Is Gladly Down Right Now? Check if there is a current outage ongoing.

We are monitoring an incident within Google Cloud Services - one of Gladly's platform partners. At this time, the incident is not affecting the Gladly Production ecosystem - Gladly Sidekick and Gladly Hero continue to function as expected. We will continue to keep the Status Page updated should any changes occur. Please <a href="https://help.gladly.com/docs/contact-gladly-support">contact Gladly Support</a> should you have any questions or use <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36">this alternative form</a> if you are unable to access the Help page.

Gladly is investigating a filtering issue with Twilio, our Telephony Partner. We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

After actively monitoring system performance, we are happy to report that this issue is now resolved and Gladly is fully operational. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Our partner has deployed a fix for this issue. We will continue to monitor the system and provide updates if necessary. We'll send our final update on this issue once we conclude our monitoring and confirm the issue is resolved. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Thank you for your patience as we continue to work with our Email partner while they update their platform. We will continue to update every hour or sooner. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We continue to work with our partner on the intermittent outbound email issues. We will continue updating the Status Page every 30 minutes. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Gladly has identified an intermittent issue with outbound Email delivery, due to an issue with our Email Partner's configurations. We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Gladly is investigating an issue with one of our email partners where outbound emails are stuck in sending. We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

After actively monitoring system performance, we are happy to report that this issue is now resolved and Gladly is fully operational. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We have confirmed we have not seen issues in the past 30 minutes, and will continue to monitor. We'll send a final update once we conclude monitoring and confirm the issue is fully resolved. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Our telephony partner has applied a remediation while continuing to investigate the root cause. We have not seen issues in the past 15 minutes, and will continue to monitor closely. We'll be back with another update in 30 minutes or less. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Our telephony partner has identified the issue and is implementing a fix. We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Gladly has identified an issue with our telephony partner, and are working closely with them to resolve the issues with inbound calls. We will continue updating the Status Page every 30 minutes. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Gladly has identified an issue with intermittent inbound Voice calls disconnecting. We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We have confirmed with Snowflake that all data is now being processed for backfill. Some delays are expected, but no data has been lost. Gladly will distribute a thorough root cause analysis (RCA) for this incident via email as soon as possible. The RCA will contain details on root cause, incident timeline, recovery steps, and remediation steps. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Reports continue to recover after Snowflake implemented a fix. We will continue to monitor and will post here once all data is processed. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We continue to monitor the fix that Snowflake rolled back to the most recent working version – please continue to re-run Reports and let us know if you have issues. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Our partner Snowflake has released an initial fix for the Reporting issue, and we are seeing some recovery. We recommend attempting to re-run Reports, noting that data from today is still being processed. We will continue to monitor the system and provide updates here until there is full recovery. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Our partner, Snowflake, continues to work on a resolution, including reverting to the most recently working version. We appreciate your patience – we will update here in the next 30 minutes or sooner. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We are advocating for a solution with our partner, Snowflake. You can see more info on their page here: https://status.snowflake.com/incidents/9mwvw50z4wnm All other Gladly functions, such as Voice, Chat, Sidekick, Email, and more remain fully operational. We will continue to update here. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

As we continue to advocate with our partner for resolution, we want to assure you that all data during this period will remain available once Snowflake restores full functionality. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Snowflake continues to work on this issue. You can view their status page here: https://status.snowflake.com/incidents/9mwvw50z4wnm We will continue to update here as well. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Our partner Snowflake has put in initial fixes, and we are seeing limited recovery. We will continue to push for a resolution. We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We are continuing to work hand-in-hand with our partner, Snowflake, as they work to rectify the issue. We will continue to post updates here. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We are working as expediently as possible to resolve this with our partner and will continue updating the Status Page every 30 minutes. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We are working as expediently as possible with our partner Snowflake to resolve this. We will continue updating here. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Gladly has identified the root cause to be an issue with our data warehouse partner, Snowflake. We are actively working with them to remediate the issue, and will continue to update here every 30 minutes or sooner. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Gladly is investigating reports not loading. We are working as expediently as possible to resolve this and will continue updating the Status Page. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Our monitoring continues to indicate that all services have been restored: Agents are able to utilize Gladly and Sidekick is operating as expected. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

All Gladly services have now been restored: Agents should now be able to access Gladly as expected, and Sidekick should now be operating as expected. We will continue to monitor, then resolve this Status Page. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We have identified an issue resulting in inability to access Gladly, inclusive of Sidekick. We will update the Status Page with additional details as soon as possible (or at the latest within 30 minutes). Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We are investigating intermittent reports of access issues to Gladly, and will update the Status Page with additional details as soon as possible (or at the latest within 30 minutes). Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

After actively monitoring system performance, we are happy to report that this issue is now resolved. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We have implemented an additional fix while OpenAI's status is pending. All Gladly customers should see recovery separately. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

OpenAI has deployed a fix for this issue, and are seeing recovery. We will continue to monitor the system and provide updates if necessary. We'll send our final update on this issue once we conclude our monitoring and confirm the issue is resolved. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Gladly has identified the issue on the OpenAI side, and confirmed they are working on a fix. Additionally, we are working to ensure a smooth transition with our backup systems in place. We are working with our partner as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Gladly is investigating an issue regarding Sidekick handoff issues due to an issue at OpenAI. We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

After actively monitoring system performance, we are happy to report that this issue is now resolved and Gladly is fully operational. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

