We encountered two periods of instability on the platform from 10:30 am to 11:15 am (UTC+1) and then from 12:15pm to 14:45pm (UTC+1). During these periods, the RealTime services managing real-time message exchanges were overloaded. The service managing the availability of agents was also impacted. The consequences identified are as follows: - Delays between sending and receiving a message - Messages sent but not saved in the conversation history - Two agents in the same conversation - Slow initialization of a conversation (between 10 and 15s between the first visitor message and the arrival of the conversation in the conversation panel).
Our technical team developed an emergency patch to restore the situation at 2:45 pm (UTC+1). We apologize for the inconvenience.