Sep <var data-var='date'> 8</var>, <var data-var='time'>06:01</var> UTC Resolved - This incident has been resolved. Sep <var data-var='date'> 8</var>, <var data-var='time'>05:45</var> UTC Monitoring - A fix has been implemented, and our systems are recovering. We will continue to monitor until everything is back to normal. Sep <var data-var='date'> 8</var>, <var data-var='time'>03:18</var> UTC Identified - Our data processing infrastructure is running behind, causing inaccuracies on our metrics reporting pages. No data has been lost. We have identified the issue and are working on a fix.

[Reporting and Data Services] Delayed Metrics on Reporting Pages

Aug <var data-var='date'>31</var>, <var data-var='time'>19:14</var> UTC Resolved - This incident has been resolved. Aug <var data-var='date'>31</var>, <var data-var='time'>17:41</var> UTC Update - Snowflake mentioned that they have fixed a problematic change - https://status.snowflake.com/incidents/09f44bx0y6lj. As a result, we are no longer seeing any errors on the Assembled side. We will continue monitoring before providing a final update. Aug <var data-var='date'>31</var>, <var data-var='time'>17:30</var> UTC Monitoring - Assembled is experiencing degraded performance due to an ongoing outage affecting Snowflake (https://status.snowflake.com/), one of our upstream data providers. As a result, some customers may see elevated error rates or slow page loads across the Assembled app, including Reports and Queue Configuration, and any reporting APIs. We're monitoring Snowflake's recovery and will update here as the situation changes.

Temporarily degraded performance

Aug <var data-var='date'>21</var>, <var data-var='time'>04:53</var> UTC Resolved - The underlying issue has been resolved. **Action from your team is required.** A Salesforce admin will need to reauthenticate the connection to restore syncing. In Assembled, go to Configure → Third-Party Integrations → Integrations, find Salesforce, disable the connection, then reconnect using an active admin account. Once reauthenticated, our team will help ensure your data syncs properly again. Please contact support@assembled.com once you've reauthenticated your Salesforce integration in Assembled. Aug <var data-var='date'>21</var>, <var data-var='time'>03:25</var> UTC Update - The underlying issue has been resolved. A recent change to how Salesforce handles authentication was disconnecting the connection between Salesforce and Assembled, and that has now been addressed on our end. **Action from your team is required.** A Salesforce admin will need to reauthenticate the connection to restore syncing. In Assembled, go to Configure → Third-Party Integrations → Integrations, find Salesforce, disable the connection, then reconnect using an active admin account. Once reauthenticated, our team will help ensure your data syncs properly again. If your integration is already connected and syncing normally, no action is needed. We're also reaching out to affected customers directly with these steps. Aug <var data-var='date'>21</var>, <var data-var='time'>01:54</var> UTC Monitoring - Due to a Salesforce outage, all customers who have Salesforce contact platform no longer have valid authorizations on Assembled. We're actively monitoring this incident and in the process of identifying potential remediations.

All Salesforce Service Cloud authorizations have been invalidated

Jul <var data-var='date'>22</var>, <var data-var='time'>23:50</var> UTC Resolved - We've identified and address the root cause and are now operating normally again. Jul <var data-var='date'>22</var>, <var data-var='time'>23:43</var> UTC Update - We are continuing to work on a fix for this issue. Jul <var data-var='date'>22</var>, <var data-var='time'>23:11</var> UTC Identified - We're investigating an issue that is causing asynchronous like AI Agent Email autosends from operating correctly. We've identified the problem and are remediating

Email autosends and other asynchronous jobs are experiencing problems

Jul <var data-var='date'>20</var>, <var data-var='time'>15:00</var> UTC Resolved - Increased load in API requests affected our APIs and Voice services, leading to increased latency. For voice, we temporarily diverted traffic to live agents as we investigated and resolved.

