Ada
AI. Source: Ada status page.
- Incidents, last 90 days
- 11
- Median to mitigation
- 43m
- Median to resolution
- 1h 2m
- p95 to resolution
- 8h 51m
- Naming an upstream provider
- 0%
- With a postmortem on the status page
- 0%
What failed, last 90 days
| The text does not say enough to tell | 8 |
| A provider or third-party service this vendor depends on failed | 2 |
| AI model returned degraded, wrong or empty output (not errors or timeouts) | 1 |
Tagged by deepseek/deepseek-v4.1-flash from each incident's updates. See the methodology.
Incidents per month
All recorded incidents
Messages not being delivered (US region)
Affected: Voice, Chat, APIs
Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by deepseek/deepseek-v4.1-flash with low confidence (taxonomy v0.3).
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investigating
Some end users of Ada web chat in our US region may not see the greeting or responses from the AI Agent. Messages may appear delayed or not appear at all. Our engineering team is investigating the issue.
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identified
Our engineering team is continuing to work on restoring service. Some end users may still not see greetings or responses from the AI Agent, or may see them delayed.
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monitoring
Our engineering team has made a change to the affected internal service, and greetings and responses are being delivered again. We are monitoring to confirm full recovery.
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resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Issues with a ticketing integration
Affected: APIs
Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by deepseek/deepseek-v4.1-flash with low confidence (taxonomy v0.3).
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investigating
we are currently investigating the issue
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identified
The issue has been identified, and a fix is currently being implemented.
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monitoring
The fix has been implemented, and we are currently monitoring the situation to ensure the issue is fully resolved.
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resolved
The incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Investigating issues with Analytics - AR not populating for US1 cluster bots
Affected: Dashboard
Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by deepseek/deepseek-v4.1-flash with low confidence (taxonomy v0.3).
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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...
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identified
The issue has been identified and a fix is being implemented.
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monitoring
A fix has been implemented and we are monitoring the results.
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resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Salesforce Live Agent Handoff Disconnections
Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by deepseek/deepseek-v4.1-flash with low confidence (taxonomy v0.3).
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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...
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monitoring
A fix has been implemented and we are monitoring the results.
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resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Investigating issues with Ada Voice service on US and Maple Clusters
Affected: Voice
Failure mode: A provider or third-party service this vendor depends on failed. Root cause: A failure at a provider or vendor they depend on. Tagged by deepseek/deepseek-v4.1-flash with high confidence (taxonomy v0.3).
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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...
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investigating
We are continuing to investigate this issue.
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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.
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monitoring
We will monitor the upstream provider for changes.
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monitoring
We are continuing to monitor for any further issues.
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resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Elevated handoffs to live agents
Affected: Email, Social Messaging, Voice, Chat, Agent Handoffs
Failure mode: A provider or third-party service this vendor depends on failed. Root cause: A failure at a provider or vendor they depend on. Tagged by deepseek/deepseek-v4.1-flash with high confidence (taxonomy v0.3).
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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.
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investigating
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.
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resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Elevated latency for Conversations and Analytics (US2)
Affected: Data & Analytics, Dashboard
Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by deepseek/deepseek-v4.1-flash with low confidence (taxonomy v0.3).
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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.
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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.
Excerpts are shortened. Read the full incident on Ada's status page.
Conversation View Delays
Affected: Dashboard
Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by deepseek/deepseek-v4.1-flash with high confidence (taxonomy v0.3).
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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.
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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.
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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.
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resolved
This incident has been resolved. Timing for conversations appearing in the conversations view has returned to normal. Thank you for your patience.
Excerpts are shortened. Read the full incident on Ada's status page.
Delayed AI Agent message delivery
Affected: AI Agent
Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by deepseek/deepseek-v4.1-flash with high confidence (taxonomy v0.3).
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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...
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identified
The issue has been identified and a fix is being implemented.
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identified
We are continuing to work on a fix for this issue.
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monitoring
A fix has been implemented and we are monitoring the results.
