Yellow.ai - Complete Service Outage – MEA Region – Incident details

Experiencing partial outage

Complete Service Outage – MEA Region

Identified
Major outage
Started 5 months ago

Affected

User Authentication

Operational from 1:17 PM to 2:12 PM, Major outage from 2:12 PM to 5:40 PM, Operational from 5:40 PM to 12:00 AM

MEA

Operational from 1:17 PM to 2:12 PM, Major outage from 2:12 PM to 5:40 PM, Operational from 5:40 PM to 12:00 AM

Workflow/Agent Builder

Major outage from 1:17 PM to 2:13 PM, Operational from 2:13 PM to 12:00 AM

MEA

Major outage from 1:17 PM to 2:13 PM, Operational from 2:13 PM to 12:00 AM

Live Agent/Inbox

Major outage from 1:17 PM to 6:12 PM, Partial outage from 6:12 PM to 2:12 PM, Major outage from 2:12 PM to 2:13 PM, Operational from 2:13 PM to 12:00 AM

MEA

Major outage from 1:17 PM to 6:12 PM, Partial outage from 6:12 PM to 2:12 PM, Major outage from 2:12 PM to 2:13 PM, Operational from 2:13 PM to 12:00 AM

Updates
  • Update
    UTC
    Update

    Update:
    We are currently experiencing a complete service disruption affecting the Engage and Inbox modules.

    • Engage services are fully impacted.

    • Inbox Chat functionality is unavailable.

    • Live chat assignment is not functioning.

    Our engineering teams are actively investigating the issue with the highest priority and working towards restoring the services at the earliest.

    Current Status:
    The issue remains under active investigation. Root cause analysis is in progress, and restoration efforts are ongoing. We are closely monitoring the system to ensure stability once services are restored.

    We sincerely apologize for the inconvenience caused and appreciate your patience. Further updates will be shared as soon as we have more information.

  • Identified
    UTC
    Identified

    Update:
    Engage services are now operating normally. Inbox Chat functionality has also been restored and is back to normal.

    However, we are currently observing an issue where live chats are not being automatically assigned to available agents. Our team is actively investigating this to ensure normal assignment flow is resumed at the earliest.

    Our teams are continuing to work on restoring the remaining impacted services, including Workflow, Email Ticketing (Inbox), and Analyze.

    Current Status:
    Our engineering teams are actively investigating this with the highest priority and are working to fully restore all remaining services at the earliest. We will continue to provide timely updates as more information becomes available.

    We sincerely appreciate your patience and understanding during this time.

  • Investigating
    UTC
    Investigating

    Impact:
    We are currently experiencing a service disruption in the MEA region. Bots hosted in this region are impacted and may not function as expected. Users may experience bot unavailability, failed message processing, or no responses.

    Additionally, the Engage and Inbox modules are also affected. Engage Notifications triggered from this region may fail or not be delivered, and Inbox functionalities such as ticket updates, message visibility, or agent interactions may experience disruptions.

    Current Status:
    Our engineering teams are actively investigating this with the highest priority and are working to restore all impacted services at the earliest. We will continue to provide timely updates as more information becomes available.

    We sincerely appreciate your patience and understanding during this time.