Outbound WhatsApp Messages Failing With Error 500 Impacting Flex and Twilio Verify

Incident Report for Twilio

Resolved

We are no longer observing issues in WhatsApp Messages through Programmable Messaging, Verify and Flex Conversations. This incident has been resolved.

Posted Dec 11, 2024 - 17:06 PST

Update

We are observing improvement in WhatsApp Messages through Programmable Messaging, Verify and Flex Conversations. We will continue to monitor to ensure full service recovery. We expect to provide another update in 2 hours or as soon as more information becomes available.

Posted Dec 11, 2024 - 16:01 PST

Update

Posted Dec 11, 2024 - 14:06 PST

Update

Posted Dec 11, 2024 - 12:13 PST

Monitoring

We are observing improvement in WhatsApp Messages through Programmable Messaging, Verify and Flex Conversations. We will continue to monitor to ensure full service recovery. We expect to provide another update in 1 hour or as soon as more information becomes available.

Posted Dec 11, 2024 - 11:40 PST

Update

We have detected an issue with outbound WhatsApp messages failing with error 500. This is also affecting Flex and Verify. This is impacting outbound WhatsApp tasks which will be created but will have a delay in message sent to customer. Also, any active WhatsApp tasks will lose the ability to communicate with agent and customer. The issue is related to the Meta platform. Our engineering team has been alerted and is actively investigating. We will update as soon as we have more information.

Posted Dec 11, 2024 - 11:10 PST

Update

We have detected a potential issue with outbound WhatsApp messages failing with error 500. This is also affecting Flex and Verify. This is impacting outbound WhatsApp tasks which will be created but will have a delay in message sent to customer. Also, any active WhatsApp tasks will lose the ability to communicate with agent and customer. The issue appears to be related to the Meta platform. Our engineering team has been alerted and is actively investigating. We will update as soon as we have more information.

Posted Dec 11, 2024 - 10:43 PST

Update

We have detected a potential issue with outbound WhatsApp messages failing with error 500. The issue appears to be related to the Meta platform. Our engineering team has been alerted and is actively investigating. We will update as soon as we have more information.

Posted Dec 11, 2024 - 10:36 PST

Investigating

Our monitoring systems have detected a potential issue with outbound WhatsApp messages failing with error 500. Our engineering team has been alerted and is actively investigating. We will update as soon as we have more information.

Posted Dec 11, 2024 - 10:28 PST

This incident affected: ACCOUNT SECURITY (Verify), FLEX (Flex Conversations), and PROGRAMMABLE MESSAGING (WhatsApp Messaging).