# Gorgias: Major incident: AI Agent - Too many handovers

**Summary:** Gorgias reported a major AI Agent degradation causing some conversations to be handed over due to a confirmed partial degradation of OpenAI's API. It started at 2026-05-27 14:20 UTC and was resolved at 2026-05-27 18:02 UTC, lasting 3 h 41 min. _(machine-written, sol)_
- Kind: Major incident · Label: degradation (model (Jev))
- Changed: 2026-05-27 14:20 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/rym0nshkcv6l](https://stspg.io/rym0nshkcv6l)
- [Company: Gorgias](https://rewindex.com/company/gorgias.md)
- Versions: before (none: first archived) → after incident\_version:329/j9nhgcz55ksm@b86b6c57a608
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ AI Agent - Too many handovers
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2026-05-27 14:20 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-05-27 18:02 UTC
```

**6. Added: Affected components**

```diff
+ AI Agent, Automate - AI Agent
```

**7. Added: Update** (investigating) · 2026-05-27 14:20 UTC

```diff
+ We are currently investigating this issue. It's most likely related to an outage on the OpenAI API, despite they haven't about it on their status page.
```

**8. Added: Update** (investigating) · 2026-05-27 14:25 UTC

```diff
+ We are currently investigating this issue. It's most likely related to an outage on the OpenAI API, despite they haven't communicated about it yet.
```

**9. Added: Update** (identified) · 2026-05-27 14:34 UTC

```diff
+ We've confirmed that some of the AI Agent's conversations are handed over due to a partial degradation of the OpenAI's API.
```

**10. Added: Update** (resolved) · 2026-05-27 18:02 UTC

```diff
+ This incident has been resolved.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-05-27 14:20 UTC | Major incident: AI Agent - Too many handovers (this change) | degradation |

All Gorgias changes: [timeline](https://rewindex.com/company/gorgias/changes.md)
_Diff excerpts are shown on normalized text: dates, counters and tokens appear as ‹date›, ‹count›, ‹tok›; noise-only edits are hidden. Rewindex shows the changed passages, not a copy of the page._


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Canonical: https://rewindex.com/change/i305c04f5e81268 · Markdown: https://rewindex.com/change/i305c04f5e81268.md · JSON: https://rewindex.com/api/v1/changes/i305c04f5e81268 · Generated 2026-10-18T03:33:58.469Z