A fix has been deployed for this issue. We will continue to monitor the system and provide updates if necessary. We'll send our final update on this issue once we conclude our monitoring and confirm the issue is resolved. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We are implementing a fix, and will continue to work as expediently as possible to resolve this. We will continue updating the Status Page every 30 minutes. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Gladly is continuing to investigate a fix for intermittent issues with delivery status updates: messages are sending to consumers as expected, though delivery statuses may appear delayed on the timeline. We have found that having Agents restart their computer may help to mitigate the issue. We will continue to update the Status Page every 30 minutes. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Gladly will distribute a thorough root cause analysis (RCA) for this incident via email as soon as possible. The RCA will contain details on root cause, incident timeline, recovery steps, and remediation steps. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We are continuing to monitor the fix. Agents are able to re-login. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

A fix has been deployed for the login issue. We will continue to monitor the system and provide updates if necessary. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Gladly is investigating an issue where Agents are unable to log in. We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

After actively monitoring system performance, we are happy to report that this issue is now resolved and Gladly is fully operational. Stuck calls, should have automatically ended after 1-hour, however, you can also send Gladly Support the links to the calls for us to manually end them if you are experiencing any prevailing issues. Any SMS(es) that failed during this time will also be re-sent. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Between 7:58 AM and 8:00 AM PT Agents may have experienced a "Try Again" disconnection error when logged into Gladly. This was resolved at 8:00 AM PT, and we are continuing to monitor. We'll send our final update on this issue once we conclude our monitoring and confirm the issue is resolved. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

A fix has been deployed for this issue and we are seeing the system stabilize. We will continue to monitor the system and provide updates if necessary. We'll send our final update on this issue once we conclude our monitoring and confirm the issue is resolved. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Gladly is investigating an issue with Gladly voice and Agents being logged out. We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

After actively monitoring system performance, we are happy to report that this issue is now resolved and Gladly is fully operational. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

A fix has been deployed for this issue, and we have seen recovery on routing. We will continue to monitor the system and provide updates if necessary. We'll send our final update on this issue once we conclude our monitoring and confirm the issue is resolved. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Gladly is investigating an issue of routing with messaging automation and chat. We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Gladly Voice functionality is operating normally again. Users should no longer experience issues with inbound or outbound calls. Our Voice Partner Provider's Engineers have identified a potential root cause and we will distribute a root cause analysis to all those impacted by the Gladly Voice issues this morning (PDT), in due course.

Currently, our baseline call functionality has been restored and is operating normally, according to our Voice Partner. Users should experience no further issues with inbound and outbound voice calls. Our team is working diligently to resolve any residual issues to minimize any disruption to our users. We will provide another update in 30-60 minutes or as soon as more information becomes available about a final resolution. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions.

Our Voice Partner Provider continues investigating their service interruption, impacting both inbound and outbound calls, including calls with Gladly. Customers may experience degraded audio quality or difficulties connecting new calls in the meantime. Their team is actively working on identifying and resolving the cause. We will aim to provide another update within 1 hour or as soon as more information becomes available. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Gladly is continuing to work on the issue with our Voice Partner Provider impacting Gladly Voice / phone calls. We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes, until further notice. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Gladly has identified an issue impacting Gladly Voice / phone calls. We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

After actively monitoring system performance, we are happy to report that this issue is now resolved. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

A fix has been deployed for this issue. We will continue to monitor the system and provide updates if necessary. We'll send our final update on this issue once we conclude our monitoring and confirm the issue is resolved. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We are working diligently to fix this issue. We will update this page in 1 hour or as soon as we have more information. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Our work with our email partner continues on the delivery issues. We will update this page in 1 hour or as soon as we have an update. Thank you!

We continue to work with our email partner on a speedy resolution. We will update this page in 45 minutes or as soon as we have more information. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Gladly observed a notable rise of inaccurately reported message status. We'll continue to work with our email partner to address the subset of emails affected. We recommend turning off email Auto Replies for the time being, so Conversations that Agents previously closed do not re-open. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Gladly has identified the issue where a subset of automated email responses sent by Rules show an "Unknown Error", but are successfully sent. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We are continuing to investigate this issue along with our email partner. While email auto-replies are showing as not delivered, they have been sent to the recipient. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Gladly is investigating an issue where automatic email responses are showing as undelivered, but have actually been successfully sent. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

This Gladly Reporting incident has now been resolved. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any further questions or concerns.

Gladly's Reporting Technology Partner has deployed the fix and Gladly Reporting and Insight Builder is viewable again. We will plan to update our Status Page once this incident has been confirmed as fully resolved by our Reporting Technology Provider. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any further questions or concerns.

Gladly's Reporting Technology Partner has found the root cause of its Reporting issue and will be rolling out a fix momentarily. We will update our Status Page as soon as the fix is deployed and Viewing Reports & Insight Builder is accessible again. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any further questions or concerns.

Gladly continues to investigate a Reporting issue with our Reporting Technology Partner. This is only impacting the ability to view OOTB Reports & Insight Builder at this time. You can download CSVs via our Reporting UI and/or you can still utilize our Gladly API Reports as usual. Note: To download OOTB Reports you will need to reload the Report you wish to view to see the 'Download CSV' button. We are working as expediently as possible to resolve this and will continue updating this Status Page as new information becomes available. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any further questions or concerns.

Gladly continues to investigate a Reporting issue with our Reporting Technology Partner. This is impacting 'View Reports' functionality & Insight Builder at this time, however, downloading OOTB Reports from the UI and using Gladly API Reports still works as expected. Note: To download OOTB Reports you will need to reload the Report you wish to view via our Reporting UI. We are working as expediently as possible to resolve this and will continue updating this Status Page every 30 minutes. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any further questions or concerns.

Gladly is investigating a Reporting issue with our Reporting Technology Partner. This is impacting 'View Reports' functionality & Insight Builder at this time, however, downloading Reports from the UI and via Gladly APIs still works as expected. We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any further questions or concerns.

