Companies / Salesforce / incidents

Salesforce: Marketing Cloud Feature Disruption: Other Feature

Affected components: Other Feature29 instances

Timeline of updates

1. update2026-03-20 20:20 UTC

   At 17:30 UTC on March 20, 2026, an issue began causing end-user replies to WhatsApp messages to fail, which may also result in related workflows failing as well. We are actively working to identify the cause and are exploring multiple paths to resolution and apologize for any inconvenience this is causing users. We’ll provide an update in 30 minutes or sooner if additional information becomes available.

2. update2026-03-20 20:59 UTC

   We've identified the technical trigger of the issue impacting end-user WhatsApp replies and are performing staggered restarts across the impacted environment. We’ll provide an update in 30 minutes or sooner if additional information becomes available.

3. update2026-03-20 21:51 UTC

   We are continuing to perform staggered restarts of impacted instances. Initial review of instances that have successfully restarted are showing positive results towards recovery. We are currently pursuing multiple options to accelerate this work in order to bring all instances out of impact sooner. We’ll provide an update when significant developments occur or upon resolution.

4. update2026-03-20 23:05 UTC

   The staggered restarts have completed. After a period of monitoring we’ve confirmed that end-user replies and related workflows are now working as expected. 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.

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