Increased API latency, temporarily routing voice calls to live agents

Jul <var data-var='date'>15</var>, <var data-var='time'>17:24</var> UTC Resolved - We've returned to normal levels of latency and error rates across all services. Jul <var data-var='date'>15</var>, <var data-var='time'>17:24</var> UTC Update - We've returned to normal levels of latency and error rates across all services. Jul <var data-var='date'>15</var>, <var data-var='time'>17:18</var> UTC Update - We are seeing improvement in latency across all services so as a result, we have turned our voice agent back on. It is not accepting calls. We are continuing to monitor for stability. Jul <var data-var='date'>15</var>, <var data-var='time'>09:26</var> UTC Update - We're still seeing unexpected load on our database, causing elevated latency and error rates. The team is continuing to investigate. Jul <var data-var='date'>15</var>, <var data-var='time'>06:23</var> UTC Update - Our original fix did not have the intended effect. We've merged another fix and are again monitoring results to see if latency across all services recovers. Jul <var data-var='date'>15</var>, <var data-var='time'>03:00</var> UTC Monitoring - We've identified the root cause and merged a potential fix. We are monitoring for improvement. Jul <var data-var='date'>15</var>, <var data-var='time'>01:07</var> UTC Update - We have discovered that the elevated voice latency is due to increased latency from our database, which affects our web application and APIS. Jul <var data-var='date'>15</var>, <var data-var='time'>00:40</var> UTC Investigating - We are investigating elevated latency with our voice agent so while this occurs we are re routing calls to live agents.

Voice agent rerouting to live human agents due to elevated latency

Jul <var data-var='date'>13</var>, <var data-var='time'>18:53</var> UTC Resolved - All APIs and the Assembled web application are fully functional. Jul <var data-var='date'>13</var>, <var data-var='time'>18:25</var> UTC Monitoring - We've identified the root cause and are working on a potential fix, monitoring the results to see if this will reduce pressure on our database and restore latency and error rates to normal baselines. Jul <var data-var='date'>13</var>, <var data-var='time'>15:30</var> UTC Investigating - We are experiencing a slight increase in latency and timeout-related errors on our web application and APIs. We are actively investigating the issue.

Elevated latency and error rate on web application and APIs

Jul <var data-var='date'>10</var>, <var data-var='time'>17:56</var> UTC Resolved - Data affected during the period has been successfully retried. Jul <var data-var='date'>10</var>, <var data-var='time'>17:37</var> UTC Monitoring - A fix has been implemented and we're monitoring our asynchronous services to ensure all data during the affected period is handled succesfully. Jul <var data-var='date'>10</var>, <var data-var='time'>16:52</var> UTC Identified - We have identified the root cause and are deploying the fix. Services are fully functional, any services that handle incoming data to Assembled (e.g. webhooks) were temporarily blocked from handling that data.

Degraded performance in background processing services

Jul <var data-var='date'> 9</var>, <var data-var='time'>21:24</var> UTC Resolved - This incident has been resolved. Jul <var data-var='date'> 9</var>, <var data-var='time'>21:13</var> UTC Monitoring - A fix has been implemented and we are monitoring the results. Jul <var data-var='date'> 9</var>, <var data-var='time'>21:13</var> UTC Investigating - We are currently investigating an interruption affecting the realtime agent analysis page. Our team is actively working on a fix and expects resolution within the next 30–60 minutes. We'll post another update shortly. Thank you for your patience.

Realtime Agent Analysis

Jun <var data-var='date'>10</var>, <var data-var='time'>18:07</var> UTC Resolved - Between 2:07pm ET to 2:25pm ET, our retrieval of agent states and tickets was delayed and we were not receiving data during this time. Our engineering team has resolved the issue and is applying agent state exclusions for any affected customers during this time period.

