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.

Investigating issues with Ada Chat services

May <var data-var='date'>11</var>, <var data-var='time'>10:49</var> EDT Resolved - The certificate rotation issue has been fully resolved. Error rates have returned to normal levels and services are operating as expected. No further impact is anticipated May <var data-var='date'>10</var>, <var data-var='time'>18:14</var> EDT Monitoring - A fix has been applied and error rates have returned to normal. Emergency handoffs have dropped to zero. Our team will continue monitoring overnight to confirm full resolution. We will provide a final update once we have confirmed stability. May <var data-var='date'>10</var>, <var data-var='time'>17:31</var> EDT Update - Our engineering team continues to apply the fix across all services. Customer impact remains stable and low. The rollout is in progress and we will provide another update in 30 minutes or when the issue is resolved. May <var data-var='date'>10</var>, <var data-var='time'>16:50</var> EDT Update - Our engineering team continues to roll out the fix. Error rates remain stable and we are monitoring for improvement. We will provide another update in 30 minutes. May <var data-var='date'>10</var>, <var data-var='time'>16:16</var> EDT Identified - We have identified the root cause of the elevated error rates affecting AI Agent responses. Our engineering team is actively rolling out a fix. Customer impact remains low and stable. May <var data-var='date'>10</var>, <var data-var='time'>15:55</var> EDT Investigating - We are currently investigating elevated error rates affecting AI Agent responses. A small subset of requests are experiencing timeouts, which may result in increased handoffs to live agents. Our team is actively investigating the root cause and will provide updates as more information becomes available.

Elevated error rates on AI Agent responses

May <var data-var='date'> 5</var>, <var data-var='time'>17:50</var> EDT Resolved - This incident has been resolved. May <var data-var='date'> 5</var>, <var data-var='time'>17:17</var> EDT Monitoring - A fix has been implemented and we are monitoring the results. May <var data-var='date'> 5</var>, <var data-var='time'>17:12</var> EDT Identified - The issue has been identified and a fix is being implemented. May <var data-var='date'> 5</var>, <var data-var='time'>17:01</var> EDT Investigating - We are investigating reports of ai agents that are unable to respond to user messages. End user's on the web channel report the message "Failed to send message. Tap to retry."

Message processing errors

May <var data-var='date'> 1</var>, <var data-var='time'>14:37</var> EDT Resolved - Based on our Engineering Team's investigation, we have determined the scope of this issue is limited to a very small number of clients and affected conversations. We are continuing to work on the issue, but moving forward will be communicating on this issue on an individual basis. May <var data-var='date'> 1</var>, <var data-var='time'>14:28</var> EDT Monitoring - A fix has been implemented and we are monitoring the results. May <var data-var='date'> 1</var>, <var data-var='time'>14:28</var> EDT Identified - Our team has identified the problem with Ada Voice and we're implementing a fix for the issue. 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. May <var data-var='date'> 1</var>, <var data-var='time'>13:49</var> EDT Update - We are continuing to investigate this issue. May <var data-var='date'> 1</var>, <var data-var='time'>13:09</var> EDT Update - We are continuing to investigate this issue. May <var data-var='date'> 1</var>, <var data-var='time'>12:32</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 references to Ada bot processes being intermittently voiced to chatters. 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

Apr <var data-var='date'>28</var>, <var data-var='time'>19:00</var> EDT Completed - The scheduled maintenance has been completed. Apr <var data-var='date'>28</var>, <var data-var='time'>13:00</var> EDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Apr <var data-var='date'>24</var>, <var data-var='time'>17:09</var> EDT Update - The Maple cluster will undergo a scheduled infrastructure upgrade during this window. Maple clients may experience a brief delay (approximately 5–10 minutes) in dashboard data processing, including Conversation View and knowledge ingestion. No impact is expected to chat, voice, or bot functionality Apr <var data-var='date'>24</var>, <var data-var='time'>17:08</var> EDT Update - We will be undergoing scheduled maintenance during this time. Apr <var data-var='date'>24</var>, <var data-var='time'>16:56</var> EDT Scheduled - The Maple cluster will undergo a scheduled infrastructure upgrade during this window. Maple clients may experience a brief delay (approximately 5–10 minutes) in dashboard data processing, including Conversation View and knowledge ingestion. No impact is expected to chat, voice, or bot functionality.

Maple Cluster Upgrade

Apr <var data-var='date'>28</var>, <var data-var='time'>16:30</var> EDT Resolved - We have resolved an issue that caused an increase in emergency handoffs for a subset of customers. Apr <var data-var='date'>28</var>, <var data-var='time'>15:57</var> EDT Monitoring - We are investigating an increase in emergency handoffs affecting a subset of customers. The issue has been identified and deployed the fix. Our monitoring indicates the situation is recovering and we are actively investigating the root cause.

Increase in Emergency Voice Handoffs

Apr <var data-var='date'>24</var>, <var data-var='time'>13:00</var> EDT Resolved - We have identified the root cause of the language detection issue affecting non-English responses. Improvements are actively in progress and will be delivered as part of our ongoing engineering work. Apr <var data-var='date'>24</var>, <var data-var='time'>12:16</var> EDT Identified - We have identified the root cause of the behaviour and are working to solution a resolution at this time. Apr <var data-var='date'>24</var>, <var data-var='time'>11:40</var> EDT Update - We are continuing to investigate this issue. Apr <var data-var='date'>24</var>, <var data-var='time'>11:06</var> EDT Investigating - We are currently investigating this issue

Is Ada down?

Ada status is UP

Lastest published events

Delayed AI Agent message delivery

Increase in handoff rate during Playbook execution

Availability Rule Variable Selector Is Unusable in Playbooks V1 + V2

Ada Services, Components and Regions

Recent Ada events

Delayed AI Agent message delivery

Increase in handoff rate during Playbook execution

Availability Rule Variable Selector Is Unusable in Playbooks V1 + V2

US Cluster Upgrade

Agent dashboards are unable to load.

US Cluster Upgrade