Twilio Message Sending Failure
Incident Report for Kustomer
Postmortem

Summary

Starting at around 05:25 PST on Feb 26, 2021, Twilio detected a potential issue with their Conversation, Chat, and Rest API. Connection issues were confirmed at 05:48 PST for many of their products.

At 07:55 PST, Twilio reported that the connection issues had been resolved, but that processing of Programmable Messaging queues were delayed.

At 09:04 PST, services were reported to be operating normally. This was confirmed 30 minutes later as the issue was resolved.

Impact/Alerts

Services impacted:

  • Twilio Messaging App

Root Cause

Additional details for the incident can be found here: https://status.twilio.com/incidents/zmz5c9prz8mm

Resolution

Twilio deployed a fix to resolve connection issues for their products.

Posted May 27, 2021 - 19:48 EDT

Resolved
This incident has been resolved.
Posted Feb 26, 2021 - 15:14 EST
Update
Twilio has updated their status and is no longer experiencing connection issues. Any messages that were experiencing issues sending during this service interruption will be re-driven.

For more information, please refer to https://status.twilio.com/

Please reach out to our Support team with any additional questions. You can reach us by going to https://help.kustomer.com/ and clicking "Contact Support" at the top of the page.
Posted Feb 26, 2021 - 11:14 EST
Identified
Twilio is continuing to experience issues with their SMS service. Their engineers are working to find a solution.

We will continue to share information here as it becomes available, and will update you when a fix has been released and Twilio SMS services are restored to normal.
Posted Feb 26, 2021 - 09:51 EST
Investigating
Twilio is currently reporting issues sending outbound messages in their system. We have been made aware and are actively monitoring the situation. As a result, Twilio outbound messages may fail to send. This does not impact inbound messages from Twilio.

For more information, please refer to https://status.twilio.com/.

Please reach out to our Support team with any additional questions. You can reach us by going to https://help.kustomer.com/ and clicking "Contact Support" at the top of the page.
Posted Feb 26, 2021 - 08:42 EST
This incident affected: Prod1 (US) (Channel - SMS) and Prod2 (EU) (Channel - SMS).