Kustomer outage, 25 June 2026
MessageBird - unable to send outbound replies PROD 1
- Started
- Resolved
- 25 Jun 2026, 23:30 UTC (after 1 h 6 min)
- Impact
- Minor
- Affected
- Channel - Chat
Last update from Kustomer
## **Summary** On June 25, 2026, some customers were unable to send outbound WhatsApp replies from within Kustomer. The issue affected reply sending for a subset of WhatsApp channel configurations, which disrupted agent workflows and prevented some automated outbound messages from being sent through the same path. The issue was identified and resolved the same day. Service was fully restored, and the platform is operating normally. ## **Root cause** A change released earlier that day introduced stricter validation in the outbound WhatsApp reply flow. For a subset of supported channel configurations, valid sender values were incorrectly rejected before messages were sent. This caused repl...
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