Oct <var data-var='date'> 2</var>, <var data-var='time'>14:34</var> EDT Resolved - This incident has been resolved. Oct <var data-var='date'> 2</var>, <var data-var='time'>14:21</var> EDT Monitoring - A fix has been implemented and we are monitoring the results. Oct <var data-var='date'> 2</var>, <var data-var='time'>13:47</var> EDT Identified - The issue has been identified and a fix is being implemented. Oct <var data-var='date'> 2</var>, <var data-var='time'>13:24</var> EDT Investigating - Some customers are experiencing issues with Analytics. This is affecting Ada Dashboard users in the form of the AR statistic not populating for US1 cluster bots on MCP or dashboard view. We’re aware of the issue and our team is actively working on getting everything back to normal. We're sorry for the inconvenience this causes. We will continue to share status updates every 30 minutes.

Investigating issues with Analytics - AR not populating for US1 cluster bots

Sep <var data-var='date'> 7</var>, <var data-var='time'>09:33</var> EDT Resolved - This incident has been resolved. Sep <var data-var='date'> 7</var>, <var data-var='time'>09:27</var> EDT Monitoring - A fix has been implemented and we are monitoring the results. Sep <var data-var='date'> 7</var>, <var data-var='time'>08:45</var> EDT Investigating - We are currently investigating an issue affecting customers using the Salesforce live agent integration. Some users who are connected to a live agent may be unexpectedly disconnected mid-conversation Our engineering team has identified the root cause and is working on a fix. We will provide further updates as they become available.

Salesforce Live Agent Handoff Disconnections

Sep <var data-var='date'> 1</var>, <var data-var='time'>14:05</var> EDT Resolved - This incident has been resolved. Sep <var data-var='date'> 1</var>, <var data-var='time'>14:02</var> EDT Update - We are continuing to monitor for any further issues. Sep <var data-var='date'> 1</var>, <var data-var='time'>13:20</var> EDT Monitoring - We will monitor the upstream provider for changes. Sep <var data-var='date'> 1</var>, <var data-var='time'>13:20</var> EDT Identified - Our team has identified the problem with Ada Voice and have determined the root cause to be with an outage involving an upstream voice provider. Apologies for this inconvenience. We will continue to keep you up to date every 30 minutes. Sep <var data-var='date'> 1</var>, <var data-var='time'>13:07</var> EDT Update - We are continuing to investigate this issue. Sep <var data-var='date'> 1</var>, <var data-var='time'>12:37</var> EDT Investigating - Some customers are experiencing issues with our Voice services. This is affecting some chatters interacting with Ada Voice bots in the form of Emergency Handoffs. This is only affecting AI Agents on US and Maple clusters at this time. We’re aware of the issue and our team is actively working on getting everything back to normal. We're sorry for the inconvenience this causes. We will continue to share status updates every 30 minutes.

Investigating issues with Ada Voice service on US and Maple Clusters

Aug <var data-var='date'>27</var>, <var data-var='time'>11:39</var> EDT Resolved - This incident has been resolved. Aug <var data-var='date'>27</var>, <var data-var='time'>11:15</var> EDT Update - Upstream issue subsided and all systems have been stable since. We are hardening our systems so transient provider errors are retried and failed over transparently. Aug <var data-var='date'>27</var>, <var data-var='time'>10:49</var> EDT Investigating - We are investigating elevated errors in AI Agent reply generation that are causing a higher-than-normal rate of handoffs to live agents across all regions. Early indications point to an upstream dependency.

Elevated handoffs to live agents

Aug <var data-var='date'>25</var>, <var data-var='time'>16:35</var> EDT Resolved - Query performance in US2 has returned to normal baseline levels and all affected endpoints. Conversation View, transcripts, conversation search, and analytics dashboards are responding at expected speeds. Aug <var data-var='date'>25</var>, <var data-var='time'>16:24</var> EDT Investigating - We are investigating elevated latency affecting the Ada dashboard in the US2 region. Customers may experience slow loading of Conversation View, conversation transcripts, conversation search, and analytics dashboards.