We are happy to report that this issue is now resolved and Gladly is fully operational again - an RCA will be posted for this incident in due course. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

A fix has been deployed for this issue. We will continue to monitor the system and provide updates if necessary. We'll send our final update on this issue once we conclude our monitoring and confirm the issue is resolved. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Gladly has identified a transient network issue impacting Gladly Services. We are working as expediently as possible to resolve this and will continue updating the Statuspage every 30 minutes. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

After actively monitoring system performance, we are happy to report that this issue is now resolved and Gladly is fully operational. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

A fix has been deployed for this third-party data integrations issue. We will continue to monitor the system and provide updates if necessary. We'll send our final update on this issue once we conclude our monitoring and confirm the issue is fully resolved. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Our team continues to work on a resolution for the Lookup Adaptor issues affecting third-party data integrations such as Shopify and BigCommerce. Custom Lookup Adaptors and Sidekick are not affected. Communications and other Gladly Hero services are fully operational. We are working as expediently as possible and will continue updating the Status Page every 30 minutes. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

We are continuing to work on a resolution for the Lookup Adaptor issues. This issue is affecting third-party data integrations such as Shopify and BigCommerce. Custom Lookup Adaptors are not affected. All communications and other Gladly Hero services are fully operational. We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Gladly is investigating an issue with Lookup Adaptors. We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

The Meta team has released a fix for the Facebook DM Send API issues, and outbound Facebook DMs should now function as expected. Please contact Gladly Support should you have any questions.

The Meta team is continuing to work on a fix for the Facebook DM Send API issue. In the meantime, we continue to advise customers to respond to customers via other channels (e.g.: Email, SMS, Voice) if an alternative contact method is available. We will update the Status Page upon further updates from Meta. Please contact <a href="https://connect.gladly.com/docs/help-documentation/article/contact-gladly-support/" target="_blank">Gladly Support</a> should you have any further questions.

The Meta team has identified a solution and is in the process of releasing a fix for the Facebook DM Send API issue. In the meantime, we continue to advise customers to respond to customers via other channels (e.g.: Email, SMS, Voice) if an alternative contact method is available. We will continue updating the Status Page every 60 minutes, or upon further updates from Meta. Please contact <a href="https://connect.gladly.com/docs/help-documentation/article/contact-gladly-support/" target="_blank">Gladly Support</a> should you have any further questions.

We are actively monitoring an incident with Meta's Send API, which is preventing outbound Facebook DMs from sending. Meta's engineering teams are working as expediently as possible to resolve this issue. In the meantime, we advise to respond to customers via other channels (e.g.: Email, SMS, Voice) if an alternative contact method is available. We will continue updating the Status Page every 60 minutes, or upon further updates from Meta. Please contact <a href="https://connect.gladly.com/docs/help-documentation/article/contact-gladly-support/" target="_blank">Gladly Support</a> should you have any further questions.

After actively monitoring system performance, we are happy to report that this issue is now resolved and Gladly is fully operational. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We have observed recovery in chat messages delay. We will continue to monitor the system and provide updates if necessary. We'll send our final update on this issue once we conclude our monitoring and confirm the issue is resolved. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Gladly is investigating intermittent chat delay issues. We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

This issue is now resolved, and Agents are able to place and take calls as expected. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We have observed recovery on intermittent Voice connection issues, resulting in call banners not appearing for a small percentage of Agents. This issue appeared to be caused by an internet backbone provider and was isolated to a subset of Agents whose connections went through that provider. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We are observing recovery on intermittent Voice connection issues. We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Gladly has identified a voice channel performance issue. We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We have confirmed that this issue has now been fully resolved upon deployment of the fix at 11:40 AM PT. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

A fix has been deployed for this issue, and users should be able to access Production as normal now. We will continue to monitor the platform. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Beginning 11:13 AM PT today, Gladly is experiencing an issue resulting in Agents being unable to access the Production environment. We expect to have a fix for this issue soon and are working on deploying that as expediently as possible. We will continue to update this Status Page every 30 minutes or upon resolution - whichever comes soonest. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

After actively monitoring system performance, we are happy to report that this issue is now resolved and Gladly is fully operational. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Our Telephony partner has deployed a fix, and we will continue to monitor the system. We'll send our final update once we conclude our monitoring and confirm the issue is resolved. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Inbound calls are now working normally. We continue to work with our Telephony partner on a fix for Voice Recordings. We will continue updating the Status Page with more information. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Gladly has identified an issue with our Telephony partner that is affecting Voice recordings. We are working with them as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Gladly is investigating an issue with voicemail playback. We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

This incident has now been resolved and 30007 delivery failures are no longer occurring via Verizon and AT&T Networks in the US for a subset of Customers (since 1 pm PDT today). Thanks for your continued patience while we worked through this incident in conjunction with our Messaging Partner Provider. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any further questions or concerns or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Our Messaging Partner Provider has informed us that this issue is now resolved. We will continue to monitor until further notice, however, SMS/MMS delivery failures should no longer be occurring. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Gladly will continue to update this Statuspage every 60 minutes with new updates while this incident is ongoing.

