Companies / Klaviyo / incidents
Klaviyo: Customer Agent Follow Up Prompts not Appearing
Klaviyo reported a major Customer Agent Web Chat outage starting 2025-12-03 19:57 UTC, lasting 38 min and resolved at 2025-12-03 20:36 UTC. Missing follow-up prompts prevented users from continuing conversations or escalating to a human agent; SMS chat was unaffected. Klaviyo identified a recent change as the cause and restored prompts by reverting it.
Machine-written from the archived incident (Sol). Check the timeline before relying on it.
Affected components: Customer AgentK:Service - Customer Agent
Timeline of updates
- investigating
We are currently investigating an issue impacting Customer Agent follow-up prompts beginning around 11:20 AM US/Eastern. Follow-up prompts are not appearing after replies from the AI Agent. This prevents end users from continuing the conversation or escalating to a human agent. We'll provide updates as more information is available.
- identified
As of 3:00 PM US/Eastern, we confirmed this issue is only impacted Web Chat. Customer Agent via SMS chat is not impacted. We have identified a recent change as the root cause and will be reverting this shortly. We continue to monitor closely and appreciate your patience throughout this incident.
- monitoring
We successfully reverted the change and have confirmed that Customer Agent Web Chat follow-up prompts are sending as expected. We will continue to monitor to ensure there is no further impact.
- resolved
Monitoring is complete, and this incident has been resolved. We appreciate your patience throughout this incident.
Rewindex changes for this incident
- Major incident: Customer Agent Follow Up Prompts not Appearing 2025-12-03 19:57 UTC
Impact, status and times are the vendor’s own, as last archived. View on stspg.io (opens in new tab). Klaviyo profile · Recent Klaviyo incidents · Markdown · JSON