Elevated latency for Conversations and Analytics (US2)

Aug <var data-var='date'>24</var>, <var data-var='time'>12:23</var> EDT Resolved - This incident has been resolved. Timing for conversations appearing in the conversations view has returned to normal. Thank you for your patience. Aug <var data-var='date'>24</var>, <var data-var='time'>12:08</var> EDT Monitoring - A fix has been implemented and we are seeing conversations beginning to appear normally in the conversations view. Conversations may take up to 10 minutes to appear while the fix is running. We will continue to monitor the fix, and provide an update in the next 30 min. Aug <var data-var='date'>24</var>, <var data-var='time'>11:40</var> EDT Identified - We have identified the cause of delayed conversations in the conversations view. The team is currently reviewing solutions, and we will be providing another update within the next 30 minutes. Aug <var data-var='date'>24</var>, <var data-var='time'>11:12</var> EDT Investigating - We are currently investigating reports of delays to conversations appearing in the conversation view. Users may not see conversations appearing immediately in the conversation view at this time. An update will be provided in the next 30 min.

Conversation View Delays

Aug <var data-var='date'>21</var>, <var data-var='time'>11:09</var> EDT Resolved - This incident has been resolved. Aug <var data-var='date'>21</var>, <var data-var='time'>10:39</var> EDT Monitoring - A fix has been implemented and we are monitoring the results. Aug <var data-var='date'>21</var>, <var data-var='time'>10:07</var> EDT Update - We are continuing to work on a fix for this issue. Aug <var data-var='date'>21</var>, <var data-var='time'>09:38</var> EDT Identified - The issue has been identified and a fix is being implemented. Aug <var data-var='date'>21</var>, <var data-var='time'>09:11</var> EDT Investigating - We are investigating delayed delivery of AI Agent messages affecting some customers. End users may experience a long pause before receiving a reply, and in some cases may not receive a reply at all. Live agent handoffs are not affected and continue to work normally. Our engineering team is engaged and we will provide a further update within 30 minutes.

Delayed AI Agent message delivery

Aug <var data-var='date'>11</var>, <var data-var='time'>10:25</var> EDT Resolved - This incident has been resolved. Aug <var data-var='date'>11</var>, <var data-var='time'>09:30</var> EDT Update - We are continuing to monitor for any further issues. Aug <var data-var='date'>11</var>, <var data-var='time'>09:28</var> EDT Monitoring - A fix has been implemented and we are monitoring the results. Aug <var data-var='date'>11</var>, <var data-var='time'>09:28</var> EDT Identified - The issue has been identified and a fix is being implemented. Aug <var data-var='date'>11</var>, <var data-var='time'>09:22</var> EDT Investigating - We are investigating reports of increased handoffs to live agents that take place during playbook execution.

Increase in handoff rate during Playbook execution

Jul <var data-var='date'>24</var>, <var data-var='time'>15:32</var> EDT Resolved - This incident has been resolved. Jul <var data-var='date'>24</var>, <var data-var='time'>06:41</var> EDT Investigating - We are currently investigating an issue where users cannot select availability rules variables in playbook (V1 + V2)

Availability Rule Variable Selector Is Unusable in Playbooks V1 + V2

Jul <var data-var='date'>24</var>, <var data-var='time'>03:00</var> EDT Completed - The scheduled maintenance has been completed. Jul <var data-var='date'>23</var>, <var data-var='time'>21:00</var> EDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Jul <var data-var='date'>17</var>, <var data-var='time'>09:27</var> EDT Scheduled - The US cluster will be undergoing a brief update, we expect up to 15 minutes of delays in client Knowledge Base ingestion and Conversation View dashboard updates. This update only affects chatbots and ai agents in the US cluster. This can be identified by the format of the address used to access the Ada dashboard ("https://[bot-handle].ada.support" note that no cluster name is seen between the bot-handle and "ada").

