Kustomer outage, 26 May 2026

WhatsApp messages failing Prods 1 + 2

Started
Resolved
27 May 2026, 00:21 UTC (after 2 h 7 min)
Impact
Minor
Affected
Channel - Chat

Last update from Kustomer

## Summary On May 26, 2026, some customers experienced failures when sending WhatsApp messages from existing conversations. The issue affected outbound message delivery for a subset of WhatsApp configurations. Service was restored after the responsible change was rolled back, and the issue is now resolved. ## Impact During the incident window, outbound WhatsApp messages failed for some existing conversations. Newly created conversations were less consistently affected, and impact varied by account configuration. Customers may have seen message-send failures or provider errors while attempting to send WhatsApp messages. ## Timeline All times EDT. * **4:05 PM:** The incident window is b...

11 Jun 2026, 21:19 UTC

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