Changes / Gorgias / Voice/SMS functionality degraded due to a Twilio incident
Gorgias: Major incident: Voice/SMS functionality degraded due to a Twilio incident
Summary
Gorgias reported a major Voice degradation starting 2026-09-01 17:05 UTC due to a Twilio incident, causing failed or delayed calls and inaccurate call test results for some customers. SMS, email, chat and helpdesk were unaffected. Resolved at 2026-09-01 18:00 UTC after 54 min, Voice functionality and call test results returned to normal.
Machine-written from the diff below (Sol; type: incident degradation). Check the diff before relying on it.
Major incidentLabel: degradation (model (Jev), 96%)Changed Detected Source: stspg.io (opens in new tab)
What changed
Before: not present
After: Voice/SMS functionality degraded due to a Twilio incident
Before: not present
After: major
Before: not present
After: resolved
Before: not present
After: 2026-09-01 17:05 UTC
Before: not present
After: 2026-09-01 18:00 UTC
Before: not present
After: Our upstream telephony provider Twilio is currently experiencing an incident affecting Voice services (status.twilio.com). As a result, some customers may experience degraded or failed voice call functionality in Gorgias — including failed or delayed calls and inaccurate call test results.SMS and all other Gorgias features (email, chat, helpdesk) are unaffected.Twilio's engineering team has identified the cause and is deploying a fix.
We are monitoring the situation and will update this page as soon as service is restored or we have more information. No action is required on your side.
Before: not present
After: The incident affecting our upstream telephony provider, Twilio, has been resolved. Voice call functionality in Gorgias has returned to normal, including call test results.
First version of this incident archived by Rewindex. View the live incident (opens in new tab).
History of this incident
| When (UTC) | Change | Kind |
|---|---|---|
| Major incident: Voice/SMS functionality degraded due to a Twilio incident (this change) Gorgias reported a major Voice degradation starting 2026-09-01 17:05 UTC due to a Twilio incident, causing failed or delayed calls and inaccurate call test results for some customers. SMS, email, chat and helpdesk were unaffected. Resolved at 2026-09-01 18:00 UTC after 54 min, Voice functionality and call test results returned to normal. | Major incident |