Is Plain down?

Status: Investigating We're aware that reporting charts and metrics are showing incomplete data for activity since yesterday, October 29, around 13:30 CET. No messages or threads have been lost. Only the reporting views are behind. We're investigating and will post an update as soon as data is refreshing again. Affected components app.plain.com (Degraded performance)

Status: Identified We've identified the cause: the job that refreshes reporting data has been failing since yesterday, October 29, around 14:00 CET. No messages or threads have been lost, and only the reporting views are behind. The team is working on a fix, and once it's in, reporting will catch up within about an hour. Affected components app.plain.com (Degraded performance)

Status: Monitoring We've put a fix in place and the reporting data refresh is running again. Reporting views are catching up now, and we expect them to be fully up to date by around 11:30 UTC. No messages or threads have been lost. We'll post another update once reporting is current. Affected components app.plain.com (Degraded performance)

Status: Resolved Reporting data is fully caught up. The refresh finished at 11:08 UTC, and charts and metrics now include all activity since October 29, 12:30 UTC. No messages or threads were lost. Reporting is back on its normal hourly refresh. Affected components app.plain.com (Operational)

Status: Monitoring Between 14:57 and 15:04 UTC, some requests to Plain failed or were slower than usual. During this time, parts of the Plain app, the API and customer help centers may have shown errors. Some incoming Slack messages and notifications were also processed with a delay of a few minutes. Affected components Help Center API (Degraded performance) GraphQL (WebSocket) (Degraded performance) app.plain.com (Degraded performance) GraphQL (HTTP) (Degraded performance) Chat API (Degraded performance) MCP (Degraded performance)

Status: Resolved Between 14:57 and 15:04 UTC, some requests to the Plain app and API failed or were slow. On average, about 21% of requests failed, and the rate peaked at around 39% between 14:58 and 15:00 UTC. The issue is now resolved, and no data was lost. What was affected: • Plain app, GraphQL API and MCP: There were errors and delays for the whole window. • Chat widget: There were errors from 14:57 to 15:00 UTC. • Help Center: There were errors until 15:02 UTC. • Background processing: This was delayed but has fully caught up, and nothing was lost. • Webhook events were delayed by up to about 16 minutes and caught up by 15:15 UTC. • Search indexing was delayed by up to about 18 minutes and caught up by 15:19 UTC. • SLA processing was delayed by about 11 minutes. • Inbound Slack messages were delayed by about 8.5 minutes. • Notifications, workflows and inbound email were delayed by 3–4 minutes. We're sorry for the disruption. We'll share a follow-up once we've finished reviewing what happened. Affected components GraphQL (HTTP) (Operational) Chat API (Operational) MCP (Operational) Help Center API (Operational) Slack (Operational) GraphQL (WebSocket) (Operational) app.plain.com (Operational)

Status: Identified We’re seeing failures across AI-powered features in Plain, including AI agents, AI-powered workflows, thread triage and thread fields. We’ve identified the cause and are working on a fix. Sending and receiving messages is not affected. We’ll share another update within 30 minutes, or sooner once this is resolved. Affected components Ari (Degraded performance) Sidekick (Degraded performance)

Status: Monitoring A fix has been applied and AI features are recovering. We’re monitoring closely and will share another update once we’ve confirmed everything is back to normal. Affected components Sidekick (Degraded performance) Ari (Degraded performance)

Status: Monitoring AI features are working normally again. We’re now processing actions that were delayed during the incident, so you may see some AI replies, workflow actions or thread field updates arrive later than usual. Nothing has been lost. We’ll confirm once everything has fully caught up. Affected components Sidekick (Degraded performance) Ari (Degraded performance) Slack (Degraded performance)

Status: Resolved This incident is resolved. Between 9:51am and 10:20am PT, AI features in Plain (including Ari, Sidekick, AI workflows and thread fields) were unavailable or delayed, and some incoming Slack messages were delayed. This was caused by an issue with one of our third-party AI providers, which has been fixed. Any actions delayed during this window have been or are being processed automatically, with no action needed on your side. Sorry for the disruption. Affected components Sidekick (Operational) Ari (Operational) Slack (Operational)

Status: Identified We've identified an issue where Plain search isn't showing threads and messages created or updated since about 11:42 UTC. Conversations from before then still show up in search as normal, though search may be a little slower than usual. Nothing else is affected: new threads still arrive, and you can view, reply to, assign and update them as normal. Your views, filters and integrations work as usual. No data has been lost. Once the fix is in place, recent conversations will be added to search automatically. Affected components app.plain.com (Degraded performance)

Status: Monitoring We've found and fixed the cause of the issue, and search indexing is running again. Threads and messages created or updated over roughly the last hour are being added back to search now, and we've sped up processing to clear the backlog faster. Until it's fully caught up, a few of the most recent conversations may still be missing from search results. Nothing else was affected at any point: threads kept arriving and you could view, reply to and update them as normal. No data was lost. We're monitoring closely and will post again once search is fully up to date. Affected components app.plain.com (Degraded performance)

Status: Resolved This issue is now resolved and search is fully up to date. All threads and messages created or updated during the incident have been indexed and show up in search results as normal. Nothing else was affected at any point: threads kept arriving and you could view, reply to and update them as usual, and no data was lost. Sorry for the disruption, and thanks for your patience. Affected components app.plain.com (Operational)

Status: Investigating We are investigating an issue where some thread events are being processed late. Affected threads may not update as expected, for example a thread may not be assigned or reopened, or an SLA timer may not stop when a reply is sent. Messages are still being received. We are working to identify the cause and will share an update as soon as we have more information.

Status: Investigating We're continuing to investigate delayed processing of some thread events. Affected threads may not update as expected. For example, a thread may not be assigned or reopened, an SLA timer may not stop when a reply is sent, or a snoozed thread may not move back to needing a response when a customer replies. Messages are still being received. We've found the part of our system that's blocked and are carefully working on a recovery, so that catching up doesn't trigger a burst of delayed actions. We'll share another update as soon as we have more information. Affected components app.plain.com (Partial outage) Webhooks (Partial outage)

Status: Identified We've identified the cause. A single malformed record was blocking one of the queues we use to process thread events, which affects a small share of thread events (around 2%) across workspaces. Messages are still being received as normal. We're preparing to clear the backlog shortly, and when we do you may see a short burst of catch-up activity. We'll post another update once the backlog has been processed. Affected components app.plain.com (Degraded performance) Webhooks (Degraded performance)

Status: Monitoring We've deployed a fix, and delayed thread events are now being processed. Affected threads are catching up, so you may still see some catch-up activity for a short while. Messages were received as normal throughout. We're monitoring closely and will post another update once everything has fully caught up. Affected components app.plain.com (Degraded performance) Webhooks (Degraded performance)

Status: Resolved This issue is resolved. From 08:09 UTC on 13 October, a single malformed record blocked one of the queues we use to process thread events, which delayed a small share of thread updates across workspaces. Messages were received as normal throughout. We've deployed a fix and processed the delayed events, and everything is back to normal. If a thread still looks out of place, please get in touch and we'll take a look. Affected components app.plain.com (Operational) Webhooks (Operational)