Agent state syncs and ticket syncs not receiving data

Jun <var data-var='date'> 4</var>, <var data-var='time'>15:01</var> UTC Resolved - After continued monitoring, we have confirmed that all systems remain fully restored and reporting data is displaying as expected. This incident is now resolved. Thank you for your patience throughout this process. Jun <var data-var='date'> 3</var>, <var data-var='time'>21:47</var> UTC Update - All systems are restored and data is displaying as expected across all reporting pages. We will continue to monitor the situation. Jun <var data-var='date'> 3</var>, <var data-var='time'>18:48</var> UTC Update - Database functionality is continuing towards a fully restored state. Data is flowing correctly and we are seeing positive signal across reporting pages. Scheduled jobs are currently running to complete the restoration of all affected metrics. No action is needed on your end. Data will restore automatically once these jobs complete. We will post a final update confirming full resolution shortly. Jun <var data-var='date'> 2</var>, <var data-var='time'>23:31</var> UTC Update - We continue to make progress on restoring full data visibility. Our team is actively working through the final steps of the fix. Note that full restoration is currently estimated for tomorrow, once all processes have completed. We will provide another update as work progresses. Jun <var data-var='date'> 2</var>, <var data-var='time'>13:40</var> UTC Update - We have made some remediations and see that the error rates and latencies have gone down. We are continuing to monitor the state. Jun <var data-var='date'> 2</var>, <var data-var='time'>13:25</var> UTC Update - We are investigating increase error rates in the Assembled app. Jun <var data-var='date'> 2</var>, <var data-var='time'>00:30</var> UTC Update - Query latency and display issues are continuing to resolve. Some customers may still see incomplete or stale data in reporting services, including Team Performance, Agent Scorecard, and adherence metrics. Customers using channel-related filtering and dimensions may also see incorrect data. This is a display issue. Data is flowing correctly and there is no data loss outside of the original maintenance window. We expect full data visibility to be restored within the next 1–2 days. We will continue to monitor and provide updates. Jun <var data-var='date'> 1</var>, <var data-var='time'>11:22</var> UTC Update - Query latency and failure issues have been remediated. However, we are still experiencing degraded functionality and performance in some reporting services such as Real-time overview and adherence metrics. We continue to expect gradual recovery over the next day. We will monitor the situation and provide updates. Jun <var data-var='date'> 1</var>, <var data-var='time'>09:57</var> UTC Update - We are continuing to investigate query latency and failure issues. Jun <var data-var='date'> 1</var>, <var data-var='time'>09:35</var> UTC Update - We have made some remediations and are monitoring the results on query latency. Jun <var data-var='date'> 1</var>, <var data-var='time'>09:11</var> UTC Update - We are seeing increase error rates in the Assembled app following the database maintenance, and we are currently investigating. Jun <var data-var='date'> 1</var>, <var data-var='time'>00:02</var> UTC Monitoring - We are currently experiencing degraded functionality and performance in some reporting services following the database maintenance performed earlier this week. Impacted components include Real-time overview and adherence metrics. A fix has been implemented, and functionality and performance are expected to recover gradually over the next day. We will continue to monitor the situation and provide updates.

Degraded functionality and performance in some reporting services

May <var data-var='date'>30</var>, <var data-var='time'>08:05</var> UTC Resolved - Reporting data is now fully up to date. All operations related to the database upgrade are now complete. May <var data-var='date'>30</var>, <var data-var='time'>07:19</var> UTC Monitoring - We have added agent state exclusions for the duration of the maintenance window. Metric computation for reports has resumed, and data is continuing to populate in reports. May <var data-var='date'>30</var>, <var data-var='time'>05:38</var> UTC Identified - The previous, "Completed - The scheduled maintenance has been completed." was an automated update that was sent at the originally planned end time of the maintenance window. However, as stated in the maintenance window update, we have extended the maintenance window's end time by 4 hours. We apologize for any confusion this may have caused. The database is now running the new version, and we are validating the data. Once validation is complete, we will add agent state exclusions for the duration of the maintenance window. After that, we will resume metric computation for reports.

Database maintenance follow-up

May <var data-var='date'>30</var>, <var data-var='time'>04:05</var> UTC Completed - The scheduled maintenance has been completed. May <var data-var='date'>30</var>, <var data-var='time'>02:39</var> UTC Update - One step in the upgrade is taking longer than expected, so we will be extending the maintenance window's end time by 2-4 hours. Note that there has been no downtime so far, aside from degraded performance in the Voice product and agent state updates. We will continue to post updates as we make progress. As previously announced, when the main upgrade step takes place, you may briefly be unable to save changes for up to ~5 minutes. May <var data-var='date'>30</var>, <var data-var='time'>00:05</var> UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. May <var data-var='date'>18</var>, <var data-var='time'>17:37</var> UTC Scheduled - We will be undergoing scheduled maintenance in order to upgrade our database. Assembled will remain available, but you may briefly be unable to save changes for up to ~5 minutes during this window..

