 10, 20:00:00 GMT+0 - Identified - **Region**: JKT **Activity Details**: We will be performing a database version upgrade as part of our compliance requirements. This activity is aimed at ensuring improved security, stability, and compliance alignment of the platform. **Activity Start Time:** 10th February, 8:00 PM UTC **Activity End Time:** 10th February, 9:00 PM UTC **Impact**: During the maintenance window, you may experience: * Downtime of approximately 10–20 minutes impacting analytics availability on the platform * Temporary unavailability of analytics-related dashboards or reports * Delayed or incomplete analytics data during the activity window All services will resume normal operation once the maintenance is completed. Feb 10, 20:00:01 GMT+0 - Identified - Maintenance is now in progress Feb 10, 21:00:00 GMT+0 - Completed - Maintenance has completed successfully

Type: Incident Duration: 3 hours and 49 minutes Affected Components: IND Feb 7, 13:46:25 GMT+0 - Identified - We are currently experiencing a partial outage affecting the India region, impacting some live chats. **Impact**: Users may encounter an error page on certain active live chats and are unable to view or send messages. **Current Status**: Our internal teams are actively working to resolve the issue. We appreciate your patience and will share the next update as soon as possible. Feb 7, 16:33:26 GMT+0 - Monitoring - We have implemented a fix and confirmed that the issue has been resolved. We are continuing to monitor to ensure full stability. Feb 7, 17:35:26 GMT+0 - Resolved - The error page issue that was blocking some live chats has been successfully resolved. All services are now operating normally. Our teams have confirmed platform stability and will continue monitoring to ensure consistent performance. Thank you for your patience and understanding.

Type: Incident Duration: 5 hours and 26 minutes Affected Components: IND, IND Feb 7, 09:53:04 GMT+0 - Monitoring - We have implemented a fix and are currently monitoring the result. Feb 7, 11:27:41 GMT+0 - Resolved - The issue causing delay in message delivery from agents to users has been successfully resolved. All services are now operating normally. Our teams have confirmed platform stability and will continue to monitor to ensure consistent performance. Thank you for your patience and understanding. Feb 7, 06:01:31 GMT+0 - Investigating - We are currently observing a delay in message delivery from agents to users. Messages are being sent; however, delivery may take longer than expected. **Impact:** Agents may notice a lag while sending messages to end users. Feb 7, 07:15:19 GMT+0 - Investigating - **Current Status:** Our internal teams are actively working to resolve the issue. We appreciate your patience and will share the next update as soon as possible.

Type: Incident Duration: 30 minutes Affected Components: IND, USA Feb 5, 18:26:06 GMT+0 - Investigating - We are currently experiencing latency issues with Data Explorer reports in the India and North America regions. This impacts both platform reports and custom reports. **Impact:** Users may experience delays while accessing platform reports available under Data Explorer. **Current Status:** Our internal teams are actively working to resolve the issue. We appreciate your patience and will share the next update as soon as possible. Feb 5, 18:56:18 GMT+0 - Resolved - The latency issue impacting Data Explorer reports has been successfully resolved. All services are now operating normally. Our teams have confirmed platform stability and will continue to monitor to ensure consistent performance. Thank you for your patience and understanding.

Type: Incident Duration: 26 minutes Affected Components: MEA, JKT Feb 5, 12:41:12 GMT+0 - Investigating - We are currently experiencing an outage limited to the Jakarta and MEA regions, which is impacting report exports across the platform. This includes Inbox reports and platform reports. Impact: Users are unable to download the exported data and Inbox reports show status as failed. Current Status: Our internal teams are actively working to resolve the issue. We appreciate your patience and will share the next update as soon as possible. Feb 5, 12:58:43 GMT+0 - Monitoring - We have implemented a fix and are currently monitoring the results. Feb 5, 13:06:44 GMT+0 - Resolved - The issue impacting report exports across the platform has been successfully resolved. All services are now operating normally. Our teams have confirmed platform stability and will continue to monitor to ensure consistent performance. Thank you for your patience and understanding.

Type: Incident Duration: 1 hour and 56 minutes Affected Components: JKT Dec 21, 15:00:00 GMT+0 - Identified - We are currently experiencing latency and loading issues in the Inbox module due to a high database load on the JKT server. **Impact**: Users are currently unable to access the Inbox platform. The entire Inbox module is affected and not functioning as expected. **Current Status:** Our engineering teams are actively working to mitigate the issue and restore normal service at the earliest. Further updates will be shared once the system is stabilized. Dec 21, 16:56:00 GMT+0 - Resolved - The Inbox latency and loading issue caused by high database load on the JKT server has been resolved. **Impact:** During the incident, users were unable to access the Inbox module. **Resolution:** The issue has been successfully addressed, and the Inbox platform is now fully operational. Systems are stable and functioning as expected, and monitoring remains in place.