Our Messaging Partner Provider is continuing to work on a resolution for a current US SMS delivery issue. Delivery failures are occurring via Verizon and AT&T Networks in the US for a subset of numbers. Agents may be experiencing delivery failures with a 30007 error for any inbound & outbound traffic through Verizon and AT&T, during this time. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We have implemented a fix addressing this issue and have observed recovery. Threads are no longer handing off to Agents earlier than intended. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We are investigating an issue with Gladly Sidekick causing a subset of Threads to be handed off prematurely to Agents, before being handled by automation. Inbound and outbound communications on Chat and other channels are not affected. We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

After actively monitoring system performance, we are happy to report that this issue is now resolved and Gladly is fully operational. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We are observing recovery on SMS deliverability. We will continue to monitor the system and provide updates if necessary. We'll send our final update on this issue once we conclude our monitoring and confirm the issue is resolved. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We are continuing to work with our carrier partner on a resolution for the SMS issues. This issue only affects SMS and no other channels. At this time, if you are unable to send an SMS to a customer, we recommend calling or emailing instead. We will continue to post updates to the Status Page, every 60 minutes until this issue is resolved. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We are continuing to work with our carrier partner on a resolution for the SMS issues. This issue only affects SMS and no other channels. At this time, if you are unable to send an SMS to a customer, we recommend calling or emailing instead. We will post the next Status Page within 60 minutes, or an update is available - whichever is earliest. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Beginning 4:35 PM PT, we have identified intermittent issues with sending outbound SMS-es from Gladly, causing delivery failures. We are continuing to work with our carrier partner on a resolution for the SMS issues. We will post the next Status Page within 60 minutes, or an update is available - whichever is earliest. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

After actively monitoring system performance, we are happy to report that this issue is now resolved and Gladly is fully operational. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

A fix has been deployed for this issue. We will continue to monitor the system and provide updates if necessary. We'll send our final update on this issue once we conclude our monitoring and confirm the issue is resolved. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We have identified a root cause and are continuing to work on a fix for the Reporting issue. This affects downloads via CSV or API for Summary Reports, excluding Agent Summary. These are still available in the UI. We will post updates here every 120 minutes until this issue is resolved. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We are continuing to work on a resolution for the small subsets of Reports that are not able to be downloaded via CSV or API. Reports in the UI are loading as expected. We will continue to post updates to the Status Page, every 30 minutes until this issue is resolved. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We are continuing our investigation for a small subset of Reports downloaded as a CSV or via API. Reports in the UI are working as expected. We will continue to post updates here every 30 minutes until this issue is resolved. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Gladly is investigating errors from some reports downloaded as a CSV or via API. We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Gladly has continued to see no issues within the Production environment as a result of this incident. AWS has also confirmed that their incident is now fully resolved. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Gladly continues to see no issues in Production as a result of this incident, and Sandbox environments are back to operational. We are continuing to actively monitor our metrics and performance, and remain in real-time contact with our AWS representatives who have confirmed that they are seeing sustained improvements in their operations. We will wind down the conference bridge, but will reopen should anything change. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

At this time, we are not currently seeing issues on the Production environment as a result of this incident, and AWS has confirmed that they are beginning to see improvements. We are continuing to actively monitor our metrics and performance, and are in real-time contact with our AWS representatives. As the AWS issue may have the potential to have a major impact on Gladly, we are opening up a conference bridge for Customers to join and highly encourage folks to drop in for the latest and greatest information <a href="https://meet.google.com/seg-yyad-buj">here</a>. We will continue to keep our Status Page updated as well for those unable to join. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We are monitoring an incident within AWS - Gladly's platform partner. At this time, the incident is not affecting the Gladly Production ecosystem. We will continue to keep the Status Page updated should any changes occur. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

After actively monitoring system performance, we are happy to report this is now resolved and Gladly is fully operational. Gladly will distribute a thorough root cause analysis (RCA) for this incident via email as soon as possible. The RCA will contain details on root cause, incident timeline, recovery steps, and remediation steps. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Through our monitoring, we are beginning to see less latency in both inbound and outbound Chats. We will continue to post updates to the Statuspage once we observe complete resolution. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We are still working closely with our Chat delivery partner on the issue surrounding inbound chat latency and outbound message delivery. We will continue to post updates here every 30 minutes until the issue is resolved or sooner as more information becomes available. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Close collaboration with our Chat delivery partner carries on. To clear Chats from an Agent's queue, mark it as "No Reply Needed". They can then close the Conversation. As a reminder, you can respond via Email, Voice, or SMS if you have the Customer information. We will continue to post updates here every 45 minutes until the issue is resolved or sooner as more information becomes available. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Close collaboration with our Chat delivery partner carries on. To clear Chats from an Agent's queue, mark it as "No Reply Needed". They can then close the Conversation. As a reminder, you can respond via Email, Voice, or SMS if you have the Customer information. We will continue to post updates here every 45 minutes until the issue is resolved or sooner as more information becomes available. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We are working closely with our Chat delivery partner on a resolution for inbound message latency and outbound messages not being delivered. One option is to throttle chat and set your Sidekick message as away. More instructions are <a href=https://connect.gladly.com/docs/help-documentation/article/action-plan-in-case-of-a-platform-issue/?highlight=Outage#h-customers-unable-to-chat-in:~:text=Channel%2C%20like%20email.-,Chat,-Customers%20unable%20to>here</a>. We will continue to post updates here every 45 minutes until the issue is resolved or sooner as more information becomes available. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We are continuing to work on a resolution for the chat issue, where inbound messages are experiencing latency and outbound messages are not being delivered. You can consider throttling chat and setting your Sidekick message as away. More instructions are <a href=https://connect.gladly.com/docs/help-documentation/article/action-plan-in-case-of-a-platform-issue/?highlight=Outage#h-customers-unable-to-chat-in:~:text=Channel%2C%20like%20email.-,Chat,-Customers%20unable%20to>here</a>. We will continue to post updates to the Statuspage every 30 minutes until the issue is resolved. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We are continuing to work on a resolution for the Chat issue. Those experiencing these issues can consider throttling chat and updating their Sidekick message to reflect this. We will continue to post updates to the Statuspage every 30 minutes until the issue is resolved. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Our Chat delivery partner has identified an issue with sending and receiving chats. We are continuing to work with them on a resolution. We will continue to post updates to the Status Page, every 30 minutes until this issue is resolved. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Gladly is investigating reports of Chat Latency. We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

After actively monitoring system performance, we are happy to report that this issue is now resolved and Gladly is fully operational. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions.

