Customers using Fin for Salesforce can resolve this issue by going into Fin Settings, then Salesforce Integration, and then clicking reconnect. This operation must be performed by the cluster. We have confirmed that all customers following this process have seen recovery.

Between 16:20 - 17:16 UTC, most phone features were in a degraded state, including outbound and inbound phone calls. We apologise for the disruption.

We have started to receive messages with attachments/media from WhatsApp again. New inbound messages containing media, such as images, audio, or attachments, will be delivered successfully to the Helpdesk. Any messages that failed to deliver attachments previously will need to be sent again.

Please don’t hesitate to reach out to team@intercom.io if you have any further questions or if you’re still seeing any unexpected behaviour

This issue is now resolved and the teammate web app is fully operational. The teammate web app was unavailable between 14:07 UTC and 14:23 UTC then again from 14:37 UTC to 14:47 UTC, due to an authentication error. All other services were unaffected during this period.

Please don’t hesitate to reach out to team@intercom.io if you have any further questions or if you’re still seeing any unexpected behaviour