Changes / ElevenLabs / Inbound Twilio calls experiencing intermittent connection failures

ElevenLabs: Major incident: Inbound Twilio calls experiencing intermittent connection failures

Summary

ElevenLabs reported a major degradation affecting <1% of inbound Twilio calls, preventing agent connections; outbound calls and other traffic were unaffected. The incident ran from 2026-08-18 06:00 UTC to 2026-08-18 12:43 UTC (6 h 43 min). A configuration error was rolled back; calls connected normally since ~11:00 UTC, with no customer action needed.

Machine-written from the diff below (Sol; type: incident degradation). Check the diff before relying on it.

Major incidentLabel: degradation (model (Jev), 52%)Changed Detected Source: status.elevenlabs.io

What changed

AddedTitle#1
Before: not present
After: Inbound Twilio calls experiencing intermittent connection failures
AddedImpact#2
Before: not present
After: major
AddedStatus#3
Before: not present
After: resolved
AddedStart time#4
Before: not present
After: 2026-08-18 06:00 UTC
AddedResolved time#5
Before: not present
After: 2026-08-18 12:43 UTC
AddedUpdateidentified#6
Before: not present
After: From ~07:00 UTC, a small percentage (<1%) of inbound Twilio calls failed to connect due to a configuration error on our side. Affected callers were unable to connect to an agent; outbound calls and other traffic were unaffected. The change has been rolled back and calls have been connecting normally since ~11:00 UTC. No customer action needed.
AddedUpdateresolved#7
Before: not present
After: Inbound calls are currently operational.

First version of this incident archived by Rewindex. View the live incident.

History of this incident

When (UTC)ChangeKind
Major incident: Inbound Twilio calls experiencing intermittent connection failures (this change)
ElevenLabs reported a major degradation affecting <1% of inbound Twilio calls, preventing agent connections; outbound calls and other traffic were unaffected. The incident ran from 2026-08-18 06:00 UTC to 2026-08-18 12:43 UTC (6 h 43 min). A configuration error was rolled back; calls connected normally since ~11:00 UTC, with no customer action needed.
Major incident

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