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Vendor Service Degradation in Virtual Agent (DialogFlow) Impacting Multiple Twilio Features
Incident
Report for Twilio
Resolved
All services impacted across multiple product features due to vendor platform issues have recovered and are operating as intended. This incident has been resolved.
Monitoring
We continue to observe recovery across multiple product features after the vendor platform issue. We will be monitoring all services to ensure a full recovery and provide another update in 2 hours or as soon as more information becomes available.
Investigating
We are continuing to experience service degradation across multiple product features due to a vendor platform issue. Some features and services are starting to see early recovery. We are iterating on workarounds as our vendor partner works to fully restore service across all regions.
We will provide updates at an hourly cadence, or until we have meaningful information from our vendor.
We will provide updates at an hourly cadence, or until we have meaningful information from our vendor.
Identified
We are experiencing continued service degradation across multiple product features due to a significant vendor platform issue. Some features and services are starting to see early recovery. The following product features are impacted across all regions. We are iterating on workarounds as our vendor partner works to restore service
Voice:
- Features: Dialogflow / ConversationRelay / Realtime Transcriptions / Speech Recognition / Android Voice SDK
- Impact: Dialogflow: Users may experience elevated latency interacting with Dialogflow agents or failed TwiML execution Speech recognition: Users may experience delayed or missing speech results or failed with speech input TwiML execution Realtime transcriptions: Users may experience delayed or missing transcriptions or failed transcription execution (started via or Transcription API) ConversationRelay: Calls configured with Google ASR/STT will fail Android Voice SDK: See separate row below "
- Feature: Voice SDK
- Impact: Prevents Android users from receiving phone calls via Twilio Voice.
Flex Application:
- Feature: Flex Mobile Android
- Impact: Flex Mobile Android clients are unable to receive push notifications since Firebase is down. iOS users are not impacted.
Serverless:
- Features: Functions, Studio -
- Impact: Connect Virtual Agent widget invocations failing. Errors installing certain NPM packages which cause build failures. All other customer usage is working as expected.
- Feature: Studio
- Impact: Invocations of the Connect Virtual Agent widget will transition to the "Failed" transition despite an otherwise valid setup
Developer Tools
- Feature: Console
- Impact: All Console pages using Persona React SDK (Trusthub, Account Upgrade) are failing. Customers are unable to upgrade their accounts.
Messaging
- Feature: Messaging Services:
- Impact: Elevated latency for RCS cap check in the CO flow -> increased latency for CO messages sent with RCS.
- Feature: Conversations:
- Impact: Customer Conversations will fail to receive push and updated notifications badge counts. Conversations making use of Dialog flow chatbot participants are also failing to access the Dialog flow service.
We expect to provide another update in 30 minutes or as soon as more information becomes available.
Voice:
- Features: Dialogflow / ConversationRelay / Realtime Transcriptions / Speech Recognition / Android Voice SDK
- Impact: Dialogflow: Users may experience elevated latency interacting with Dialogflow agents or failed TwiML execution Speech recognition: Users may experience delayed or missing speech results or failed with speech input TwiML execution Realtime transcriptions: Users may experience delayed or missing transcriptions or failed transcription execution (started via or Transcription API) ConversationRelay: Calls configured with Google ASR/STT will fail Android Voice SDK: See separate row below "
- Feature: Voice SDK
- Impact: Prevents Android users from receiving phone calls via Twilio Voice.
Flex Application:
- Feature: Flex Mobile Android
- Impact: Flex Mobile Android clients are unable to receive push notifications since Firebase is down. iOS users are not impacted.
Serverless:
- Features: Functions, Studio -
- Impact: Connect Virtual Agent widget invocations failing. Errors installing certain NPM packages which cause build failures. All other customer usage is working as expected.
- Feature: Studio
- Impact: Invocations of the Connect Virtual Agent widget will transition to the "Failed" transition despite an otherwise valid setup
Developer Tools
- Feature: Console
- Impact: All Console pages using Persona React SDK (Trusthub, Account Upgrade) are failing. Customers are unable to upgrade their accounts.
