Resolved after 12 hours 5 minutes, affecting Americas (Sao Paulo) and Americas (Canada) and 1 more, on October 15, 2025.
Our vendor is still investigating the issue with their API v2 service. The next update will be provided by 18:00 Eastern, or sooner if new information becomes available.
Affected components
Update timeline
- identified Oct 15, 2025, 10:14 AM UTC
Genesys Cloud engineers remain engaged with the third-party vendor as the vendor continues to investigate root cause of the messaging issue within their platform. Next update 07:00 Eastern or sooner as information becomes available
- identified Oct 15, 2025, 10:59 AM UTC
Genesys Cloud engineers remain engaged with the third-party vendor as the vendor continues to investigate root cause. Next update 08:00 Eastern or sooner as information becomes available.
- identified Oct 15, 2025, 11:30 AM UTC
It is confirmed the issue is isolated to the X stream functionality only. Genesys Cloud engineers remain engaged with the third-party vendor as the vendor continues to investigate root cause. Next update 08:00 Eastern or sooner as information becomes available.
- identified Oct 15, 2025, 12:56 PM UTC
Genesys Cloud engineers remain engaged with the third-party vendor as the vendor continues to investigate root cause of the stream error within their platform. Next update 10:00 Eastern or sooner as information becomes available.
- identified Oct 15, 2025, 01:55 PM UTC
Service teams continue to work with the vendor to restore service. Impact remains with Genesys Cloud Social Listening. Inbound and Outbound DMs are working as expected. Next update 11:30AM Eastern or sooner as information becomes available.
- identified Oct 15, 2025, 03:30 PM UTC
Our vendor is continuing to investigate the issue in their API v2 offering, next update 13:00 Eastern or sooner as information becomes available.
- identified Oct 15, 2025, 05:00 PM UTC
Our vendor is still investigating the issue with their API v2 service. The next update will be provided by 14:00 Eastern, or sooner if new information becomes available.
- identified Oct 15, 2025, 06:02 PM UTC
Our vendor is still investigating the issue with their API v2 service. The next update will be provided by 16:00 Eastern, or sooner if new information becomes available.
- identified Oct 15, 2025, 07:59 PM UTC
Our vendor is still investigating the issue with their API v2 service. The next update will be provided by 18:00 Eastern, or sooner if new information becomes available.
- resolved Oct 15, 2025, 10:19 PM UTC
This incident has been resolved.
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