As we continue to monitor, we see positive progress and stable results. We'll send our final update on this issue once we conclude our monitoring and confirm the issue is resolved. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We have begun to see recovery from a fix our chat partner enabled and will continue to monitor the system and provide updates. We'll send our final update on this issue once we conclude our monitoring and confirm the issue is resolved. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

At this time, we are still working with our chat + WhatsApp delivery partner for a fix. We will update this page in 1 hour or whenever there is a status change, whichever comes first. Thank you for your patience in using other channels. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We are still working with our chat and WhatsApp delivery partner on their resolution. We take this very seriously and appreciate your patience. More updates to come in 30 minutes. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We have seen some improvement, but are still waiting on our chat delivery partner for full resolution. We appreciate your patience as we work as expeditiously as possible. We will be back with an update in 30 minutes. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Our chat delivery partner is still working on a resolution. We do still recommend using alternate channels for customer contact. We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We are working diligently with our chat delivery partner to rectify the latency and will continue to post updates here every 30 minutes. We recommend alternate channels like email, SMS, or voice if Agents are experiencing issues. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We are working closely with our chat delivery partner to rectify the long delays in sending and receiving messages. We will post updates here every 30 minutes until this issue is resolved. For Agents experiencing errors, we recommend using email, SMS, or another channel. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We continue to work with our chat partner on a resolution for the intermittent delivery issue. We will post updates here every 30 minutes until this issue is resolved. If Agents are continuing to experience errors, we recommend using email or another channel. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Gladly is investigating intermittent chat delivery issues due to our message delivery partner. We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Since 5:15 PM PT, Voice has continued to remain performant and Agents are able to accept calls. Please contact Gladly Support should you have any questions.

Voice connections are continuing to perform as expected. We will continue monitoring. Please contact <a href="https://connect.gladly.com/docs/help-documentation/article/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We have observed full recovery of Voice connection issues and will continue working with our Voice partner on monitoring and full resolution. Please contact <a href="https://connect.gladly.com/docs/help-documentation/article/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We are continuing to work on a resolution for the the Voice call acceptance issue, caused by a problem in our Voice partner. We are actively working with our partner to resolve these issues as swiftly as possible. In the meantime, we advise affected customers to update their IVRs to transition customers to SMS, Chat, Email or Voicemail (e.g.: utilizing the Ad Hoc Closure Node to direct customers to Voicemail vs Agents). We will continue to post updates to the Status Page every 30 minutes until the issue is resolved. Please contact <a href="https://connect.gladly.com/docs/help-documentation/article/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Gladly is investigating reports of Voice connection issues causing errors with call routing. We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes. Please contact <a href="https://connect.gladly.com/docs/help-documentation/article/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We have implemented a fix for this issue, which intermittently affected < 10% of search queries. As of 3:46 PM PT, Answers + Help Center Search latency is now back to expected levels. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Our work continues with our fix. As we make progress, we will continue to post here every 45 minutes or when there is an update, whichever is sooner. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We are continuing to work on a resolution, and will post updates here every 30 minutes until this issue is resolved. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We have identified the issue and are actively working on a fix for the intermittent latency. We will continue to post updates to the Status Page, every 30 minutes until this issue is resolved. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Gladly is investigating intermittent latency in Search, Help Center, and Answers. Agents could see a notice that "Your last action could not be completed due to slow or unstable internet connection in Gladly." We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We have deployed and verified a fix for the IVR creation/editing issues on Production. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We are preparing the fix for the IVR creation / editing issue for deployment. We will update the Status Page within 30 minutes, or when a fix is applied - whichever is earlier. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or require any urgent changes on your IVR, or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We are preparing the fix for the IVR creation / editing issue for deployment. We will update the Status Page within 30 minutes, or when a fix is applied - whichever is earlier. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or require any urgent changes on your IVR, or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We are working on validating the fix for the IVR creation / editing issue. We will update the Status Page within 30 minutes, or when a fix is applied - whichever is earlier. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or require any urgent changes on your IVR, or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We are working on validating the fix for the IVR creation / editing issue. We will update the Status Page within 30 minutes, or when a fix is applied - whichever is earlier. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or require any urgent changes on your IVR, or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We are working on validating the fix for the IVR creation / editing issue. We will update the Status Page within 30 minutes, or when a fix is applied - whichever is earlier. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We are continuing to work on a fix for the IVR creation / editing issue. We will update the Status Page within 30 minutes, or when a fix is applied - whichever is earlier. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Gladly is investigating reports of Admins not able to edit or create new IVRs containing schedule nodes We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes. Note that incoming and outgoing calls are not affected – this is limited to creation and editing of IVRs. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Our data warehouse partner has implemented a configuration fix to resolve this issue and reports are functioning as expected again. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support">Gladly Support</a> should you have any questions.

Due to an ongoing issue at our data warehouse provider, customers may notice delays or timeouts with generating Reports via the Gladly UI and API beginning Apr 18, 2023 - 15:20 PDT. Gladly is actively working on monitoring the delays with our partner. The Gladly EventBridge API, Liveboards and Events API are not affected by this issue. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support">Gladly Support</a> should you have any questions.

After actively monitoring system performance, we are happy to report that this issue is now resolved and Gladly is fully operational. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions.