Database Upgrade

May <var data-var='date'>15</var>, <var data-var='time'>13:53</var> UTC Resolved - This incident has been resolved. A database operation degraded performance, which caused pages across the product to become unresponsive. We’re reviewing our database operation safeguards and monitoring to reduce the likelihood of similar issues in the future. [6:53 AM PT ] Our voice agent is still unavailable as the system recovers, but we are successfully able to transfer callers to a live agent upon error. [7:08 AM PT] The voice agent is healthy and available. May <var data-var='date'>15</var>, <var data-var='time'>13:48</var> UTC Identified - The issue has been identified and a fix is being implemented. May <var data-var='date'>15</var>, <var data-var='time'>13:44</var> UTC Investigating - We are currently investigating this issue. Our voice agent is unavailable and we are currently unable to transfer calls successfully to a live agent upon error.

Assembled is experiencing site-wide issues

May <var data-var='date'>12</var>, <var data-var='time'>18:23</var> UTC Resolved - This incident has been resolved. A database operation degraded performance, which caused pages across the product to become unresponsive. We’re reviewing our database operation safeguards and monitoring to reduce the likelihood of similar issues in the future. May <var data-var='date'>12</var>, <var data-var='time'>18:07</var> UTC Monitoring - A fix has been implemented and we are monitoring the results. May <var data-var='date'>12</var>, <var data-var='time'>18:03</var> UTC Investigating - We are currently investigating this issue.

May <var data-var='date'> 7</var>, <var data-var='time'>11:15</var> UTC Resolved - Between 6:30pm ET on May 6th and 7am ET on May 7th, some customers saw missing or zero values in reporting surfaces (including support volume and queue/exclusion views) for data values that appeared after 6:30pm ET on 5/6/2026 due to delayed replication in one of our data-processing tasks. Data ingestion itself continued normally and no conversation data was lost, the issue was isolated to metric freshness/display. We restored the task, backfilled dependent metrics, and service is now operating normally, with additional monitoring improvements underway to prevent recurrence.

Contact data not appearing in staffing timeline and reports

Apr <var data-var='date'>29</var>, <var data-var='time'>00:01</var> UTC Resolved - The issue with proxied APIs in workflows has now been resolved and they work as expected. Apr <var data-var='date'>28</var>, <var data-var='time'>23:53</var> UTC Identified - The issue has been identified and a fix is being implemented. Apr <var data-var='date'>28</var>, <var data-var='time'>23:46</var> UTC Investigating - We're currently investigating issues with proxied APIs in workflows. We’re working to fix the problem as quickly as we can.

Temporarily degraded performance to proxied APIs in workflows

Apr <var data-var='date'>24</var>, <var data-var='time'>18:21</var> UTC Resolved - Between 10:56 AM and 11:09 AM PT, a subset of sync jobs responsible for retrieving agent states and ticket updates experienced intermittent failures. The underlying issue has been identified and resolved, and we have verified that all affected ticket updates are now backfilling any data. We've also added a system-level agent state exclusion to ensure that these failures do not affect adherence and are conducting a postmortem to identify any system improvements that can be made.

Agent state and ticket retrieval failures

Mar <var data-var='date'>30</var>, <var data-var='time'>17:40</var> UTC Resolved - This incident has been resolved. Mar <var data-var='date'>30</var>, <var data-var='time'>17:34</var> UTC Update - We have identified and fixed the issue. We see latency coming back down to regular levels Mar <var data-var='date'>30</var>, <var data-var='time'>17:18</var> UTC Identified - The issue has been identified and we are in the process of resolving the issue.

