Ada

Affected: APIs

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. investigating 2026-10-16 18:35 UTC

   we are currently investigating the issue

2. identified 2026-10-16 18:55 UTC

   The issue has been identified, and a fix is currently being implemented.

3. monitoring 2026-10-16 18:56 UTC

   The fix has been implemented, and we are currently monitoring the situation to ensure the issue is fully resolved.

4. resolved 2026-10-16 19:15 UTC

   The incident has been resolved.

Excerpts are shortened. Read the full incident on Ada's status page.

Affected: Dashboard

Failure mode: Data delayed, stale, lost or corrupted, or needing replay after recovery. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. investigating 2026-10-02 17:24 UTC

   Some customers are experiencing issues with Analytics. This is affecting Ada Dashboard users in the form of the AR statistic not populating for US1 cluster bots on MCP or dashboard view. We’re aware of the issue and our team is actively working on getting everything back to...

2. identified 2026-10-02 17:47 UTC

   The issue has been identified and a fix is being implemented.

3. monitoring 2026-10-02 18:21 UTC

   A fix has been implemented and we are monitoring the results.

4. resolved 2026-10-02 18:34 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Ada's status page.

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. investigating 2026-09-07 12:45 UTC

   We are currently investigating an issue affecting customers using the Salesforce live agent integration. Some users who are connected to a live agent may be unexpectedly disconnected mid-conversation Our engineering team has identified the root cause and is working on a fix. We...

2. monitoring 2026-09-07 13:27 UTC

   A fix has been implemented and we are monitoring the results.

3. resolved 2026-09-07 13:33 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Ada's status page.

Affected: Voice

Failure mode: A provider or third-party service this vendor depends on failed. Root cause: A failure at a provider or vendor they depend on. Tagged by claude-haiku-5-5 with high confidence (taxonomy v0.2).

1. investigating 2026-09-01 16:37 UTC

   Some customers are experiencing issues with our Voice services. This is affecting some chatters interacting with Ada Voice bots in the form of Emergency Handoffs. This is only affecting AI Agents on US and Maple clusters at this time. We’re aware of the issue and our team is...

2. investigating 2026-09-01 17:07 UTC

   We are continuing to investigate this issue.

3. identified 2026-09-01 17:20 UTC

   Our team has identified the problem with Ada Voice and have determined the root cause to be with an outage involving an upstream voice provider. Apologies for this inconvenience. We will continue to keep you up to date every 30 minutes.

4. monitoring 2026-09-01 17:20 UTC

   We will monitor the upstream provider for changes.

5. monitoring 2026-09-01 18:02 UTC

   We are continuing to monitor for any further issues.

6. resolved 2026-09-01 18:05 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Ada's status page.

Affected: Email, Social Messaging, Voice, Chat, Agent Handoffs

Failure mode: A provider or third-party service this vendor depends on failed. Root cause: A failure at a provider or vendor they depend on. Tagged by claude-haiku-5-5 with high confidence (taxonomy v0.2).

1. investigating 2026-08-27 14:49 UTC

   We are investigating elevated errors in AI Agent reply generation that are causing a higher-than-normal rate of handoffs to live agents across all regions. Early indications point to an upstream dependency.

2. investigating 2026-08-27 15:15 UTC

   Upstream issue subsided and all systems have been stable since. We are hardening our systems so transient provider errors are retried and failed over transparently.

3. resolved 2026-08-27 15:39 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Ada's status page.

Affected: Data & Analytics, Dashboard

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2026-08-25 20:24 UTC

   We are investigating elevated latency affecting the Ada dashboard in the US2 region. Customers may experience slow loading of Conversation View, conversation transcripts, conversation search, and analytics dashboards.

2. resolved 2026-08-25 20:35 UTC

   Query performance in US2 has returned to normal baseline levels and all affected endpoints. Conversation View, transcripts, conversation search, and analytics dashboards are responding at expected speeds.

Excerpts are shortened. Read the full incident on Ada's status page.

Affected: Dashboard

Failure mode: Data delayed, stale, lost or corrupted, or needing replay after recovery. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2026-08-24 15:12 UTC

   We are currently investigating reports of delays to conversations appearing in the conversation view. Users may not see conversations appearing immediately in the conversation view at this time. An update will be provided in the next 30 min.

2. identified 2026-08-24 15:40 UTC

   We have identified the cause of delayed conversations in the conversations view. The team is currently reviewing solutions, and we will be providing another update within the next 30 minutes.

