# Gorgias: Voice/SMS functionality degraded due to a Twilio incident

- Impact (vendor’s label): major
- Status: resolved
- Started: 2026-09-01 17:05 UTC · Resolved: 2026-09-01 18:00 UTC · Duration: 55 min
- Updates: 2
- [Vendor status page: https://stspg.io/v8myxn4kt7sg](https://stspg.io/v8myxn4kt7sg)
- [Company: Gorgias](https://rewindex.com/company/gorgias.md)

## 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)_
## Timeline of updates

- **monitoring** 2026-09-01 17:05 UTC: 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.
- **resolved** 2026-09-01 18:00 UTC: The incident affecting our upstream telephony provider, Twilio, has been resolved. Voice call functionality in Gorgias has returned to normal, including call test results.

## Rewindex changes for this incident

- 2026-09-01 17:05 UTC: [Major incident: Voice/SMS functionality degraded due to a Twilio incident](https://rewindex.com/change/ia5882e253bc75e.md)


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Canonical: https://rewindex.com/company/gorgias/incidents/fhnr6s53bb86 · Markdown: https://rewindex.com/company/gorgias/incidents/fhnr6s53bb86.md · JSON: https://rewindex.com/api/v1/companies/gorgias/incidents/fhnr6s53bb86 · Generated 2026-10-18T11:45:04.344Z