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Salesforce: Feature Perf Degradation: Agentforce, Einstein Bots

Impact: minorStatus: resolvedStarted Resolved (6.0 h)3 updatesSource: status.salesforce.com (opens in new tab)

Affected components: AgentforceEinstein Bots203 instances

Timeline of updates

  1. update

    We are aware of an issue impacting Einstein Bots. This is resulting in the bots timing out and not joining conversations. The issue impacts production environments. We have identified a recent deployment that may be the cause of the issue, and are currently working to roll back the change. Previously, it was mentioned that the start time of the issue was 07:00 UTC. This has been revised to 05:47 UTC following further analysis. This trust messaging has been updated to reflect this change, and we apologize for any confusion caused. We will share the next update within 30 minutes or sooner as more information becomes available.

  2. update

    The issue where Einstein Bots were timing out and not joining conversations has been resolved as of 11:47 UTC. A rollback of the problematic change was done, starting with a test region. This proved successful, and the rollback was then deployed across all impacted production instances. Following the completion of the rollback, we validated that customers are no longer impacted. During our analysis, it was determined that additional instances were also impacted, and they have been included in this Trust messaging. We apologize for how you and your business may have been affected by this incident. We will thoroughly investigate the incident, confirming the technical trigger, the underlying cause, and preventive action to avoid a repeat in the future.

  3. update

    As a result of our post-incident investigation, we've confirmed that the incident's impact extended to the Agentforce service. Customers may have experienced timeouts using Agentforce in addition to Einstein Bots. We have updated our communication to reflect this broader scope.

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