3. monitoring 2026-08-24 16:08 UTC

   A fix has been implemented and we are seeing conversations beginning to appear normally in the conversations view. Conversations may take up to 10 minutes to appear while the fix is running. We will continue to monitor the fix, and provide an update in the next 30 min.

4. resolved 2026-08-24 16:23 UTC

   This incident has been resolved. Timing for conversations appearing in the conversations view has returned to normal. Thank you for your patience.

Excerpts are shortened. Read the full incident on Ada's status page.

Affected: AI Agent

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. investigating 2026-08-21 13:11 UTC

   We are investigating delayed delivery of AI Agent messages affecting some customers. End users may experience a long pause before receiving a reply, and in some cases may not receive a reply at all. Live agent handoffs are not affected and continue to work normally. Our...

2. identified 2026-08-21 13:38 UTC

   The issue has been identified and a fix is being implemented.

3. identified 2026-08-21 14:07 UTC

   We are continuing to work on a fix for this issue.

4. monitoring 2026-08-21 14:39 UTC

   A fix has been implemented and we are monitoring the results.

5. resolved 2026-08-21 15:09 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Ada's status page.

Affected: AI Agent

Failure mode: AI model returned degraded, wrong or empty output (not errors or timeouts). Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2026-08-11 13:22 UTC

   We are investigating reports of increased handoffs to live agents that take place during playbook execution.

2. identified 2026-08-11 13:28 UTC

   The issue has been identified and a fix is being implemented.

3. monitoring 2026-08-11 13:28 UTC

   A fix has been implemented and we are monitoring the results.

4. monitoring 2026-08-11 13:30 UTC

   We are continuing to monitor for any further issues.

5. resolved 2026-08-11 14:25 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Ada's status page.

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. investigating 2026-07-24 10:41 UTC

   We are currently investigating an issue where users cannot select availability rules variables in playbook (V1 + V2)

2. resolved 2026-07-24 19:32 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Ada's status page.

Affected: Dashboard

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. investigating 2026-07-21 14:29 UTC

   We are investigating reports of clients being unable to access their ai agent dashboards.

2. identified 2026-07-21 14:29 UTC

   The issue has been identified and a fix is being implemented.

3. identified 2026-07-21 14:58 UTC

   We are continuing to work on a fix for this issue.

4. monitoring 2026-07-21 15:13 UTC

   A fix has been implemented and we are monitoring the results.

5. resolved 2026-07-21 15:41 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Ada's status page.

Affected: Dashboard, Voice, Chat

Failure mode: Login, tokens, certificates or credentials failed. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2026-07-17 00:48 UTC

   We're investigating reports of admins being unable to access pages of their Ada dashboard. Admins may occasionally see a 403 error when accessing their backend dashboards.

2. investigating 2026-07-17 01:03 UTC

   We've identified additional impact to this incident. Some end users may experience their chat sessions failing to load.

3. identified 2026-07-17 01:26 UTC

   The issue has been identified and a fix is being implemented.

4. monitoring 2026-07-17 01:26 UTC

   A fix has been implemented and we are monitoring the results.

5. resolved 2026-07-17 01:48 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Ada's status page.

Affected: APIs

Failure mode: A provider or third-party service this vendor depends on failed. Root cause: A failure at a provider or vendor they depend on. Tagged by claude-haiku-5-5 with high confidence (taxonomy v0.2).

1. monitoring 2026-07-16 10:41 UTC

   Authentication to MCP server is failing due to an outage at WorkOS. A fix for the same has been deployed and is being monitored by WorkOS. Incident page: https://status.workos.com/

2. resolved 2026-07-16 11:49 UTC

   WorkOS fix is now effective, and we have stopped monitoring the issue.

Excerpts are shortened. Read the full incident on Ada's status page.

Affected: Agent Handoffs

Failure mode: Security incident or emergency response to a vulnerability. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2026-07-14 13:31 UTC

   We are working on finding the cause of the issue.

2. identified 2026-07-14 13:50 UTC

   The root cause has been identified as a security policy on our SMTP server.

3. resolved 2026-07-14 13:51 UTC

   A fix has been deployed, and queued Zendesk Emails are being sent out now.

Excerpts are shortened. Read the full incident on Ada's status page.

Affected: AI Agent

Failure mode: AI model returned degraded, wrong or empty output (not errors or timeouts). Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2026-07-12 11:45 UTC

   We've identified an issue affecting some AI Agent conversations that use playbooks. In affected conversations, the AI Agent may transfer the conversation to a human agent before completing the playbook's steps, which can reduce automated resolution. Our engineering team has...