[Copilot] High Latency on Draft Reply

Mar <var data-var='date'> 6</var>, <var data-var='time'>19:27</var> UTC Resolved - This incident has been resolved. Mar <var data-var='date'> 6</var>, <var data-var='time'>19:02</var> UTC Monitoring - A fix has been implemented and we are monitoring the results Mar <var data-var='date'> 6</var>, <var data-var='time'>18:04</var> UTC Identified - The issue has been identified and a fix is being implemented Mar <var data-var='date'> 6</var>, <var data-var='time'>17:11</var> UTC Update - We are continuing to investigate this issue Mar <var data-var='date'> 6</var>, <var data-var='time'>16:17</var> UTC Investigating - We are currently investigating this issue

Adherence metrics missing from Team Performance report

Mar <var data-var='date'> 5</var>, <var data-var='time'>00:51</var> UTC Resolved - Upstream provider service outage caused the Assembled voice agent to experience elevated latency and error rates. Once root cause was confirmed, we proactively diverted all traffic to human agents.

Upstream provider service outage caused the Assembled voice agent to experience elevated latency and error rates.

Mar <var data-var='date'> 3</var>, <var data-var='time'>17:16</var> UTC Resolved - This incident has been resolved, and we will continue to recover past data into Assembled Mar <var data-var='date'> 3</var>, <var data-var='time'>15:53</var> UTC Monitoring - The fix has been deployed and we are monitoring the status of Assembled Mar <var data-var='date'> 3</var>, <var data-var='time'>14:52</var> UTC Update - We are addressing the root cause of the issue, and working to get a resolution Mar <var data-var='date'> 3</var>, <var data-var='time'>14:08</var> UTC Update - We are continuing to work on a fix for the data sync issue Mar <var data-var='date'> 3</var>, <var data-var='time'>13:30</var> UTC Identified - We have identified the root cause of the sync issue, and are producing a fix Mar <var data-var='date'> 3</var>, <var data-var='time'>12:57</var> UTC Investigating - We are currently investigating an issue with some contact platforms synchronising data with Assembled

Delay in some integration syncs pulling live data

Feb <var data-var='date'>26</var>, <var data-var='time'>22:58</var> UTC Resolved - This incident has been resolved. Feb <var data-var='date'>26</var>, <var data-var='time'>22:37</var> UTC Update - From 1:32 PM to 5:30 PM EST, AI chat responses were intermittently failing to retrieve knowledge base content when responding to users. We have identified and resolved the issue, and will be completing a postmortem to prevent recurrence. Feb <var data-var='date'>26</var>, <var data-var='time'>22:31</var> UTC Identified - The issue has been identified and a fix is being implemented.

Knowledge Retrieval Outage

Feb <var data-var='date'>24</var>, <var data-var='time'>21:35</var> UTC Resolved - We have identified and resolved the issue with Copilot’s Draft reply. The root cause was an upstream model provider intermittently returning responses in an unexpected format that bypassed our existing fallback logic. We're identifying improvements to prevent future impact on customers. Feb <var data-var='date'>24</var>, <var data-var='time'>21:05</var> UTC Investigating - We're currently investigating problems where Copilot's Draft reply functionality is not returning a proper response on a subset of customers.

Copilot draft reply is providing empty responses

Dec <var data-var='date'>21</var>, <var data-var='time'>00:00</var> UTC Resolved - All forecasts have been regenerated and the incident has been resolved. Dec <var data-var='date'>19</var>, <var data-var='time'>20:40</var> UTC Monitoring - We have rolled out a change that fixes the root cause of the issue, and are regenerating forecasts with the fix. Dec <var data-var='date'>19</var>, <var data-var='time'>20:08</var> UTC Identified - The issue has been identified and the fix has been implemented, we will be rolling this fix out shortly. Dec <var data-var='date'>19</var>, <var data-var='time'>19:35</var> UTC Investigating - Assembled is experiencing inaccurate forecasts being displayed for some staffing requirements. We're investigating the cause.

Is Assembled down?

Assembled status is UP

Lastest published events

[Reporting and Data Services] Delayed Metrics on Reporting Pages

Temporarily degraded performance

All Salesforce Service Cloud authorizations have been invalidated

Assembled Services, Components and Regions

Recent Assembled events

[Reporting and Data Services] Delayed Metrics on Reporting Pages

Temporarily degraded performance

All Salesforce Service Cloud authorizations have been invalidated

Email autosends and other asynchronous jobs are experiencing problems

Increased API latency, temporarily routing voice calls to live agents

Voice agent rerouting to live human agents due to elevated latency