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Salesforce: Feature Service Disruption: Agentforce, Service Cloud Voice

Impact: minorStatus: resolvedStarted Resolved (10 h)6 updatesSource: status.salesforce.com (opens in new tab)

Affected components: AgentforceService Cloud Voice99 instances

Timeline of updates

  1. update

    We are aware of an issue affecting Einstein Voice for Agentforce (AFV). As a result, customers are unable to create new voice sessions. We've identified a configuration issue and are working to deploy a fix on an expedited basis. We'll provide an update in 30 minutes or sooner if additional information becomes available.

  2. update

    We continue to investigate an issue affecting Agentforce Voice where a subset of customers may be unable to initiate new voice sessions. We've identified an issue with ‌metadata configuration and are working to deploy a fix which is expected to take several hours. We'll provide an update in 120 minutes or sooner if additional information becomes available.

  3. update

    Investigations have highlighted that the impact radius is narrower than initially understood. We will now remove any instances that have not experienced an impact, and these will no longer receive communications about this incident going forward. Impacted instances will continue to be updated. We apologize for any inconvenience caused.

  4. update

    As we have confirmed this issue to only be impacting sandbox environments, all production instances have been removed from this post. We are continuing to work on the fix for this issue and will provide an update when additional information becomes available.

  5. update

    We’ve successfully validated the fix and are preparing to deploy it to all impacted environments. We’ll provide the next update as additional information becomes available.

  6. update

    All fixes have been successfully completed. After a period of monitoring to ensure normal service levels, the issue has been declared resolved as of 23:49 UTC on May 6, 2026. We apologize for any inconvenience this may have caused your business.

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