2. monitoring 2026-07-12 11:45 UTC

   A fix has been implemented and we are monitoring the results.

3. monitoring 2026-07-12 11:59 UTC

   Overall AI Agent conversation handling is at normal levels while we prepare and roll out a permanent fix for the underlying issue. Some conversations that use certain playbook configurations may still be affected until it's fully deployed, if you're seeing this, please contact...

4. resolved 2026-07-13 19:56 UTC

   The team was able to identify the root cause and a fix is in place.

Excerpts are shortened. Read the full incident on Ada's status page.

Affected: Dashboard

Failure mode: A provider or third-party service this vendor depends on failed. Root cause: A failure at a provider or vendor they depend on. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2026-07-10 16:46 UTC

   Some customers are experiencing issues with the Ada Dashboard. This is affecting Ada Dashboard users only in the form of pages being unable to load, especially the Testing and Conversation View Page.. Chatters interacting with your bot are unaffected. We’re aware of the issue...

2. identified 2026-07-10 16:50 UTC

   Our team has identified an apparent root cause (a third party vendor) and our team is currently implementing a fix for the issue with the Ada Dashboard. Thank you for your patience as we work on a resolution. Apologies for this inconvenience. We will continue to keep you up to...

3. identified 2026-07-10 17:11 UTC

   We are continuing to work on a fix for this issue.

4. identified 2026-07-10 17:37 UTC

   We are continuing to work on a fix for this issue.

5. monitoring 2026-07-10 17:57 UTC

   A fix has been implemented and we are monitoring the results.

6. monitoring 2026-07-10 19:12 UTC

   We are continuing to monitor for any further issues.

7. resolved 2026-07-10 19:12 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Ada's status page.

Affected: AI Agent

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. investigating 2026-07-09 04:44 UTC

   We are currently investigating the issue.

2. identified 2026-07-09 04:49 UTC

   The issue has been identified and a fix is being implemented.

3. monitoring 2026-07-09 04:53 UTC

   A fix has been implemented and we are monitoring the results.

4. resolved 2026-07-09 04:55 UTC

   The incident have been resolved.

Excerpts are shortened. Read the full incident on Ada's status page.

Affected: Agent Handoffs

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. investigating 2026-07-07 11:54 UTC

   We are currently investigating this issue.

2. monitoring 2026-07-07 13:40 UTC

   A fix has been implemented and we are monitoring the results.

3. resolved 2026-07-07 14:28 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Ada's status page.

Affected: AI Agent, Chat

Failure mode: Data delayed, stale, lost or corrupted, or needing replay after recovery. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2026-07-06 21:33 UTC

   We are currently investigating an issue affecting some of our platform's background processing. During this time, you may experience: - Delayed or missed bot replies on some conversations - Stale or delayed knowledge answers, where recently updated content may not yet be...

2. resolved 2026-07-06 22:38 UTC

   Identified and resolved an issue affecting some internal background data processing. Our team corrected it and confirmed all systems have returned to normal operation.

Excerpts are shortened. Read the full incident on Ada's status page.

Affected: Agent Handoffs

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. investigating 2026-05-26 20:58 UTC

   We're investigating reports of failed handoffs. A subset of users are unable to handoff. We'll provide updates to the incident every 30 minutes

2. investigating 2026-05-26 21:29 UTC

   We are continuing to investigate this issue

3. investigating 2026-05-26 22:00 UTC

   We are continuing to investigate this issue

4. identified 2026-05-26 22:10 UTC

   We’ve identified that the scope was much more limited, and most clients have not been affected.

5. monitoring 2026-05-26 22:14 UTC

   A fix has been implemented and we are monitoring the results

6. resolved 2026-05-26 22:15 UTC

   The incident has been resolved

Excerpts are shortened. Read the full incident on Ada's status page.

Affected: Data & Analytics, Dashboard

Failure mode: Data delayed, stale, lost or corrupted, or needing replay after recovery. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2026-05-25 14:28 UTC

   We are currently investigating a reported delay in the conversation view for new conversations - currently we are seeing an average delay of 5-10 minutes for new conversations entering the dashboard

2. identified 2026-05-25 14:57 UTC

   The root of the issue has been identified and we are currently working to resolve the latency observed in the dashboard.

3. monitoring 2026-05-25 15:46 UTC

   A fix has been implemented and we are monitoring the results.

4. resolved 2026-05-25 16:04 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Ada's status page.