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resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Increase in handoff rate during Playbook execution
Affected: AI Agent
Failure mode: AI model returned degraded, wrong or empty output (not errors or timeouts). Root cause: The vendor does not say why it happened. Tagged by deepseek/deepseek-v4.1-flash with medium confidence (taxonomy v0.3).
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investigating
We are investigating reports of increased handoffs to live agents that take place during playbook execution.
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identified
The issue has been identified and a fix is being implemented.
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monitoring
A fix has been implemented and we are monitoring the results.
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monitoring
We are continuing to monitor for any further issues.
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resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Availability Rule Variable Selector Is Unusable in Playbooks V1 + V2
Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by deepseek/deepseek-v4.1-flash with high confidence (taxonomy v0.3).
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investigating
We are currently investigating an issue where users cannot select availability rules variables in playbook (V1 + V2)
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resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Agent dashboards are unable to load.
Affected: Dashboard
Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by deepseek/deepseek-v4.1-flash with low confidence (taxonomy v0.3).
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investigating
We are investigating reports of clients being unable to access their ai agent dashboards.
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identified
The issue has been identified and a fix is being implemented.
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identified
We are continuing to work on a fix for this issue.
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monitoring
A fix has been implemented and we are monitoring the results.
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resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Ada Dashboard fails to load intermittently
Affected: Dashboard, Voice, Chat
Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by deepseek/deepseek-v4.1-flash with low confidence (taxonomy v0.3).
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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.
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investigating
We've identified additional impact to this incident. Some end users may experience their chat sessions failing to load.
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identified
The issue has been identified and a fix is being implemented.
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monitoring
A fix has been implemented and we are monitoring the results.
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resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
MCP server authentication is currently failing due to an outage in WorkOS
Affected: APIs
Failure mode: A provider or third-party service this vendor depends on failed. Root cause: A failure at a provider or vendor they depend on. Tagged by deepseek/deepseek-v4.1-flash with high confidence (taxonomy v0.3).
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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/
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resolved
WorkOS fix is now effective, and we have stopped monitoring the issue.
Excerpts are shortened. Read the full incident on Ada's status page.
Outbound Emails via SMTP Connector from Zendesk in US Production Environment are not being sent to the End users
Affected: Agent Handoffs
Failure mode: A provider or third-party service this vendor depends on failed. Root cause: A configuration change. Tagged by deepseek/deepseek-v4.1-flash with medium confidence (taxonomy v0.3).
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investigating
We are working on finding the cause of the issue.
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identified
The root cause has been identified as a security policy on our SMTP server.
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resolved
A fix has been deployed, and queued Zendesk Emails are being sent out now.
Excerpts are shortened. Read the full incident on Ada's status page.
Some AI Agent conversations transferring to a human agent
Affected: AI Agent
Failure mode: AI model returned degraded, wrong or empty output (not errors or timeouts). Root cause: A bug in the vendor's own code. Tagged by deepseek/deepseek-v4.1-flash with medium confidence (taxonomy v0.3).
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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...
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monitoring
A fix has been implemented and we are monitoring the results.
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monitoring
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...
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resolved
The team was able to identify the root cause and a fix is in place.
Excerpts are shortened. Read the full incident on Ada's status page.
Investigating issues with Ada Dashboard - Page Loading Errors
Affected: Dashboard
Failure mode: A provider or third-party service this vendor depends on failed. Root cause: A failure at a provider or vendor they depend on. Tagged by deepseek/deepseek-v4.1-flash with high confidence (taxonomy v0.3).
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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...
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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...
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identified
We are continuing to work on a fix for this issue.
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identified
We are continuing to work on a fix for this issue.
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monitoring
A fix has been implemented and we are monitoring the results.
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monitoring
We are continuing to monitor for any further issues.
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resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Intermittent Chatbot Loading Issues in US Cluster
Affected: AI Agent
Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by deepseek/deepseek-v4.1-flash with low confidence (taxonomy v0.3).
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investigating
We are currently investigating the issue.
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identified
The issue has been identified and a fix is being implemented.
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monitoring
A fix has been implemented and we are monitoring the results.