US Cluster Upgrade

Jul <var data-var='date'>21</var>, <var data-var='time'>11:41</var> EDT Resolved - This incident has been resolved. Jul <var data-var='date'>21</var>, <var data-var='time'>11:13</var> EDT Monitoring - A fix has been implemented and we are monitoring the results. Jul <var data-var='date'>21</var>, <var data-var='time'>10:58</var> EDT Update - We are continuing to work on a fix for this issue. Jul <var data-var='date'>21</var>, <var data-var='time'>10:29</var> EDT Identified - The issue has been identified and a fix is being implemented. Jul <var data-var='date'>21</var>, <var data-var='time'>10:29</var> EDT Investigating - We are investigating reports of clients being unable to access their ai agent dashboards.

Agent dashboards are unable to load.

Jul <var data-var='date'>17</var>, <var data-var='time'>03:00</var> EDT Completed - The scheduled maintenance has been completed. Jul <var data-var='date'>16</var>, <var data-var='time'>21:00</var> EDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Jul <var data-var='date'>10</var>, <var data-var='time'>11:49</var> EDT Scheduled - The US cluster will be undergoing a brief update, we expect up to 15 minutes of delays in client Knowledge Base ingestion and Conversation View dashboard updates. This update only affects chatbots and ai agents in the US cluster. This can be identified by the format of the address used to access the Ada dashboard ("https://[bot-handle].ada.support" note that no cluster name is seen between the bot-handle and "ada").

Jul <var data-var='date'>16</var>, <var data-var='time'>21:48</var> EDT Resolved - This incident has been resolved. Jul <var data-var='date'>16</var>, <var data-var='time'>21:26</var> EDT Monitoring - A fix has been implemented and we are monitoring the results. Jul <var data-var='date'>16</var>, <var data-var='time'>21:26</var> EDT Identified - The issue has been identified and a fix is being implemented. Jul <var data-var='date'>16</var>, <var data-var='time'>21:03</var> EDT Update - We've identified additional impact to this incident. Some end users may experience their chat sessions failing to load. Jul <var data-var='date'>16</var>, <var data-var='time'>20:48</var> EDT Investigating - We're investigating reports of admins being unable to access pages of their Ada dashboard. Admins may occasionally see a 403 error when accessing their backend dashboards.

Ada Dashboard fails to load intermittently

Jul <var data-var='date'>16</var>, <var data-var='time'>07:49</var> EDT Resolved - WorkOS fix is now effective, and we have stopped monitoring the issue. Jul <var data-var='date'>16</var>, <var data-var='time'>06:41</var> EDT Monitoring - Authentication to MCP server is failing due to an outage at WorkOS. A fix for the same has been deployed and is being monitored by WorkOS. Incident page: https://status.workos.com/

MCP server authentication is currently failing due to an outage in WorkOS

Jul <var data-var='date'>14</var>, <var data-var='time'>09:51</var> EDT Resolved - A fix has been deployed, and queued Zendesk Emails are being sent out now. Jul <var data-var='date'>14</var>, <var data-var='time'>09:50</var> EDT Identified - The root cause has been identified as a security policy on our SMTP server. Jul <var data-var='date'>14</var>, <var data-var='time'>09:31</var> EDT Investigating - We are working on finding the cause of the issue.

Outbound Emails via SMTP Connector from Zendesk in US Production Environment are not being sent to the End users

Jul <var data-var='date'>13</var>, <var data-var='time'>15:56</var> EDT Resolved - The team was able to identify the root cause and a fix is in place. Jul <var data-var='date'>12</var>, <var data-var='time'>07:59</var> EDT Update - Overall AI Agent conversation handling is at normal levels while we prepare and roll out a permanent fix for the underlying issue. Some conversations that use certain playbook configurations may still be affected until it's fully deployed, if you're seeing this, please contact support and we'll help in the meantime. Jul <var data-var='date'>12</var>, <var data-var='time'>07:45</var> EDT Monitoring - A fix has been implemented and we are monitoring the results. Jul <var data-var='date'>12</var>, <var data-var='time'>07:45</var> EDT Investigating - We've identified an issue affecting some AI Agent conversations that use playbooks. In affected conversations, the AI Agent may transfer the conversation to a human agent before completing the playbook's steps, which can reduce automated resolution. Our engineering team has identified the cause and is working on a fix. We'll post another update within the hour, or sooner if there's news.