Affected: AI Agent, Chat

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. investigating 2026-05-21 22:28 UTC

   Some customers are experiencing issues with our chat services. This is affecting all chatters interacting with Ada bots in the form of the chat widget failing to load. We’re aware of the issue and our team is actively working on getting everything back to normal. We're sorry for...

2. investigating 2026-05-21 22:33 UTC

   We have determined this outage is only affecting AI Agents on the US Cluster - US2 and other clusters are functioning normally.

3. identified 2026-05-21 22:37 UTC

   The issue has been identified and a fix is being implemented.

4. monitoring 2026-05-21 22:46 UTC

   A fix has been implemented and we are monitoring the results.

5. resolved 2026-05-22 00:22 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Ada's status page.

Affected: AI Agent, Agent Handoffs

Failure mode: Login, tokens, certificates or credentials failed. Root cause: A configuration change. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2026-05-10 19:55 UTC

   We are currently investigating elevated error rates affecting AI Agent responses. A small subset of requests are experiencing timeouts, which may result in increased handoffs to live agents. Our team is actively investigating the root cause and will provide updates as more...

2. identified 2026-05-10 20:16 UTC

   We have identified the root cause of the elevated error rates affecting AI Agent responses. Our engineering team is actively rolling out a fix. Customer impact remains low and stable.

3. identified 2026-05-10 20:50 UTC

   Our engineering team continues to roll out the fix. Error rates remain stable and we are monitoring for improvement. We will provide another update in 30 minutes.

4. identified 2026-05-10 21:31 UTC

   Our engineering team continues to apply the fix across all services. Customer impact remains stable and low. The rollout is in progress and we will provide another update in 30 minutes or when the issue is resolved.

5. monitoring 2026-05-10 22:14 UTC

   A fix has been applied and error rates have returned to normal. Emergency handoffs have dropped to zero. Our team will continue monitoring overnight to confirm full resolution. We will provide a final update once we have confirmed stability.

6. resolved 2026-05-11 14:49 UTC

   The certificate rotation issue has been fully resolved. Error rates have returned to normal levels and services are operating as expected. No further impact is anticipated

Excerpts are shortened. Read the full incident on Ada's status page.

Affected: AI Agent, Voice, Chat

Failure mode: A code release introduced the failure. Root cause: A bug in the vendor's own code. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. investigating 2026-05-05 21:01 UTC

   We are investigating reports of ai agents that are unable to respond to user messages. End user's on the web channel report the message "Failed to send message. Tap to retry."

2. identified 2026-05-05 21:12 UTC

   The issue has been identified and a fix is being implemented.

3. monitoring 2026-05-05 21:17 UTC

   A fix has been implemented and we are monitoring the results.

4. resolved 2026-05-05 21:50 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Ada's status page.

Affected: Dashboard

Failure mode: AI model returned degraded, wrong or empty output (not errors or timeouts). Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2026-05-01 16:32 UTC

   Some customers are experiencing issues with our Voice services. This is affecting some chatters interacting with Ada Voice bots in the form of references to Ada bot processes being intermittently voiced to chatters. We’re aware of the issue and our team is actively working on...

2. investigating 2026-05-01 17:09 UTC

   We are continuing to investigate this issue.

3. investigating 2026-05-01 17:49 UTC

   We are continuing to investigate this issue.

4. identified 2026-05-01 18:28 UTC

   Our team has identified the problem with Ada Voice and we're implementing a fix for the issue. Thank you for your patience as we work on a resolution. Apologies for this inconvenience. We will continue to keep you up to date every 30 minutes.

5. monitoring 2026-05-01 18:28 UTC

   A fix has been implemented and we are monitoring the results.

6. resolved 2026-05-01 18:37 UTC

   Based on our Engineering Team's investigation, we have determined the scope of this issue is limited to a very small number of clients and affected conversations. We are continuing to work on the issue, but moving forward will be communicating on this issue on an individual...

Excerpts are shortened. Read the full incident on Ada's status page.

Affected: Voice

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. monitoring 2026-04-28 19:57 UTC

   We are investigating an increase in emergency handoffs affecting a subset of customers. The issue has been identified and deployed the fix. Our monitoring indicates the situation is recovering and we are actively investigating the root cause.

2. resolved 2026-04-28 20:30 UTC

   We have resolved an issue that caused an increase in emergency handoffs for a subset of customers.

Excerpts are shortened. Read the full incident on Ada's status page.

Affected: Chat

Failure mode: AI model returned degraded, wrong or empty output (not errors or timeouts). Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2026-04-24 15:06 UTC

   We are currently investigating this issue

2. investigating 2026-04-24 15:40 UTC

   We are continuing to investigate this issue.

