Increased Latency in Chat Sessions

Incident Report for Ada

Resolved

This incident has been resolved.
Posted Jul 04, 2025 - 16:26 EDT

Monitoring

A fix has been implemented and we are monitoring the results.
Posted Jul 04, 2025 - 15:57 EDT

Update

We are continuing to work on a fix for this issue.
Posted Jul 04, 2025 - 15:54 EDT

Identified

The issue has been identified and a fix is being implemented.
Posted Jul 04, 2025 - 15:30 EDT

Investigating

Issue: We're seeing an increase in latency for chats in the us cluster. Chatters will notice a delay in sending and receiving messages.

Who it affects: We've idenfitied that the issue affects AI agents found in our US cluster. You can determine if your AI agent is affected via the url address used to access the admin dashboard. Those following the format "https://[bot-handle].ada.support" will fall into this category.
Posted Jul 04, 2025 - 15:02 EDT
This incident affected: Channels (Email, Social Messaging, Voice, Chat) and AI Agent, Scripted Bot.