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Iterable: Embedded Messaging Send Skips are Impacting Customers

Impact: minorStatus: resolvedStarted Resolved (4.9 h)7 updatesSource: stspg.io (opens in new tab)

Affected components: Cluster 130 - SMS SendsSMS SendsGlobal Campaign Sends

Timeline of updates

  1. investigating

    We are currently investigating an increase in embedded Messaging skips, which appears to be impacting most customers. Other sends globally are not impacted. Our team is actively working to identify the root cause of this issue. Next Update: We will provide our next update by 2:00 PM PDT.

  2. investigating

    We are continuing to investigate this issue.

  3. identified

    The issue with embedded messages incorrectly being send skipped has been identified and the team is actively working to remediate it. We have confirmed that the impact is only to embedded messages triggered by Journeys. The aforementioned remediation should be completed shortly and we will continue to monitor that no further send skip issues occur once complete. Next update: We will provide our next update at 3:00 PM PDT.

  4. identified

    The send skip behavior for journey triggered embedded messages has been resolved. The team is still working on validating that the remediation has restored full functionality. Next update: We will provide our next update at 4:00 PM PDT.

  5. identified

    During the validation of the remediation, the team identified that another fix was necessary to fully restore the functionality of journey triggered embedded messages. They are working on testing and releasing the fix. Next update: We will provide our next update at 6:00 PM PDT.

  6. identified

    The additional fix has been tested successfully and deployment is in progress. This process will take another 15-30 minutes to rollout to all customers. This will fully restore functionality for journey triggered embedded messaging, which were the only sends impacted. Next up: Our next update will be at or before 7:00 PM PDT.

  7. resolved

    This incident has been resolved and functionality has been fully restored for journey triggered embedded messaging sends. If more information is needed, please reach out to support@iterable.com. This will be the final update.

Impact, status and times are the vendor’s own, as last archived. View on stspg.io (opens in new tab). Iterable profile · Recent Iterable incidents · Markdown · JSON