We continue to monitor the system updates. We'll send our final update on this issue once we conclude our monitoring and confirm the issue is fully resolved. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Our Email partner has deployed a fix for this issue. We will continue to monitor the system and provide updates if necessary. We'll send our final update on this issue once we conclude our monitoring and confirm the issue is resolved. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We are continuing to work on a resolution for the Email issue. At this time, please have Agents attempt to re-send failed Emails. We will continue to post updates to the Status Page, every 30 minutes until this issue is resolved. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We continue to work closely with our Email partner as they work on a fix. Less than 3% of outbound Emails in Gladly are affected. We encourage Agents to re-send Emails that previously failed. We will continue to post updates to the Status Page, every 30 minutes until this issue is resolved. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We are continuing to work with our partner on a resolution for the Email deliverability issue. While previously thought that some messages would be removed from the Conversation Timeline, we have confirmed they will remain. We recommend Agents attempt to re-send the Email as opposed to re-composing it. We will continue to post updates to the Status Page until this issue is resolved. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Gladly is investigating reports of intermittent Email deliverability issues caused by our Email partner. Agents may experience some Emails stuck in "Sending" status that then are removed from the Customer Profile. We are working as expediently as possible with our partner to resolve this and will continue updating the Status Page. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Between 10:04 PM PT to 10:26 PM PT, Agents who clicked on the "refresh" banner notification in Gladly experienced a blank screen after refreshing their browsers. Agents who did not refresh their browsers were able to utilize Gladly as expected. A fix for this issue was deployed at 10:26 PM PT, which immediately corrected the problem. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any additional questions.

After actively monitoring system performance, we are happy to report that this issue is now resolved and Gladly is fully operational. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions.

A fix is in the process of being deployed for this issue via our reporting provider 'Snowflake'. We will continue to monitor the system and provide updates if/when necessary, as of now all Gladly reporting is now up to date & fully accessible. We'll send our final update on this issue once we conclude our monitoring and confirm the issue is resolved via Snowflake. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We have started to witness recovery in Reporting data delays (data is now relatively up to date). This issue was impacting Gladly UI & API OOTB Reporting incl. Insight Builder & Workforce Management APIs, since 6.30 am PST this morning, February 2nd. This issue was not impacting Liveboards or EventBridge. We will continue to monitor the system and provide updates if necessary. We'll send our final update on this issue once we conclude our monitoring and confirm the issue is resolved. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We are continuing to work on a resolution for the Reporting delays. We will continue to post updates to the Status Page until this issue is resolved. This is primarily impacting Gladly UI & API OOTB Reporting incl. Insight Builder & Workforce Management APIs, since 6.30 am PST this morning, February 2nd. This issue is not impacting Liveboards. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Gladly is investigating reports of Gladly Reporting delays, since 6.30am PST this morning - February 2nd 2023. We are working as expediently as possible to resolve these issues and will continue keeping the Status Page up to date. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

A configuration update by a security partner caused a small percentage of inbound call problems. We have deployed an update to address this and have since observed full recovery. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We are investigating an issue causing a small percentage of inbound call problems. We have deployed an update to address this, and are starting to see recovery. We will continue to post updates to the Status Page until this issue is resolved. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Gladly is investigating Voice issues. We are working as expediently as possible to resolve these issues, and will continue keeping the Status Page up to date. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

After actively monitoring system performance, we are happy to report that the chat delivery issue is now resolved and Gladly is fully operational. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions.

We are now seeing a full recovery via our chat delivery partner. We will continue to monitor the system and provide updates if necessary. We'll send our final update on this issue once we conclude our monitoring and confirm the issue is resolved. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

We are continuing to work on a resolution for the chat messaging issues. We’re working with our chat delivery partner on a full recovery and we have started to see recovery since 10:07 AM PST. Inbound messaging delays have recovered. Agents sending outbound chats may still intermittently encounter deliverability issues - though this looks to have mostly recovered. We will continue to post updates to the Status Page until this issue is resolved. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Gladly is investigating reports of Chat Messaging issues. We are working as expediently as possible to resolve these issues, and will continue keeping the Status Page up to date. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

This issue is now resolved, and Agents are able to login to all Gladly instances as expected again. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions.

We are continuing to work on a fix for Agents who are currently unable to login to their instances. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions.

We are investigating reports of issues with logging in to some Gladly instances containing us-1.gladly.com in the URL. Instances without us-1.gladly.com in their domains are unaffected. If you are encountering login issues and are not utilizing SSO, we recommend trying to login via us-1.gladly.com directly. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions.

Chat is now operational. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions.

Our chat delivery partner experienced intermittent latency this morning, causing some messages to deliver more slowly than expected. A fix has been implemented with our partner and we are monitoring results. We have observed recovery. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions.

We have identified an issue with one of our chat partners that led to some Gladly users being unable to fully access Chat and associated functions. We will continue to identify a root cause and provide updates here. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions.

We are actively investigating an issue that may lead to some Gladly users being unable to fully access Chat and associated functions. We will continue to identify a root cause and provide updates here. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions.

The auto-away/auto-logoff feature has been turned back on. We will continue to closely monitor agent activity performance while this feature is reinstated. Please contact <a href="[https://help.gladly.com/docs/contact-gladly-support](https://help.gladly.com/docs/contact-gladly-support)" target="_blank">Gladly Support</a> should you have any questions about the use of this feature and why it was previously disabled.

The auto-away/auto-logoff feature has been turned off as a precautionary measure to avoid agents becoming logged out of Gladly. We will continue to monitor agent activity performance before toggling this feature back on again, to ensure that agent activity events can be processed in an optimal time frame and there is no backlog. ***Please Note:*** During the interim, this will impact Gladly’s ability to set agents to auto-away or auto-logout in a timely manner. To ensure that calls and messages do not get routed incorrectly, please ensure that agents log out at the end of their shifts and go away when they step away from their desks.* Please contact <a href="[https://help.gladly.com/docs/contact-gladly-support](https://help.gladly.com/docs/contact-gladly-support)" target="_blank">Gladly Support</a> should you have any questions.

