[Care & Flow] Disruptions in Brand messenger

Incident Report for Khoros

Resolved

This incident has been resolved.

Posted Mar 08, 2024 - 13:10 CST

Monitoring

We confirm that the affected services have been restored and are working as expected. We will continue to monitor the situation and provide another update soon.

Posted Mar 08, 2024 - 10:28 CST

Update

The resolution steps are in progress now, and the ETA for completion is 1 hour. We shall keep you updated as soon as the steps are complete.

Posted Mar 08, 2024 - 09:44 CST

Update

We continue troubleshooting the issue, and we will share more details as we progress.

Posted Mar 08, 2024 - 09:08 CST

Update

We have involved our partner teams to troubleshoot the issue further and are working on the issue with utmost priority; we will keep you posted as we have more information available.

Posted Mar 08, 2024 - 08:06 CST

Update

We are actively working on the issue and will update you as progress is available.

Posted Mar 08, 2024 - 06:53 CST

Update

We continue working on the resolution and will keep you updated as more information is available.

Posted Mar 08, 2024 - 05:58 CST

Identified

Upon further analysis, we identified that the issue is affecting only EMEA customers as of now; we are working towards the resolution and will keep you updated on the progress.

Posted Mar 08, 2024 - 04:48 CST

Update

We continue to investigate the issue and we will update you as we have more information.

Posted Mar 08, 2024 - 04:31 CST

Investigating

We are experiencing an issue with Brand Messenger(BM V2) integrations in Care & Flow, which affects a subset of customers. As a result, agents are observing a failure while sending responses, and bot responses are also failing.
We are actively investigating the issue and will update you on progress.

Posted Mar 08, 2024 - 03:52 CST

This incident affected: Khoros Flow (Khoros Care Integration) and Khoros Care (Brand Messenger).