We are continuing to monitor for any further issues.
Posted Oct 20, 2025 - 21:15 EDT
Monitoring
Analytics processing remains delayed, but is expected to be in a healthy state once processing completes. All other product functionality is currently operating normally.
Posted Oct 20, 2025 - 20:45 EDT
Update
We are continuing to work on a fix for this issue. While AWS reports recovery, we are still observing residual effects across some systems and are monitoring closely. Analytics processing remains delayed. Voice conversations continue to be unavailable due to an ongoing third-party issue. SMS conversations are possibly affected. All other product functionality is currently operating normally.
Posted Oct 20, 2025 - 19:44 EDT
Update
We are continuing to work on a fix for this issue.
Posted Oct 20, 2025 - 19:11 EDT
Update
We are continuing to work on a fix for this issue.
Posted Oct 20, 2025 - 18:35 EDT
Update
We’re continuing to monitor and investigate ongoing degradation due to the AWS US-East-1 outage. Some systems are recovering, though message processing remains intermittent as upstream broker connectivity stabilizes.
Posted Oct 20, 2025 - 17:57 EDT
Update
We are continuing to work on a fix for this issue.
Posted Oct 20, 2025 - 16:53 EDT
Update
We are continuing to work on a fix for this issue.
Posted Oct 20, 2025 - 15:49 EDT
Identified
We're continuing to work with our upstream providers to return functionality to our affected services.
Posted Oct 20, 2025 - 12:18 EDT
Update
Some users may experience a delay in receiving responses over the email channel. Our upstream provider is working to resolve the issue to this service.
Posted Oct 20, 2025 - 12:06 EDT
Update
We're investigating issues reported with our Voice channel. Our upstream provider is aware of an issue and we're investigating for other causes related to this issue.
Posted Oct 20, 2025 - 11:42 EDT
Update
Our upstream provider has reported some additional services that are currently experiencing performance issues. We've updated our components status to reflect this. Users may see latency or a lack of response in Handoffs that are related to Sunshine conversations and social channels (eg. Facebook Messenger).
Posted Oct 20, 2025 - 10:54 EDT
Update
Other Analytics data (eg. dashboard reports) has been identified as affected by this issue. We are including these in our efforts to solve the latency in the conversations view.
Posted Oct 20, 2025 - 09:41 EDT
Update
Users should see improvements and full restoration of core Ada Services. Some users may find the conversations view is experiencing latency or failing to load in the Dashboard. Our team is working with our upstream provider to resolve the issue as the rest of the services return to a healthy state.
Posted Oct 20, 2025 - 09:33 EDT
Monitoring
A fix has been implemented and we are monitoring the results.
Posted Oct 20, 2025 - 06:34 EDT
Identified
Our investigation is ongoing. We have determined that several core Ada services are currently affected by an issue originating with an upstream provider.
Posted Oct 20, 2025 - 05:57 EDT
This incident affected: Channels (Email, Social Messaging, Voice, Chat), Dashboard (Dashboard), and AI Agent, Scripted Bot, APIs, Agent Handoffs.