Agents are no longer getting logged out or marked as away too early. We will provide further details about today’s incident via an RCA, which we aim to compile as soon as possible. IMPORTANT NOTE: Today's hotfix will impact Gladly’s ability to set Agents to auto-away or auto-logout in a timely manner. To ensure that calls and messages do not get routed incorrectly, please ensure that Agents log out at the end of their shifts and go away when they step away from their desks. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions.

We are continuing to monitor for any further issues.

Gladly has fully deployed a fix to address the Agent idle timing (away / logout) issues. We will continue to monitor Gladly operations in the meantime. Now this hotfix has deployed Agents should refresh their Gladly instance via the update banner or log out and log back in again for this hotfix to take effect and for them to remain online with Gladly. Please Note: During the interim, this hotfix will impact Gladly’s ability to set Agents to auto-away or auto-logout in a timely manner. To ensure that calls and messages do not get routed incorrectly, please ensure that Agents log out at the end of their shifts and go away when they step away from their desks. We will continue to work on reinstating auto-away and auto-logout capabilities. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions.

Gladly continues to deploy a fix to address the Agent idle timing (away / logout) issues. (This is taking longer than anticipated Vs. the previously communicated rollout timing) After this hotfix is deployed it will require Agents to refresh their Gladly instance if/when they receive the update banner or log out and log back in again for this hotfix to take effect. Please note: This hotfix will impact Gladly’s ability to set Agents to auto-away or auto-logout in a timely manner. To ensure that calls and messages do not get routed incorrectly, please ensure that Agents log out at the end of their shifts and go Away when they step away from their desks.

Gladly is deploying a fix to address the Agent idle timing (away / logout) issues. We expect this to be deployed to production within the next 30 minutes. No other functionality on Gladly (e.g.: routing, IVRs) is impacted or was previously impacted by this issue. We will continue to monitor system performance in collaboration with our infrastructure partners. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions.

We are seeing marked improvement and recovery across Agent idle timing issues. We recommend re-opening your Gladly Voice & Chat channels at this time. We will continue to monitor activities while services resume normal Cyber Monday activities in conjunction with our infrastructure partners. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any further questions.

It is recommended to close your Gladly Voice & Chat channels, once again while this issue persists. We will provide further updates on reopening these channels as it becomes available and the situation improves. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any further questions.

We are continuing to work to alleviate the strain on the system as we investigate the root cause. This includes ~ spinning up extra instances, disabling non-essential services, and pushing for a suggested / urgent resolution with AWS; our database provider. It is recommended to reconvene your Gladly Voice & Chat channels at this time, while we are seeing improvements in Gladly operations. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any further questions.

We are working to alleviate strain on the system as we investigate the root cause. Spinning up extra instances, disabling non-essential services and pushing for urgent resolution with AWS; our database provider. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any further questions.

We are going to apply further database capacity to handle the problematic traffic and Gladly idle / timeout issues. It is recommended to close your Gladly Voice & Chat channels while this issue persists. We will provide further updates on reopening channels as it becomes available and the situation improves. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions.

We are currently investigating an issue with Agents becoming logged out from the Gladly platform at an earlier time than expected. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions.

We have confirmed Insight Builder, Reports API, and Reports CSV downloads are now fully operable. Data has been backfilled. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions.

We continue to monitor. Insight Builder, Reports API, and Reports CSV downloads are returning data. Some latency is still expected. We continue to backfill data. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions.

A fix has been implemented with our partner and we are monitoring results. We have observed some recovery and continue to wait for the fix to propagate. We will continue to monitor and update here. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions.

We are continuing to work with our partners as improvement continues.

We continue to see improvement and will continue to review. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions.

A fix is being put in place and we are starting to see some recovery. We will update here with more information. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions.

We continue to work with our partners on a fix. We will continue to update here with more information. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions.

We have identified the root cause with our Reporting partner and will continue to update here. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions.

We are actively investigating an issue that may lead to some Gladly users experiencing high latency on Insight Builder, Reports API, and Reports CSV downloads. We have identified an issue with our reporting partner that is causing latency and potential timeouts in Reports. Liveboards, the AWS Event Bridge integration and the Events API are not affected. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions.

Work Sessions Reporting data is now fully accessible & operational again. This incident is being marked as resolved. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions.

Work Sessions Reporting data is now up to date as of 1:17 pm Pacific Time. In parallel Gladly Engineering continues to work on ensuring the update routine is restored to its normal refresh rate. We will provide further updates in due course on the timeline for resolution. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions.

We are currently working on bringing the Work Sessions Reporting data back up to date. More details to follow once this completes will be provided in the next Statuspage update. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions.

We are currently investigating an issue connected with our Work Sessions Reports & Work Sessions API data. In particular, data from 1:30 AM Pacific Time (approximately) on 11/10 may appear delayed. No other reports or APIs are affected. We have identified a root cause for this and will provide further updates shortly. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions.

As of 6:16 PM PT, all outbound messages on Chat are delivering as expected and this incident is fully resolved. This issue was caused by brief and intermittent latency with our message delivery partner. Please contact <a href="https://help.gladly.com/implementation/docs/filing-a-support-issue">Gladly Support</a> should you have any questions.