Messaging
- Feature: Messaging Services:
- Impact: Elevated latency for RCS cap check in the CO flow -> increased latency for CO messages sent with RCS.
- Feature: Conversations:
- Impact: Customer Conversations will fail to receive push and updated notifications badge counts. Conversations making use of Dialog flow chatbot participants are also failing to access the Dialog flow service.
We expect to provide another update in 30 minutes or as soon as more information becomes available.
Update
We are investigating a vendor service degradation with Virtual Agent (DialogFlow) in all regions, which is impacting multiple features. Please find impact details for the following features:
Programmable Voice: Dialogflow / ConversationRelay / Realtime Transcriptions / Speech Recognition / Android Voice SDK
Flex Application: Flex Mobile Android client is unable to receive push notifications since Firebase is down. iOS users are not impacted.
Conversations: Conversations customer will fail to receive push notifications and updated badge counts. Conversations making use of Dialog flow chatbot participants are also failing to access the Dialog flow service.
Serverless: Functions, Studio - Connect Virtual Agent widget invocations failing
This is only impacting Twilio services utilizing Google features. All other customer usage is working as expected.
We expect to provide another update in 30 minutes or as soon as more information becomes available.
Programmable Voice: Dialogflow / ConversationRelay / Realtime Transcriptions / Speech Recognition / Android Voice SDK
Flex Application: Flex Mobile Android client is unable to receive push notifications since Firebase is down. iOS users are not impacted.
Conversations: Conversations customer will fail to receive push notifications and updated badge counts. Conversations making use of Dialog flow chatbot participants are also failing to access the Dialog flow service.
Serverless: Functions, Studio - Connect Virtual Agent widget invocations failing
This is only impacting Twilio services utilizing Google features. All other customer usage is working as expected.
We expect to provide another update in 30 minutes or as soon as more information becomes available.
Update
We are investigating a vendor service degradation with Virtual Agent (DialogFlow) in all regions. Please find impact details for the following products:
Programmable Voice: Elevated errors, latency, failed verb executions
Flex Application: Flex Mobile Android client is unable to receive push notifications since Firebase is down. iOS users are not impacted.
Conversations: Conversations customer will fail to receive push notifications and updated badge counts. Conversations making use of Dialog flow chatbot participants are also failing to access the Dialog flow service.
Serverless: Functions
This is only impacting Twilio services utilizing Google features. All other customer usage is working as expected.
We expect to provide another update in 30 minutes or as soon as more information becomes available.
Programmable Voice: Elevated errors, latency, failed verb executions
Flex Application: Flex Mobile Android client is unable to receive push notifications since Firebase is down. iOS users are not impacted.
Conversations: Conversations customer will fail to receive push notifications and updated badge counts. Conversations making use of Dialog flow chatbot participants are also failing to access the Dialog flow service.
Serverless: Functions
This is only impacting Twilio services utilizing Google features. All other customer usage is working as expected.
We expect to provide another update in 30 minutes or as soon as more information becomes available.
Update
We are continuing to investigate this issue.
Update
We are continuing to investigate this issue.
Update
We are continuing to investigate this issue.
Update
We are investigating a vendor service degradation with Virtual Agent (DialogFlow) in US East and speech in all regions. We expect to provide another update in 1 hour or as soon as more information becomes available.
Investigating
Our monitoring systems have detected a potential issue affected Play and Gather. Our engineering team has been alerted and is actively investigating. We will update as soon as we have more information.
This incident affected: DEVELOPER TOOLS (Console), SERVERLESS (Studio, Functions), FLEX (Flex Application Platform, Flex Conversations), PROGRAMMABLE CHAT, PROGRAMMABLE VOICE (Speech Recognition, Dialogflow, ConversationRelay), TWILIO PLATFORM (Trust Hub), and PROGRAMMABLE MESSAGING (Messaging Channels, Conversations).