Intercom incident
[US Hosting] Customers experiencing connection issues to the WhatsApp channel
Resolved on January 30, 2026, affecting Omnichannel.
On Friday 30th January between 15:12 GMT and 16:22 GMT customers using the WhatsApp channel in the US experienced connection issues with Intercom. We completed a standard key rotation and identified a key missing a permission that caused numbers to get disconnected. This caused the team to complete a revert which resolved the issue. This issue is now resolved, and all services are working as expected.
Affected components
Update timeline
- investigating Jan 30, 2026, 04:55 PM UTC
We are investigating reports of connection issues for customers using Meta channels. We believe we are recovery mode and continuing to monitor. We’ll update you here as soon as we have more specific information.
- resolved Jan 30, 2026, 05:36 PM UTC
On Friday 30th January between 15:12 GMT and 16:22 GMT customers using the WhatsApp channel in the US experienced connection issues with Intercom. We completed a standard key rotation and identified a key missing a permission that caused numbers to get disconnected. This caused the team to complete a revert which resolved the issue. This issue is now resolved, and all services are working as expected.
Your product runs on more than Intercom
Add the vendors you depend on and get one message when any of them reports trouble. Free for 3 vendors, no card.
Amazon Web Services