# Klaviyo: Customer Agent Follow Up Prompts not Appearing

- Impact (vendor’s label): major
- Status: resolved
- Started: 2025-12-03 19:57 UTC · Resolved: 2025-12-03 20:36 UTC · Duration: 39 min
- Updates: 4 · Affected components: Customer Agent, K:Service - Customer Agent
- [Vendor status page: https://stspg.io/f150f3tzb74c](https://stspg.io/f150f3tzb74c)
- [Company: Klaviyo](https://rewindex.com/company/klaviyo.md)

## Summary

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, sol)_
## Timeline of updates

- **investigating** 2025-12-03 19:57 UTC: 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** 2025-12-03 20:08 UTC: 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** 2025-12-03 20:21 UTC: 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** 2025-12-03 20:36 UTC: Monitoring is complete, and this incident has been resolved. We appreciate your patience throughout this incident.

## Rewindex changes for this incident

- 2025-12-03 19:57 UTC: [Major incident: Customer Agent Follow Up Prompts not Appearing](https://rewindex.com/change/ie693771861f4d5.md)


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Canonical: https://rewindex.com/company/klaviyo/incidents/2n6xvpbvr7zs · Markdown: https://rewindex.com/company/klaviyo/incidents/2n6xvpbvr7zs.md · JSON: https://rewindex.com/api/v1/companies/klaviyo/incidents/2n6xvpbvr7zs · Generated 2026-10-18T09:46:27.339Z