We experienced elevated errors and latency on the Conversations API, specifically with the search method. The impact occurred between 11.47 UTC and 12.18 UTC.

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.

We experienced elevated 5xx errors with our help center product between 05.43 UTC to 06.04 UTC. The issue has been resolved and all functionality should be back to normal.

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 should now be resolved and all services are restored to normal functionality.

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

We've resolved the issue with customers using Android SDK seeing increased failures in attachments to conversations. We've released a new Android SDK version that will resolve this, but we have also implemented fixes to ensure backwards compatibility with older Android SDK versions.

The latest Android SDK is available here: https://github.com/intercom/intercom-android/releases/tag/17.4.7
Our Developer Docs have details on how to do so here: https://developers.intercom.com/installing-intercom/android/installation

All services are now working as expected.

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

Between 16:50 - 17:01 UTC approx 25% of articles were failing to load and an error page was displayed on all help-centres. We rolled back a change which resolved the issue. Apologies for the disruption.

From 13:51 - 13:54 UTC, the Helpdesk had increased errors and latency. Please reach out to team@intercom.io if you experience any issues

This issue should now be resolved and all services are restored to normal functionality.

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

From 10:52 - 11:35 UTC, User Data and Conversation Data would not load in the Helpdesk. There were also failures in Ticket Creation.

This issue should now be resolved and all services are restored to normal functionality.

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

Between 12:32 UTC and 13:11 UTC there were intermittent delays in conversation processing of up to a few minutes, across all of Intercom and Fin in the USA hosting region. The cause of the problem has been mitigated and we're immediately working on a deeper fix.

This issue should now be resolved and all services are restored to normal functionality.

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.

The team has shipped a fix and all phone calls should be properly routed now.

This issue should now be resolved and all services are restored to normal functionality.

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

Email sending was delayed between 18:53 UTC - 19:33 UTC. Email sending is back to normal.

This issue should now be resolved and all services are restored to normal functionality.

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

We've worked with Yahoo to fix a configuration issue on their side. This issue should now be resolved and all services are restored to normal functionality.

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

On Friday 30th January between 15:12 GMT and 16:22 GMT customers using the WhatsApp channel in the US experienced connection issues with Intercom. 

We completed a standard key rotation and identified a key missing a permission that caused numbers to get disconnected. This caused the team to complete a revert which resolved the issue.  

This issue is now resolved, and all services are working as expected.

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.

A small subset of Intercom customers experienced degraded service including inconsistent latency and stale data when reading from the platform.

Between 1606 and 1612 GMT, customers may have experienced a slight period of increased error rates and latencies. This issue is now resolved, and all services are working as expected.

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

We have resolved the underlying database issues and all services are restored to normal.

A public RCA will be posted to this status page as soon as possible.

Please don’t hesitate to reach out to team@intercom.io if you are seeing any further issues.

The delays with balanced assignment have been resolved. They started at 14.00 UTC and were resolved at ~17.40 UTC.

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