Assembled incident
Voice agent rerouting to live human agents due to elevated latency
Resolved after 16 hours 43 minutes, affecting Application and API and 1 more, on July 15, 2026.
We've returned to normal levels of latency and error rates across all services.
Affected components
Update timeline
- investigating Jul 15, 2026, 12:40 AM UTC
We are investigating elevated latency with our voice agent so while this occurs we are re routing calls to live agents.
- investigating Jul 15, 2026, 01:07 AM UTC
We have discovered that the elevated voice latency is due to increased latency from our database, which affects our web application and APIS.
- monitoring Jul 15, 2026, 03:00 AM UTC
We've identified the root cause and merged a potential fix. We are monitoring for improvement.
- monitoring Jul 15, 2026, 06:23 AM UTC
Our original fix did not have the intended effect. We've merged another fix and are again monitoring results to see if latency across all services recovers.
- monitoring Jul 15, 2026, 09:26 AM UTC
We're still seeing unexpected load on our database, causing elevated latency and error rates. The team is continuing to investigate.
- monitoring Jul 15, 2026, 05:18 PM UTC
We are seeing improvement in latency across all services so as a result, we have turned our voice agent back on. It is not accepting calls. We are continuing to monitor for stability.
- monitoring Jul 15, 2026, 05:24 PM UTC
We've returned to normal levels of latency and error rates across all services.
- resolved Jul 15, 2026, 05:24 PM UTC
We've returned to normal levels of latency and error rates across all services.
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