Live chat escalation messages not being shown to end users

Incident Report for Assembled

Resolved

From 10:15am PT to 12:32 PT, agent messages sent from CRM platforms (Zendesk, Kustomer, etc.) were not appearing in the chat widget to end customers. This would occur for any messages escalated to live chat, but did not affect email handoff messages.

We've identified and resolved the issue and the full functionality for live chat is restored. We'll be conducting a full postmortem of this incident.
Posted Aug 04, 2025 - 19:46 UTC
This incident affected: Assist.