We have confirmed that no outbound deliverability errors or delays have occurred as of 6:16 PM PT. We are continuing to actively monitor with our Chat message delivery partner before resolving this Status Page update. Please contact <a href="https://help.gladly.com/implementation/docs/filing-a-support-issue">Gladly Support</a> should you have any questions.

We are currently monitoring intermittent delivery issues affecting a small percentage of outbound Chat messages. We are actively working with our Chat message delivery partner on further monitoring and resolution. In the meantime, we advise that Customers who are seeing Chat deliverability issues transition to sending messages via Email or other channels. Please contact <a href="https://help.gladly.com/implementation/docs/filing-a-support-issue">Gladly Support</a> should you have any questions.

All 09/25/2022 data is now showing as expected in the Work Sessions report. As previously noted, no other reports (e.g.: Contact Export Report) or APIs (e.g.: Events API) were affected. Please contact <a href="https://help.gladly.com/implementation/docs/filing-a-support-issue" target="_blank">Gladly Support</a> should you have any questions.

We have deployed a fix for this issue, and expect 09/25/2022 data to backfill for the Work Sessions Report over the next few hours. No other reports (e.g.: Contact Export Report) or APIs (e.g.: Events API) were affected. Please contact <a href="https://help.gladly.com/implementation/docs/filing-a-support-issue" target="_blank">Gladly Support</a> should you have any questions.

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

We are investigating issues with the Work Sessions API / Report preventing data generated on 09/25/2022 from being returned. Please contact <a href="https://help.gladly.com/implementation/docs/filing-a-support-issue" target="_blank">Gladly Support</a> should you have any questions.

As of 1:54 PM PDT, we have fully resolved access issues to Insight Builder, scheduled reports, Gladly Reporting APIs, and the Gladly Reports page. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions.

We are currently investigating an issue accessing reporting via scheduled reports, Insight Builder, Gladly Reporting APIs and the Reports pages on Gladly. The Event APIs remain accessible and up to date, and no information will be lost / missing upon resolving access / download issues. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any further questions on this incident.

We are currently investigating an issue with scheduled reports. In particular, users who attempt to create a new scheduled report may experience an error, and existing scheduled reports may be delayed in sending to inboxes. No other reporting products, like the Gladly Reporting APIs, CSV Reports, Events APIs or Insight Builder are affected. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any further questions on this incident.

The release has been rolled back and will be re-released in the next 30-45 minutes. This issue impacted agents who clicked the Gladly release banner to refresh the page. Agents who did not refresh would not have experienced any issues. (On the previous version of Gladly) Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any further questions on this incident.

We are investigating issues with the Gladly platform, as we release the new version of Gladly this evening.

Confirming that Gladly reporting has now stabilized and we are marking this incident as resolved. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any further questions about this incident.

Our reporting provider has increased capacity to improve Gladly reporting latency. We have since witnessed Gladly reporting return to normal. We will continue to monitor reporting services and provide further updates including a resolution confirmation once this issue is resolved. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions.

Our reporting provider has identified a solution and is actively working on increasing capacity to improve Gladly reporting latency. We will continue to provide updates here. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions.

We are actively investigating an intermittent issue that may lead to some Gladly users being unable to use OOTB and API Reporting. We will continue to identify a root cause with our reporting provider and provide updates here. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions.

We have received reports that the transient issue has been resolved. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions.

Our Voice partner identified a transient issue. They have since reported this has been resolved. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions.

We are actively investigating an issue that may lead to some Gladly users being unable to fully use Email + Voice. We will continue to identify a root cause and provide updates here. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions.

Gladly Engineering was alerted to an outage with one of our cloud infrastructure providers at 11:32 pm PDT, on 6/20/22, whereby agents using Gladly would have been faced with 500 internal server errors and unable to log in to the UI. A fix for this outage was implemented by 12:10 am PDT on 6/21/22, at which time Gladly and all of its services became accessible once again. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any further questions about this outage or how it impacted Gladly.

We can confirm that users are no longer experiencing issues with inbound and outbound Emails. This incident is now considered resolved. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions.

We are continuing to monitor for any further issues. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions.

Though our partner previously thought all inbound emails sent between 5:08 – 5:46 am Pacific Time were not received, we have updated information. They have confirmed that though delayed, these emails have been now been accepted. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions.

Our service partner has confirmed they have implemented a fix. Some may still experience email latency. We continue to monitor these results. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions.

We are continuing to monitor for any further issues. Some users may still experience latency with emails. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions.

Our partner has reported outbound Email delivery is recovering, joining inbound in being operational. Messages previously sent during the outage will still be delivered, albeit with some degree of latency. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions.

We have received more information from our partner and can confirm inbound Emails were not received between 5:08 – 5:46 am Pacific Time. Inbound Emails are now are being received. There still might be a slight delay with outbound Emails, but no blockages. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions.

We continue to work with our Email partner as they implement a fix. We encourage you to respond to inbound Emails via another Channel like SMS or Voice if applicable. Outbound Emails that have been accepted should be retried once outbound sending is operational. We will update this page once that happens. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions.

Our team continues to work with our Email partner as they work on a fix. They are still reporting outbound delays, though inbound is now functional. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions.

Gladly is currently experiencing issues with inbound and outbound Email caused by our provider. We are actively working with our partner on a resolution timeline and next steps. In the meantime, we highly recommend contacting Customers over alternative Channels instead, like SMS or Voice. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions.

We can confirm that users are no longer experiencing any intermittent latency issues with outbound communications, including: call routing, chats and email delay issues. This incident is now considered resolved. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions.

We are actively investigating an issue that may lead to latency in Production. We will continue to identify a root cause and provide updates here. Users may experience delays with outbound communications; call routing, chats and email delays. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions.