Respond Inbox outage
Last updateresolvedAug 22 · 00:00 UTC
The Respond Inbox was unavailable from around 10am on Saturday 22 August to approximately 10:45am on Monday 24 August 2026. During this period, messages across all sources did not load or appear in Inbox search, so agents were unable to view or reply to customer conversations. The issue was triggered by scheduled maintenance on our cloud infrastructure, after which part of the system that connects stored messages to the Inbox did not come back online. Incoming messages continued to be received and stored safely throughout the outage, and no message data was lost. All messages were available in the Inbox once service was restored. We recognise the disruption was extended by the time it took us to detect the issue over the weekend. Restoring service took under an hour once our engineering team was engaged; the gap was in identifying the problem sooner. We are strengthening our proactive monitoring and out-of-hours escalation so an issue of this kind is caught and resolved quickly in future.
Reported by Lexer on their status page.