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resolved
The incident have been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Oracle Handoffs are failing
Affected: Agent Handoffs
Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by deepseek/deepseek-v4.1-flash with low confidence (taxonomy v0.3).
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investigating
We are currently investigating this issue.
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monitoring
A fix has been implemented and we are monitoring the results.
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resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Delayed responses and processing for some automated interactions
Affected: AI Agent, Chat
Failure mode: Data delayed, stale, lost or corrupted, or needing replay after recovery. Root cause: The vendor does not say why it happened. Tagged by deepseek/deepseek-v4.1-flash with medium confidence (taxonomy v0.3).
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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...
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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.
Excerpts are shortened. Read the full incident on Ada's status page.
Handoff Failing
Affected: Agent Handoffs
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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
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investigating
We are continuing to investigate this issue
-
investigating
We are continuing to investigate this issue
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identified
We’ve identified that the scope was much more limited, and most clients have not been affected.
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monitoring
A fix has been implemented and we are monitoring the results
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resolved
The incident has been resolved
Excerpts are shortened. Read the full incident on Ada's status page.
Delay in the Conversation view
Affected: Data & Analytics, Dashboard
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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
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identified
The root of the issue has been identified and we are currently working to resolve the latency observed in the dashboard.
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monitoring
A fix has been implemented and we are monitoring the results.
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resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Investigating issues with Ada Chat services
Affected: AI Agent, Chat
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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...
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investigating
We have determined this outage is only affecting AI Agents on the US Cluster - US2 and other clusters are functioning normally.
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identified
The issue has been identified and a fix is being implemented.
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monitoring
A fix has been implemented and we are monitoring the results.
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resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Elevated error rates on AI Agent responses
Affected: AI Agent, Agent Handoffs
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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...
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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.
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identified
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.
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identified
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.
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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.
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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
Excerpts are shortened. Read the full incident on Ada's status page.
Message processing errors
Affected: AI Agent, Voice, Chat
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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."
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identified
The issue has been identified and a fix is being implemented.
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monitoring
A fix has been implemented and we are monitoring the results.
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resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Investigating issues with Ada Voice service
Affected: Dashboard
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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...
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investigating
We are continuing to investigate this issue.
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investigating
We are continuing to investigate this issue.
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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.
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monitoring
A fix has been implemented and we are monitoring the results.
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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...
Excerpts are shortened. Read the full incident on Ada's status page.
Increase in Emergency Voice Handoffs
Affected: Voice
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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.
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resolved
We have resolved an issue that caused an increase in emergency handoffs for a subset of customers.
Excerpts are shortened. Read the full incident on Ada's status page.
Language detection is currently showing degraded performance for language switching
Affected: Chat
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investigating
We are currently investigating this issue
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investigating
We are continuing to investigate this issue.
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identified
We have identified the root cause of the behaviour and are working to solution a resolution at this time.
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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.
Excerpts are shortened. Read the full incident on Ada's status page.
Investigating - Elevated Handoffs
Affected: AI Agent
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investigating
We are currently investigating elevated handoff rates across all clusters. Our team is actively working to identify the root cause and restore normal behaviour. We will provide further updates as the investigation progresses.
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monitoring
We have identified the cause of elevated handoff rates and have deployed a fix. We are actively monitoring to confirm the issue is fully resolved and will provide a further update shortly.
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resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Issues with Ada's Zendesk integration are being investigated
Affected: Agent Handoffs
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investigating
Some customers are experiencing issues with Ada's Zendesk integration. This is affecting chat transcripts for Zendesk messaging integration. 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...
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identified
The issue has been identified, and we are seeing systems recovering.
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monitoring
The systems have recovered and we are seeing transcripts passing through successfully.
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resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Conversation View Delays Are Being Investigated
Affected: Data & Analytics
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investigating
We are currently investigating delays affecting conversation view and article syncing in our US production environment. Reports and API analytics are operational and unaffected. Our team is actively working to identify and resolve the cause. We will provide another update...
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monitoring
We have identified the cause of the delays affecting conversation view and article syncing in our US production environment. Data is currently processing through a backlog and will catch up automatically. We have confirmed that no data has been lost. Reports and API analytics...