3. identified 2026-04-24 16:16 UTC

   We have identified the root cause of the behaviour and are working to solution a resolution at this time.

4. resolved 2026-04-24 17:00 UTC

   We have identified the root cause of the language detection issue affecting non-English responses. Improvements are actively in progress and will be delivered as part of our ongoing engineering work.

Excerpts are shortened. Read the full incident on Ada's status page.

Affected: AI Agent

Failure mode: AI model returned degraded, wrong or empty output (not errors or timeouts). Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2026-04-09 22:12 UTC

   We are currently investigating elevated handoff rates across all clusters. Our team is actively working to identify the root cause and restore normal behaviour. We will provide further updates as the investigation progresses.

2. monitoring 2026-04-09 22:24 UTC

   We have identified the cause of elevated handoff rates and have deployed a fix. We are actively monitoring to confirm the issue is fully resolved and will provide a further update shortly.

3. resolved 2026-04-09 22:39 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Ada's status page.

Affected: Agent Handoffs

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. investigating 2026-04-07 15:37 UTC

   Some customers are experiencing issues with Ada's Zendesk integration. This is affecting chat transcripts for Zendesk messaging integration. We’re aware of the issue and our team is actively working on getting everything back to normal. We're sorry for the inconvenience this...

2. identified 2026-04-07 16:03 UTC

   The issue has been identified, and we are seeing systems recovering.

3. monitoring 2026-04-07 16:32 UTC

   The systems have recovered and we are seeing transcripts passing through successfully.

4. resolved 2026-04-07 19:35 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Ada's status page.

Affected: Data & Analytics

Failure mode: Data delayed, stale, lost or corrupted, or needing replay after recovery. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2026-04-07 15:27 UTC

   We are currently investigating delays affecting conversation view and article syncing in our US production environment. Reports and API analytics are operational and unaffected. Our team is actively working to identify and resolve the cause. We will provide another update...

2. monitoring 2026-04-07 16:36 UTC

   We have identified the cause of the delays affecting conversation view and article syncing in our US production environment. Data is currently processing through a backlog and will catch up automatically. We have confirmed that no data has been lost. Reports and API analytics...

3. monitoring 2026-04-07 18:21 UTC

   We are continuing to monitor for any further issues.

4. monitoring 2026-04-07 19:01 UTC

   We are continuing to monitor for any further issues.

5. monitoring 2026-04-07 19:47 UTC

   We are continuing to monitor for any further issues.

6. monitoring 2026-04-07 20:17 UTC

   We are continuing to monitor for any further issues.

7. monitoring 2026-04-07 21:00 UTC

   We are continuing to monitor for any further issues.

8. monitoring 2026-04-07 21:49 UTC

   We are continuing to monitor for any further issues.

9. resolved 2026-04-07 22:07 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Ada's status page.

Affected: Data & Analytics, Dashboard

Failure mode: Network, DNS, routing or connectivity failure. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. monitoring 2026-04-06 23:37 UTC

   We are currently investigating a connectivity issue affecting the ficanex production environment. Some data pipeline services may be experiencing disruptions. Our engineering team has identified the likely cause and is working on a fix. We will provide an update as soon as the...

2. resolved 2026-04-07 01:10 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Ada's status page.

Affected: Data & Analytics, Dashboard

Failure mode: Data delayed, stale, lost or corrupted, or needing replay after recovery. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2026-04-03 16:38 UTC

   We are investigating reports of delayed conversation views for bots in the US2 cluster. Bots using the format [bothandle].us2.ada.support may be affected.

2. identified 2026-04-03 16:51 UTC

   The issue has been identified and a fix is being implemented

3. monitoring 2026-04-03 17:25 UTC

   A fix has been implemented and we are monitoring the results.

4. resolved 2026-04-03 17:53 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Ada's status page.

Affected: Chat

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. investigating 2026-04-03 16:32 UTC

   We are currently investigating reports of some ai agent resulting in an error screen when trying to load the chat window. Reports indicate this is currently limited to us2 cluster ai agents. You can identify the cluster via the address used to log into the admin dashboard (eg....

2. investigating 2026-04-03 17:00 UTC

   We are continuing to investigate this issue.

3. investigating 2026-04-03 17:32 UTC

   We are continuing to investigate this issue.

4. identified 2026-04-03 17:37 UTC

   The issue has been identified and a fix is being implemented.

5. monitoring 2026-04-03 17:50 UTC

   A fix has been implemented and we are monitoring the results.

