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Salesforce: Performance Degradation: Salesforce Unified Messaging

Affected components: Salesforce Unified Messaging18 instances

Timeline of updates

1. update2026-01-14 22:24 UTC

   At 18:47 UTC, on January 14, 2026, we became aware of a performance degradation impacting WhatsApp. A subset of customers may experience failures with their WhatsApp numbers or issues with inbound messages on multiple instances. We are working urgently to determine the incident trigger and resolve the issue. We’ll provide an update in 30 minutes or sooner if additional information becomes available.

2. update2026-01-14 22:57 UTC

   We are continuing to investigate an issue affecting WhatsApp messaging. A surge in message volume led to a significant increase in the message queue. Our teams are scaling down retry services to reduce queue pressure and restore normal operations. We have also engaged with our upstream platform provider to investigate potential issues with the platform. We'll provide an update in 30 minutes or sooner if additional information becomes available.

3. update2026-01-14 23:28 UTC

   We’re continuing to investigate this issue affecting WhatsApp messaging, and have multiple teams engaged to troubleshoot. We’ll provide further updates as soon as we have something new to share. We apologize for any inconvenience this issue is causing to customers.

4. update2026-01-15 00:34 UTC

   Our teams have completed scaling adjustments to retry services and configured queue management settings to reduce message backlog. We are continuing to work with our upstream platform provider to investigate whether this issue may be caused by something outside of Salesforce infrastructure. Our engineering teams are monitoring queue metrics and service health as mitigation actions take effect. We'll provide an update in 60 minutes or sooner if additional information becomes available, and apologize for any inconvenience this issue is causing for customers.

5. update2026-01-15 01:30 UTC

   We’ve made significant progress clearing the message backlog that is impacting WhatsApp messaging. We've also completed scaling adjustments to our services and increased processing capacity to accelerate queue processing. We've confirmed with our upstream platform provider that this is not an external platform issue. Initial monitoring suggests that some customers are now seeing messages processing in real time. We continue to monitor and troubleshoot this issue. We'll provide an update in 60 minutes or sooner if additional information becomes available, and apologize for any inconvenience this issue is causing for customers.

6. update2026-01-15 02:21 UTC

   Following a period of monitoring and validation with customers, we can confirm that services have been restored and WhatsApp messages are flowing as expected. This issue has been resolved as of 01:57 UTC, January 15. We apologize for any inconvenience this issue may have caused our customers.

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