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monitoring
We are continuing to monitor for any further issues.
-
monitoring
We are continuing to monitor for any further issues.
-
monitoring
We are continuing to monitor for any further issues.
-
monitoring
We are continuing to monitor for any further issues.
-
monitoring
We are continuing to monitor for any further issues.
-
monitoring
We are continuing to monitor for any further issues.
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resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Dashboard Analytics and Conversation View - Data Processing Delays - Ficanex Cluster
Affected: Data & Analytics, Dashboard
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monitoring
We are currently investigating a connectivity issue affecting the ficanex production environment. Some data pipeline services may be experiencing disruptions. Our engineering team has identified the likely cause and is working on a fix. We will provide an update as soon as the...
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resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Delays in Conversation View for US2 Cluster
Affected: Data & Analytics, Dashboard
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investigating
We are investigating reports of delayed conversation views for bots in the US2 cluster. Bots using the format [bothandle].us2.ada.support may be affected.
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identified
The issue has been identified and a fix is being implemented
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monitoring
A fix has been implemented and we are monitoring the results.
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resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
US2 Cluster ai agents failing to load chat window
Affected: Chat
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investigating
We are currently investigating reports of some ai agent resulting in an error screen when trying to load the chat window. Reports indicate this is currently limited to us2 cluster ai agents. You can identify the cluster via the address used to log into the admin dashboard (eg....
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investigating
We are continuing to investigate this issue.
-
investigating
We are continuing to investigate this issue.
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identified
The issue has been identified and a fix is being implemented.
-
monitoring
A fix has been implemented and we are monitoring the results.
-
monitoring
We are continuing to monitor for any further issues.
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resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Admin Dashboard Not Loading for US Cluster Customers
Affected: Dashboard
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investigating
We are currently investigating reports of the admin dashboard failing to load for us cluster customers. Customers are reporting a 500 response when attempting to load a dashboard of an ai agent in the us cluster. Dashboard in other clusters (ie. the address includes a cluster...
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identified
The issue has been identified and a fix is being implemented.
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monitoring
A fix has been implemented and we are monitoring the results.
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resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Delays in Conversations View Updates
Affected: Data & Analytics
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investigating
We are currently investigating reports of delays in the Conversations View. Some clients may notice delays in conversations and new messages appearing in their dashboard.
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identified
The issue has been identified and a fix is being implemented.
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monitoring
A fix has been implemented and we're monitoring results. Some conversation data must still be processed and users may take some time to see all their missing conversations appear in the conversations view.
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resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Satisfaction survey occasionally presented incorrectly
Affected: Chat
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investigating
We're investigating reports of the CSAT survey being presented at unexpected times. Users may see a survey presented in followup conversations that are not tied to a conversation with a human or ai agent.
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identified
We’ve identified the cause of the issue. We are actively working on the fix and we will provide another update by 1:30pm EST.
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identified
We are continuing to work on the fix for this issue and we will provide another update by 2:30pm EST.
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identified
We are continuing to work on the fix for this issue and we will provide another update by 3:30pm EST.
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identified
We are completing additional testing before we release the fix for this issue. We will provide another update by 4:30pm EST.
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monitoring
A fix has been implemented and we are monitoring the results.
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resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Azure PTU failing midstream causing handoffs in the Unified Reasoner
Affected: AI Agent
Names an upstream provider: Azure.
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investigating
Issue: We are seeing an increase of handoffs across all clusters due to an upstream service provider. Who it affects: Conversations using the Unified Reasoner.
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identified
The issue has been identified and a fix is being implemented.
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monitoring
A fix has been implemented and we are monitoring the results.
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resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
New connection or reconnection to Zendesk messaging not available right now
Affected: Agent Handoffs
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investigating
We are currently investigating this issue. If you have already connected to the Zendesk messaging, please don't disconnect and re-connect it right now as it would cause some issues.
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investigating
We are continuing to investigate this issue.
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identified
The issue has been identified, and Zendesk is actively working toward a resolution.
