Flex AI Copilot Failures Generating Notes

Incident Report for Twilio

Resolved

The issue creating notes using the AI Summarization feature has been resolved and the Agent Copilot UI within Flex is operating normally at this time.

Posted Apr 10, 2026 - 11:36 PDT

Monitoring

The Agent Copilot UI within Flex is now operating normally. We will continue to monitor for system stability. We'll provide another update in 2 hours or as soon as more information becomes available.

Posted Apr 10, 2026 - 09:36 PDT

Identified

Our engineers have identified the issue causing approximately 30% of wrap-up notes generation requests to fail in the Agent Copilot UI within Flex. This may prevent some users from creating notes using the AI Summarization feature. We are working to deploy a fix and expect to provide another update in 1 hour or as soon as more information becomes available.

Posted Apr 10, 2026 - 09:02 PDT

Update

We are currently investigating an issue where approximately 30% of wrap-up notes generation requests are failing in the Agent Copilot UI within Flex. This may prevent some users from creating notes using the AI Summarization feature. Our engineering team is actively working to resolve the issue. We will provide an update in 1 hour or as soon as more information becomes available.

Posted Apr 10, 2026 - 08:02 PDT

Investigating

Our monitoring systems have detected a potential issue with Flex AI Copilot Failures. Our engineers have been alerted and are investigating. We will provide an update when we have more details.

Posted Apr 10, 2026 - 07:54 PDT

This incident affected: FLEX (Flex Agent Desktop).