# 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, sol)_
- Kind: Major incident · Label: degradation (model (Jev))
- Changed: 2026-09-01 17:05 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/v8myxn4kt7sg](https://stspg.io/v8myxn4kt7sg)
- [Company: Gorgias](https://rewindex.com/company/gorgias.md)
- Versions: before (none: first archived) → after incident\_version:329/fhnr6s53bb86@f69ce258bac3
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Voice/SMS functionality degraded due to a Twilio incident
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2026-09-01 17:05 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-09-01 18:00 UTC
```

**6. Added: Update** (monitoring) · 2026-09-01 17:05 UTC

```diff
+ 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.
```

**7. Added: Update** (resolved) · 2026-09-01 18:00 UTC

```diff
+ The incident affecting our upstream telephony provider, Twilio, has been resolved. Voice call functionality in Gorgias has returned to normal, including call test results.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-09-01 17:05 UTC | Major incident: Voice/SMS functionality degraded due to a Twilio incident (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/ia5882e253bc75e · Markdown: https://rewindex.com/change/ia5882e253bc75e.md · JSON: https://rewindex.com/api/v1/changes/ia5882e253bc75e · Generated 2026-10-18T02:31:39.413Z