Kustomer outage, 20 February 2026
[Voice] [Trouble accepting Inbound Calls] [PROD 1]
- Started
- Resolved
- 21 Feb 2026, 00:01 UTC (after 2 h)
- Impact
- Minor
- Affected
- Kustomer Voice
Last update from Kustomer
## Summary On February 20, 2026, a frontend change intended to improve performance unintentionally disrupted call setup in our Voice experience. As a result, agents could see an incoming call and click accept/decline, but audio would not connect and calls would time out. We rolled back the change and then deployed an additional fix to make startup more reliable and prevent recurrence. ## What happened When the Voice widget starts, it needs to receive a small set of configuration settings \(including feature-flag values\) from the main app before it can route and connect calls correctly. A pre-existing timing edge case meant that, in some cases, that initial configuration could be sent be...
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