Generative bots are not escalating chatters when requested

Incident Report for Ada

Resolved

This incident has been resolved.

Posted May 30, 2024 - 14:31 EDT

Monitoring

A fix has been implemented and we are monitoring the results.

Posted May 30, 2024 - 14:16 EDT

Identified

The issue has been identified and a fix is being implemented.

Posted May 30, 2024 - 14:14 EDT

Investigating

Issue: Generative bots are not escalating chatters when an agent is requested.
Who it affects: clients using Generative bots will see that escalations requests are being met with requests for more information. Chatters may not be able to reach an agent at this point.

Posted May 30, 2024 - 13:57 EDT

This incident affected: Agent Handoffs and AI Agent.