Kustomer outage, 22 January 2026
[ROUTING] Chat and Voice conversations not routing [PROD 1 && PROD 2]
- Started
- Resolved
- 22 Jan 2026, 19:30 UTC (after 46 min)
- Impact
- Minor
- Affected
- Channel - Chat
Last update from Kustomer
# Post Mortem: Chat, Voice Routing, CSAT, Oauth, Scheduled Send Issues # **Summary** On January 22, 2024, customers experienced chat and voice conversations failing to route to agents due to a recent change in the assistant service. This triggered cascading failures across multiple backend services, degrading platform performance for several orgs. On January 27th, a subsequent incident occurred due to our scheduled jobs queue being flooded by assistant service jobs. This caused some CSAT Surveys to not send, Oauth connections to fail to refresh, and scheduled messages to not send. **Root Cause** A recent change to the assistant backend service increased the maximum workflow loops be...
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