6. monitoring 2026-04-03 18:21 UTC

   We are continuing to monitor for any further issues.

7. resolved 2026-04-03 18:40 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Ada's status page.

Affected: Dashboard

Failure mode: A zone, region or data center became unavailable. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. investigating 2026-04-01 13:13 UTC

   We are currently investigating reports of the admin dashboard failing to load for us cluster customers. Customers are reporting a 500 response when attempting to load a dashboard of an ai agent in the us cluster. Dashboard in other clusters (ie. the address includes a cluster...

2. identified 2026-04-01 13:25 UTC

   The issue has been identified and a fix is being implemented.

3. monitoring 2026-04-01 13:40 UTC

   A fix has been implemented and we are monitoring the results.

4. resolved 2026-04-01 14:01 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Ada's status page.

Affected: Data & Analytics

Failure mode: Data delayed, stale, lost or corrupted, or needing replay after recovery. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2026-03-25 17:46 UTC

   We are currently investigating reports of delays in the Conversations View. Some clients may notice delays in conversations and new messages appearing in their dashboard.

2. identified 2026-03-25 19:27 UTC

   The issue has been identified and a fix is being implemented.

3. monitoring 2026-03-25 19:28 UTC

   A fix has been implemented and we're monitoring results. Some conversation data must still be processed and users may take some time to see all their missing conversations appear in the conversations view.

4. resolved 2026-03-25 20:42 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Ada's status page.

Affected: Chat

Failure mode: A code release introduced the failure. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. investigating 2026-03-24 15:29 UTC

   We're investigating reports of the CSAT survey being presented at unexpected times. Users may see a survey presented in followup conversations that are not tied to a conversation with a human or ai agent.

2. identified 2026-03-24 16:29 UTC

   We’ve identified the cause of the issue. We are actively working on the fix and we will provide another update by 1:30pm EST.

3. identified 2026-03-24 17:49 UTC

   We are continuing to work on the fix for this issue and we will provide another update by 2:30pm EST.

4. identified 2026-03-24 19:03 UTC

   We are continuing to work on the fix for this issue and we will provide another update by 3:30pm EST.

5. identified 2026-03-24 19:39 UTC

   We are completing additional testing before we release the fix for this issue. We will provide another update by 4:30pm EST.

6. monitoring 2026-03-24 20:33 UTC

   A fix has been implemented and we are monitoring the results.

7. resolved 2026-03-24 21:02 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Ada's status page.

Affected: AI Agent

Failure mode: A provider or third-party service this vendor depends on failed. Root cause: A failure at a provider or vendor they depend on. Tagged by claude-haiku-5-5 with high confidence (taxonomy v0.2).

Names an upstream provider: Azure.

1. investigating 2026-03-05 23:51 UTC

   Issue: We are seeing an increase of handoffs across all clusters due to an upstream service provider. Who it affects: Conversations using the Unified Reasoner.

2. identified 2026-03-05 23:58 UTC

   The issue has been identified and a fix is being implemented.

3. monitoring 2026-03-06 00:01 UTC

   A fix has been implemented and we are monitoring the results.

4. resolved 2026-03-06 00:03 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Ada's status page.

Affected: Agent Handoffs

Failure mode: A provider or third-party service this vendor depends on failed. Root cause: A failure at a provider or vendor they depend on. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2026-02-08 17:16 UTC

   We are currently investigating this issue. If you have already connected to the Zendesk messaging, please don't disconnect and re-connect it right now as it would cause some issues.

2. investigating 2026-02-08 17:17 UTC

   We are continuing to investigate this issue.

3. identified 2026-02-08 20:03 UTC

   The issue has been identified, and Zendesk is actively working toward a resolution.

4. resolved 2026-02-08 22:04 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Ada's status page.

Affected: Agent Handoffs

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. investigating 2026-02-05 16:50 UTC

   We are currently investigating reports of degraded performance affecting the Salesforce Messaging integration. Customers may experience issues where chat widgets are crashing upon clicking hyperlinks for files uploaded from the Salesforce Live agents.

2. investigating 2026-02-05 17:40 UTC

   We are continuing to investigate this issue.

3. investigating 2026-02-05 18:16 UTC

   We are continuing to investigate this issue.

4. investigating 2026-02-05 18:44 UTC

   We are continuing to investigate this issue.

5. investigating 2026-02-05 19:30 UTC

   We are continuing to investigate this issue.

6. investigating 2026-02-05 20:00 UTC

   We are continuing to investigate this issue.

