Incident: Delays in SMS & Conversation on console Affected components: Open Conversation on console and Two-Factor Authentication SMS messages
🟢 Monitoring at 12:30 PM We have deployed a fix and recovered all pending messages. SMS and email delivery are operating normally and the chat widget is fully available again. We are continuing to monitor stability with our messaging provider.
🟠Identified at 9:00 AM We identified the root cause as a service degradation at our external messaging provider, which caused SMS and email messages to queue rather than send. This backlog also temporarily affected the performance of our console. We applied a hotfix and additional safeguards to isolate the impact and protect core services, including incoming message processing.
🔴 Investigating at 8:00 AM We are investigating delays in SMS and email message delivery, along with reduced performance on the console and delaying the guest's messages arriving in the Console. Some users may also experience temporary issues with the chat widget. We are working to restore normal service as quickly as possible.