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.

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