Some AI Agent conversations transferring to a human agent

Jul <var data-var='date'>10</var>, <var data-var='time'>15:12</var> EDT Resolved - This incident has been resolved. Jul <var data-var='date'>10</var>, <var data-var='time'>15:12</var> EDT Update - We are continuing to monitor for any further issues. Jul <var data-var='date'>10</var>, <var data-var='time'>13:57</var> EDT Monitoring - A fix has been implemented and we are monitoring the results. Jul <var data-var='date'>10</var>, <var data-var='time'>13:37</var> EDT Update - We are continuing to work on a fix for this issue. Jul <var data-var='date'>10</var>, <var data-var='time'>13:11</var> EDT Update - We are continuing to work on a fix for this issue. Jul <var data-var='date'>10</var>, <var data-var='time'>12:50</var> EDT Identified - Our team has identified an apparent root cause (a third party vendor) and our team is currently implementing a fix for the issue with the Ada Dashboard. Thank you for your patience as we work on a resolution. Apologies for this inconvenience. We will continue to keep you up to date every 30 minutes. Jul <var data-var='date'>10</var>, <var data-var='time'>12:46</var> EDT Investigating - Some customers are experiencing issues with the Ada Dashboard. This is affecting Ada Dashboard users only in the form of pages being unable to load, especially the Testing and Conversation View Page.. Chatters interacting with your bot are unaffected. We’re aware of the issue and our team is actively working on getting everything back to normal. We're sorry for the inconvenience this causes. We will continue to share status updates every 30 minutes.

Investigating issues with Ada Dashboard - Page Loading Errors

Jul <var data-var='date'> 9</var>, <var data-var='time'>02:00</var> EDT Completed - The scheduled maintenance has been completed. Jul <var data-var='date'> 8</var>, <var data-var='time'>21:00</var> EDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Jun <var data-var='date'>29</var>, <var data-var='time'>18:46</var> EDT Scheduled - During the US cluster upgrade we expect approximately 20 minutes of delays in client Knowledge Base ingestion and the Conversation View dashboard.

Production US Cluster Upgrade

Jul <var data-var='date'> 9</var>, <var data-var='time'>00:55</var> EDT Resolved - The incident have been resolved. Jul <var data-var='date'> 9</var>, <var data-var='time'>00:53</var> EDT Monitoring - A fix has been implemented and we are monitoring the results. Jul <var data-var='date'> 9</var>, <var data-var='time'>00:49</var> EDT Identified - The issue has been identified and a fix is being implemented. Jul <var data-var='date'> 9</var>, <var data-var='time'>00:44</var> EDT Investigating - We are currently investigating the issue.

Intermittent Chatbot Loading Issues in US Cluster

Jul <var data-var='date'> 7</var>, <var data-var='time'>10:28</var> EDT Resolved - This incident has been resolved. Jul <var data-var='date'> 7</var>, <var data-var='time'>09:40</var> EDT Monitoring - A fix has been implemented and we are monitoring the results. Jul <var data-var='date'> 7</var>, <var data-var='time'>07:54</var> EDT Investigating - We are currently investigating this issue.

Oracle Handoffs are failing

Jul <var data-var='date'> 6</var>, <var data-var='time'>18:38</var> EDT Resolved - Identified and resolved an issue affecting some internal background data processing. Our team corrected it and confirmed all systems have returned to normal operation. Jul <var data-var='date'> 6</var>, <var data-var='time'>17:33</var> EDT Investigating - We are currently investigating an issue affecting some of our platform's background processing. During this time, you may experience: - Delayed or missed bot replies on some conversations - Stale or delayed knowledge answers, where recently updated content may not yet be reflected - Delays in proactive messages and webhook deliveries Live chat is currently operating at or near normal levels, though some customers may notice intermittent slowness.

