Monitoring is complete, and this incident has been resolved. We appreciate your patience throughout this incident.
Posted Dec 03, 2025 - 15:36 EST
Monitoring
We successfully reverted the change and have confirmed that Customer Agent Web Chat follow-up prompts are sending as expected. We will continue to monitor to ensure there is no further impact.
Posted Dec 03, 2025 - 15:21 EST
Identified
As of 3:00 PM US/Eastern, we confirmed this issue is only impacted Web Chat. Customer Agent via SMS chat is not impacted. We have identified a recent change as the root cause and will be reverting this shortly. We continue to monitor closely and appreciate your patience throughout this incident.
Posted Dec 03, 2025 - 15:08 EST
Investigating
We are currently investigating an issue impacting Customer Agent follow-up prompts beginning around 11:20 AM US/Eastern. Follow-up prompts are not appearing after replies from the AI Agent. This prevents end users from continuing the conversation or escalating to a human agent. We'll provide updates as more information is available.
Posted Dec 03, 2025 - 14:57 EST
This incident affected: K:Service (Customer Agent).