7. identified 2026-02-05 20:28 UTC

   We have identified that the issue is related to internal dashboard environments and no end users are impacted from this issue.

8. monitoring 2026-02-05 20:30 UTC

   As the issue is strictly related to internal dashboard testing environments we are going to close out this issue and continue to troubleshoot the impacted features.

9. resolved 2026-02-05 20:30 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Ada's status page.

Affected: Agent Handoffs

Failure mode: A provider or third-party service this vendor depends on failed. Root cause: A failure at a provider or vendor they depend on. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2026-02-02 21:33 UTC

   We have investigating reports of a Passcontrol issue related to the "End Chat" button to end escalated agent conversations. User's pressing the "End Chat" button may still be connected to Zendesk Live Agents until the agent ends the live chat on the zendesk side. We are actively...

2. identified 2026-02-02 22:03 UTC

   The issue has been identified and we are working to implement the fix as soon as possible - Our upstream provider for this deployment is currently working to resolve their own internal pipeline issue and will publish the fix once resolved. We will continue to monitor and update...

3. identified 2026-02-02 22:30 UTC

   The deployment of the fix is pending the recovery of a downstream service. We will update again when the fix is in place.

4. resolved 2026-02-03 15:34 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Ada's status page.

Affected: Agent Handoffs

Failure mode: A code release introduced the failure. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2026-01-31 18:45 UTC

   We are currently investigating reports of degraded performance affecting the Salesforce Messaging integration. Some customers may experience issues where chats do not successfully connect to an agent. We are actively working to identify the cause and will provide updates as they...

2. monitoring 2026-01-31 19:03 UTC

   A fix has been deployed for the Salesforce Messaging issue, and we are actively testing and monitoring to ensure chats are connecting to agents as expected. Further updates will follow as validation continues.

3. resolved 2026-01-31 19:24 UTC

   The issue impacting Salesforce Messaging integration performance has been resolved. Chats should now connect to agents as expected. We will continue to monitor to ensure ongoing stability.

Excerpts are shortened. Read the full incident on Ada's status page.

Affected: APIs

Failure mode: A provider or third-party service this vendor depends on failed. Root cause: A failure at a provider or vendor they depend on. Tagged by claude-haiku-5-5 with high confidence (taxonomy v0.2).

1. investigating 2026-01-31 10:00 UTC

   Analytics are currently unavailable for all generative customers across all clusters due to an issue with an upstream provider. Our team is actively monitoring and working toward resolution.

2. investigating 2026-01-31 10:01 UTC

   We are continuing to investigate this issue.

3. investigating 2026-01-31 10:26 UTC

   We've applied a temporary mitigation, and clients should now be able to access analytics data. During this time, data freshness may be delayed by up to one hour. Investigation is ongoing.

4. monitoring 2026-01-31 11:05 UTC

   Our upstream provider is actively deploying a fix for the issue. Analytics are currently available, and error rates have returned to normal. We are continuing to monitor closely.

5. resolved 2026-01-31 12:10 UTC

   Analytics availability has been restored following an upstream provider outage. Clients may notice minor discrepancies in analytics data from approximately 4:00–6:00 AM ET, which will be automatically backfilled later today. We will continue to monitor to ensure everything...

Excerpts are shortened. Read the full incident on Ada's status page.

Affected: Voice

Failure mode: A zone, region or data center became unavailable. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2026-01-22 19:03 UTC

   We're investigating reports of the voice channel being unavailable in multiple of ai agents. Your customers may be unable to reach the ai agent via the phone channel.

2. investigating 2026-01-22 19:08 UTC

   We are continuing to investigate the issue. Impact has been identified to ai agents in the US cluster. If your ai agent is in a different cluster (eg. EU) the phone channel will not be affected.

3. investigating 2026-01-22 19:37 UTC

   We are continuing to investigate this issue.

4. identified 2026-01-22 19:46 UTC

   The issue has been identified and a fix is being implemented.

5. monitoring 2026-01-22 19:47 UTC

   A fix has been implemented and we are monitoring the results.

6. resolved 2026-01-22 19:54 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Ada's status page.

Affected: AI Agent, APIs

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. investigating 2026-01-20 01:01 UTC

   We are currently investigating this issue.

2. identified 2026-01-20 01:27 UTC

   The issue has been identified and a fix is being implemented.

3. monitoring 2026-01-20 02:08 UTC

   A fix has been implemented and we are monitoring the results.

4. resolved 2026-01-20 02:11 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Ada's status page.

Affected: Email, Social Messaging, AI Agent, Voice, Chat

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. monitoring 2026-01-07 16:20 UTC

   Our team has identified a problem with our services where chatters were intermittently seeing failure messages. A fix has been put in place and we are monitoring the fix

2. resolved 2026-01-07 16:30 UTC

   This incident has been resolved

Excerpts are shortened. Read the full incident on Ada's status page.

Affected: Data & Analytics

Failure mode: Data delayed, stale, lost or corrupted, or needing replay after recovery. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2026-01-05 21:01 UTC

   We’re investigating reports of delays in updating the conversations view. Users may see slower-than-normal updates in this view. Our engineers are working on it. Next update will be in an hour.

2. identified 2026-01-05 22:32 UTC

   The issue has been identified, and the team is working on implementing a fix.

3. resolved 2026-01-06 01:25 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Ada's status page.

Affected: Dashboard

Failure mode: Data delayed, stale, lost or corrupted, or needing replay after recovery. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2025-12-15 22:48 UTC

   Some customers are experiencing issues with the Ada Dashboard. This is affecting Ada Dashboard users only. We are seeing increased delays of 15-20 minutes for new Conversations to appear in the Conversations View. Chatters interacting with your bot are unaffected. We’re aware of...

2. identified 2025-12-15 23:22 UTC

   Our team is currently investigating an identified issue with the Ada Dashboard. Thank you for your patience as we work on a resolution. Apologies for this inconvenience. We will continue to keep you up to date every 30 minutes.

3. identified 2025-12-15 23:53 UTC

   We are continuing to work on a fix for this issue.

4. identified 2025-12-16 00:35 UTC

   We are continuing to work on a fix for this issue.

5. resolved 2025-12-16 00:50 UTC

   The issue with the Ada Dashboard has been resolved and Dashboard users should see things functioning normally again. Our team will continue to monitor the fix. We’re sorry for the impact of this issue and appreciate your understanding.

Excerpts are shortened. Read the full incident on Ada's status page.

Affected: AI Agent

Failure mode: Data delayed, stale, lost or corrupted, or needing replay after recovery. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2025-12-10 21:15 UTC

   We're investigating a delay in knowledge article updates. Customers may notice that updates to their knowledge articles are not picked up immediately by their ai agent. Articles referenced by ai agents may be out of date if they have been updated recently.

2. investigating 2025-12-10 22:08 UTC

   We are continuing to investigate this issue.

3. investigating 2025-12-10 22:59 UTC

   We are continuing to investigate the issue. We're seeing improvements in the delay and will continue to monitor

4. investigating 2025-12-10 23:43 UTC

   We are continuing to investigate the issue. We are continuing to monitor as the delay improves.

5. investigating 2025-12-11 00:15 UTC

   We are continuing to investigate and monitor the issue.

6. resolved 2025-12-11 00:22 UTC

   The issue with a delay in the knowledge articles updating has been resolved and regular update cadence has been re-instated. Our team will continue to monitor the fix. We’re sorry for the impact of this issue and appreciate your understanding.

Excerpts are shortened. Read the full incident on Ada's status page.

Affected: Voice

Failure mode: A provider or third-party service this vendor depends on failed. Root cause: A failure at a provider or vendor they depend on. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2025-12-10 20:22 UTC

   Some customers are experiencing issues with our Voice services. This is affecting some chatters interacting with Ada Voice bots in the form of Speech to Text failure. We’re aware of the issue and our team is actively working on getting everything back to normal. We're sorry for...

2. identified 2025-12-10 20:23 UTC

   The Root Cause has been identified as a dependent service. We are working towards a fix. Thank you for your patience as we work on a resolution. Apologies for this inconvenience. We will continue to keep you up to date every 30 minutes.

3. monitoring 2025-12-10 20:26 UTC

   The issue with Ada Voice has been resolved and chatters should see things functioning normally again. Our team will continue to monitor the fix. We’re sorry for the impact of this issue and appreciate your understanding.

4. resolved 2025-12-10 21:06 UTC

   The issue with Ada Voice has been resolved and chatters should see things functioning normally again. Our team will continue to monitor the fix. We’re sorry for the impact of this issue and appreciate your understanding.

Excerpts are shortened. Read the full incident on Ada's status page.

Affected: Dashboard

Failure mode: Data delayed, stale, lost or corrupted, or needing replay after recovery. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2025-12-10 05:19 UTC

   Some customers may see delays in conversation view updates. We are investigating the issue now.

2. resolved 2025-12-10 06:05 UTC

   This incident has been resolved.

Excerpts are shortened. Read the full incident on Ada's status page.