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resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Degradation in Salesforce Messaging Integration performance
Affected: Agent Handoffs
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investigating
We are currently investigating reports of degraded performance affecting the Salesforce Messaging integration. Customers may experience issues where chat widgets are crashing upon clicking hyperlinks for files uploaded from the Salesforce Live agents.
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investigating
We are continuing to investigate this issue.
-
investigating
We are continuing to investigate this issue.
-
investigating
We are continuing to investigate this issue.
-
investigating
We are continuing to investigate this issue.
-
investigating
We are continuing to investigate this issue.
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identified
We have identified that the issue is related to internal dashboard environments and no end users are impacted from this issue.
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monitoring
As the issue is strictly related to internal dashboard testing environments we are going to close out this issue and continue to troubleshoot the impacted features.
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resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Degradation in Zendesk Messaging handoff integrations
Affected: Agent Handoffs
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investigating
We have investigating reports of a Passcontrol issue related to the "End Chat" button to end escalated agent conversations. User's pressing the "End Chat" button may still be connected to Zendesk Live Agents until the agent ends the live chat on the zendesk side. We are actively...
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identified
The issue has been identified and we are working to implement the fix as soon as possible - Our upstream provider for this deployment is currently working to resolve their own internal pipeline issue and will publish the fix once resolved. We will continue to monitor and update...
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identified
The deployment of the fix is pending the recovery of a downstream service. We will update again when the fix is in place.
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resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Degradation in Salesforce Messaging Integration performance
Affected: Agent Handoffs
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investigating
We are currently investigating reports of degraded performance affecting the Salesforce Messaging integration. Some customers may experience issues where chats do not successfully connect to an agent. We are actively working to identify the cause and will provide updates as they...
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monitoring
A fix has been deployed for the Salesforce Messaging issue, and we are actively testing and monitoring to ensure chats are connecting to agents as expected. Further updates will follow as validation continues.
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resolved
The issue impacting Salesforce Messaging integration performance has been resolved. Chats should now connect to agents as expected. We will continue to monitor to ensure ongoing stability.
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Investigating issues with Ada Dashboard
Affected: APIs
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investigating
Analytics are currently unavailable for all generative customers across all clusters due to an issue with an upstream provider. Our team is actively monitoring and working toward resolution.
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investigating
We are continuing to investigate this issue.
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investigating
We've applied a temporary mitigation, and clients should now be able to access analytics data. During this time, data freshness may be delayed by up to one hour. Investigation is ongoing.
-
monitoring
Our upstream provider is actively deploying a fix for the issue. Analytics are currently available, and error rates have returned to normal. We are continuing to monitor closely.
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resolved
Analytics availability has been restored following an upstream provider outage. Clients may notice minor discrepancies in analytics data from approximately 4:00–6:00 AM ET, which will be automatically backfilled later today. We will continue to monitor to ensure everything...
Excerpts are shortened. Read the full incident on Ada's status page.
Incident with the Voice channel
Affected: Voice
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investigating
We're investigating reports of the voice channel being unavailable in multiple of ai agents. Your customers may be unable to reach the ai agent via the phone channel.
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investigating
We are continuing to investigate the issue. Impact has been identified to ai agents in the US cluster. If your ai agent is in a different cluster (eg. EU) the phone channel will not be affected.
-
investigating
We are continuing to investigate this issue.
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identified
The issue has been identified and a fix is being implemented.
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monitoring
A fix has been implemented and we are monitoring the results.
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resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Knowledge articles sync is not syncing in US cluster
Affected: AI Agent, APIs
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investigating
We are currently investigating this issue.
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identified
The issue has been identified and a fix is being implemented.
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monitoring
A fix has been implemented and we are monitoring the results.
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resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Intermittent Issues with Ada Chat Services
Affected: Email, Social Messaging, AI Agent, Voice, Chat
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monitoring
Our team has identified a problem with our services where chatters were intermittently seeing failure messages. A fix has been put in place and we are monitoring the fix
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resolved
This incident has been resolved
Excerpts are shortened. Read the full incident on Ada's status page.