Delayed responses and processing for some automated interactions

Jun <var data-var='date'> 3</var>, <var data-var='time'>19:00</var> EDT Completed - The scheduled maintenance has been completed. Jun <var data-var='date'> 3</var>, <var data-var='time'>13:00</var> EDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. May <var data-var='date'>29</var>, <var data-var='time'>16:13</var> EDT Scheduled - During the EU cluster upgrade we expect approximately 20 minutes of delays in client Knowledge Base ingestion and the Conversation View dashboard.

Production EU Cluster Upgrade

May <var data-var='date'>26</var>, <var data-var='time'>18:15</var> EDT Resolved - The incident has been resolved May <var data-var='date'>26</var>, <var data-var='time'>18:14</var> EDT Monitoring - A fix has been implemented and we are monitoring the results May <var data-var='date'>26</var>, <var data-var='time'>18:10</var> EDT Identified - We’ve identified that the scope was much more limited, and most clients have not been affected. May <var data-var='date'>26</var>, <var data-var='time'>18:00</var> EDT Update - We are continuing to investigate this issue May <var data-var='date'>26</var>, <var data-var='time'>17:29</var> EDT Update - We are continuing to investigate this issue May <var data-var='date'>26</var>, <var data-var='time'>16:58</var> EDT Investigating - We're investigating reports of failed handoffs. A subset of users are unable to handoff. We'll provide updates to the incident every 30 minutes

Handoff Failing

May <var data-var='date'>25</var>, <var data-var='time'>12:04</var> EDT Resolved - This incident has been resolved. May <var data-var='date'>25</var>, <var data-var='time'>11:46</var> EDT Monitoring - A fix has been implemented and we are monitoring the results. May <var data-var='date'>25</var>, <var data-var='time'>10:57</var> EDT Identified - The root of the issue has been identified and we are currently working to resolve the latency observed in the dashboard. May <var data-var='date'>25</var>, <var data-var='time'>10:28</var> EDT Investigating - We are currently investigating a reported delay in the conversation view for new conversations - currently we are seeing an average delay of 5-10 minutes for new conversations entering the dashboard

Delay in the Conversation view

May <var data-var='date'>21</var>, <var data-var='time'>20:22</var> EDT Resolved - This incident has been resolved. May <var data-var='date'>21</var>, <var data-var='time'>18:46</var> EDT Monitoring - A fix has been implemented and we are monitoring the results. May <var data-var='date'>21</var>, <var data-var='time'>18:37</var> EDT Identified - The issue has been identified and a fix is being implemented. May <var data-var='date'>21</var>, <var data-var='time'>18:33</var> EDT Update - We have determined this outage is only affecting AI Agents on the US Cluster - US2 and other clusters are functioning normally. May <var data-var='date'>21</var>, <var data-var='time'>18:28</var> EDT Investigating - Some customers are experiencing issues with our chat services. This is affecting all chatters interacting with Ada bots in the form of the chat widget failing to load. We’re aware of the issue and our team is actively working on getting everything back to normal. We're sorry for the inconvenience this causes. We will continue to share status updates every 30 minutes.

Is Ada down?

Ada status is UP

Lastest published events

Investigating issues with Analytics - AR not populating for US1 cluster bots

Salesforce Live Agent Handoff Disconnections

Investigating issues with Ada Voice service on US and Maple Clusters

Ada Services, Components and Regions

Recent Ada events

Investigating issues with Analytics - AR not populating for US1 cluster bots

Salesforce Live Agent Handoff Disconnections

Investigating issues with Ada Voice service on US and Maple Clusters

Elevated handoffs to live agents

Elevated latency for Conversations and Analytics (US2)

Conversation View Delays