7:00 AM — Our engineering team detected a sharp rise in database session pool timeouts in the Conversations service and began investigating. This was the same symptom that caused the outage on Friday, April 24th.
Root cause — Similar to Friday's instance, we traced the degradation to session exhaustion in our primary database for Conversations. However, for this outage, we isolated the session exhaustion specifically to the message hot path, where internal operations were holding database sessions longer than necessary, and under load the pool could not keep up — causing requests across the service to time out.
Response — We shipped a set of targeted fixes that reduce session pressure on a go-forward basis: removing a redundant secondary-lookup path so each message performs less database work, and tightening request cancellation in our conversation-details endpoint so failing sub-requests release their sessions immediately rather than waiting on a full timeout.
We believe this issue has been permanently resolved on a go-forward basis, and will be monitoring our core systems with a different pattern to detect and prevent this issue from happening again earlier.
We apologize once more for any inconvenience this may have caused.
Posted Apr 27, 2026 - 21:40 UTC
Resolved
The issue has been resolved, and our AI is responding in all channels as expected. We apologize once more for any inconvenience this may have caused.
Posted Apr 27, 2026 - 21:38 UTC
Investigating
We are currently experiencing a critical service disruption where the AI Assistant is not responding to incoming messages on SMS, Instagram, and Facebook channels. This outage is affecting all users who rely on the AI to interact with their customers on these platforms. As a result, automated replies, customer queries, and workflow automations dependent on the AI are currently unavailable. We understand the importance of these communication channels for your daily operations, and our team is treating this as our highest priority.
We are actively investigating the problem and will provide regular status updates until full service is restored.
Thank you for your patience and understanding as we work to resolve this issue as quickly as possible.