Delays in conversation updates
Affected: Data & Analytics
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investigating
We’re investigating reports of delays in updating the conversations view. Users may see slower-than-normal updates in this view. Our engineers are working on it. Next update will be in an hour.
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identified
The issue has been identified, and the team is working on implementing a fix.
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Investigating issues with Ada Dashboard
Affected: Dashboard
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investigating
Some customers are experiencing issues with the Ada Dashboard. This is affecting Ada Dashboard users only. We are seeing increased delays of 15-20 minutes for new Conversations to appear in the Conversations View. Chatters interacting with your bot are unaffected. We’re aware of...
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identified
Our team is currently investigating an identified 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.
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identified
We are continuing to work on a fix for this issue.
-
identified
We are continuing to work on a fix for this issue.
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resolved
The issue with the Ada Dashboard has been resolved and Dashboard users should see things functioning normally again. Our team will continue to monitor the fix. We’re sorry for the impact of this issue and appreciate your understanding.
Excerpts are shortened. Read the full incident on Ada's status page.
Delay in knowledge article updates
Affected: AI Agent
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investigating
We're investigating a delay in knowledge article updates. Customers may notice that updates to their knowledge articles are not picked up immediately by their ai agent. Articles referenced by ai agents may be out of date if they have been updated recently.
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investigating
We are continuing to investigate this issue.
-
investigating
We are continuing to investigate the issue. We're seeing improvements in the delay and will continue to monitor
-
investigating
We are continuing to investigate the issue. We are continuing to monitor as the delay improves.
-
investigating
We are continuing to investigate and monitor the issue.
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resolved
The issue with a delay in the knowledge articles updating has been resolved and regular update cadence has been re-instated. Our team will continue to monitor the fix. We’re sorry for the impact of this issue and appreciate your understanding.
Excerpts are shortened. Read the full incident on Ada's status page.
Investigating issues with Ada Voice service
Affected: Voice
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investigating
Some customers are experiencing issues with our Voice services. This is affecting some chatters interacting with Ada Voice bots in the form of Speech to Text failure. We’re aware of the issue and our team is actively working on getting everything back to normal. We're sorry for...
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identified
The Root Cause has been identified as a dependent service. We are working towards a fix. 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.
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monitoring
The issue with Ada Voice has been resolved and chatters should see things functioning normally again. Our team will continue to monitor the fix. We’re sorry for the impact of this issue and appreciate your understanding.
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resolved
The issue with Ada Voice has been resolved and chatters should see things functioning normally again. Our team will continue to monitor the fix. We’re sorry for the impact of this issue and appreciate your understanding.
Excerpts are shortened. Read the full incident on Ada's status page.
Conversations update are delayed in conversation view
Affected: Dashboard
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investigating
Some customers may see delays in conversation view updates. We are investigating the issue now.
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resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Investigating issues with Playbooks
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Investigating issues with Ada Dashboard Conversations View in US
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resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Aanlytics Data Refresh DelayDelayed Data Refresh in Reporting Dashboard
-
resolved
The incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Investigating latency with Ada Chat services
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Conversation view Delay
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Ada Voice services dashboard interruption
-
resolved
The issue is resolved and the upstream provider services have returned to normal. Some clients may observe temporarily missing data in their AR and Analytics dashboards. Our team is working on backfilling the relevant data and it will be available as soon as possible. There are...
Excerpts are shortened. Read the full incident on Ada's status page.
Chat widget unavailable
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Delay in bot response
-
resolved
The issue has been resolved
Excerpts are shortened. Read the full incident on Ada's status page.
Investigating issues with Analytics
-
resolved
This incident is resolved. There were issues with one of our upstream providers which has been resolved. Analytics data backfill will take up to a day to process all the data it missed during the day of downtime.
Excerpts are shortened. Read the full incident on Ada's status page.
Voice Channel Configuration Missing Details
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Users are experiencing intermittent issues with Ada Services
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Partial Outages and increased latency Issues with Ada Chat have been identified
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Investigating issues with Ada Chat services
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Agent messages containing links do not always reach end user.
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
General latency in chat conversations
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Investigating issues with AI Agent Coaching Adherence
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Live Agent message latency impacting some live agent handoffs
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Voice channel outage
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Investigating issues with Ada Chat services
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Investigating issues with Analytics
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Latency incident with generative and declarative
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Increased Latency in Chat Sessions
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Links shared by the AI agent are attempting to open within the chat frame, resulting in a ‘refused to connect’ error.
-
resolved
The issue has been resolved
Excerpts are shortened. Read the full incident on Ada's status page.
Voice Channel Unavailable in some ai agents
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Increased Latency in Ai Agent Performance
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Increased Latency in Ai Agent Performance
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Investigating issues with Ada Chat services in EU
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Knowledge Base Articles Sync Currently Not Syncing
-
resolved
The incident has finally been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Bot Latency across all channels for the US Cluster
-
resolved
Latency was observed, and end users were presented with the fallback message when attempting to interact with bot.
Excerpts are shortened. Read the full incident on Ada's status page.
Investigating issues with Ada Voice service
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Latency issues with Ada Chat have been identified
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Increased Latency in Ai agents
-
resolved
Initial changes are available. Some longer term improvements are also scheduled to improve overall performance and these will be added as general improvements to the Product.
Excerpts are shortened. Read the full incident on Ada's status page.
Some users are unable to share files with agents over chat
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Early rate limit enforcement on Ada API's
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
API Errors/Connection Issues
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Decreased performance in multilingual ai agent
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Topics tab missing from Ada dashboard (Generative and Declarative bot) for customers
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Investigating issues with Ada Chat services
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
New email channel activations failing
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Degraded performance in ai agents knowledge matching
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Coaching issue
-
resolved
We had a coaching issue from 8:45pm-9:25pm EST. This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Delay in message delivery Sunco-related handoffs/escalations
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Investigating issues with Analytics
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Chat service unavailable
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Investigating message latency with Ada Chat services
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Voice channel outage in US cluster from 01:11 - 01: 30 am EST
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Investigating issues with Ada Chat services
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Investigating issues with Ada Dashboard
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Voice Channel Missing Messages
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Bot Dashboard Inaccessible
-
resolved
The incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Investigating issues with Coaching on Ada Dashboard
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Chat bot window not leading to a chat session in some bots
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Investigating issues with Analytics
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Investigating issues with Ada Chat services
-
resolved
The issue with Ada Chat has been resolved and chatters should see things functioning normally again at 1:15PM EST. Our team will continue to monitor the fix. We’re sorry for the impact of this issue and appreciate your understanding.
Excerpts are shortened. Read the full incident on Ada's status page.
Investigating issues with Ada Chat services
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Increased handoff rates
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Knowledge Article Update Latency
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Conversation Latency
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Ada App Blocks Partial Outage
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Investigating issues with Email Action App on EU and Maple Clusters
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Conversation Topics and Resolution Estimation Latency
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Dashboard Performance Degradation
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Delay in Conversation View Refresh
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Dashboard Update Delay Affecting Certain Pages
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Intermittent salesforce handoff impact
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Oracle Service Cloud "Failed to send agent message" Failures
-
resolved
The issue has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Conversation View Fails to Display Recent Conversations
-
resolved
The conversation view has been updated to the most recent conversations.
Excerpts are shortened. Read the full incident on Ada's status page.
Investigating issues with Automated Resolution Analytics
-
resolved
This incident has been marked resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Degraded Performance in Reasoning Engine
-
resolved
This incident has been resolved.
Excerpts are shortened. Read the full incident on Ada's status page.
Voice channel outage
-
resolved
Issue: An outage with the Voice channel between 10:50am to 11:15am ET resulted in calls to voice channel bots being routed to the fallback number. A fix has been implemented and calls are back to routing as normal.
Excerpts are shortened. Read the full incident on Ada's status page.
Proactive SMS campaigns not delivered due to Twilio outage
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resolved
Proactive campaigns were not triggered due to third party provider incident.
Excerpts are shortened. Read the full incident on Ada's status page.