Voice agent rerouting to live human agents due to elevated latency

Incident

Report for Assembled

Resolved

We've returned to normal levels of latency and error rates across all services.

Posted 2 days ago. Jul 15, 2026 - 17:24 UTC

Update

We've returned to normal levels of latency and error rates across all services.

Posted 2 days ago. Jul 15, 2026 - 17:24 UTC

Update

We are seeing improvement in latency across all services so as a result, we have turned our voice agent back on. It is not accepting calls. We are continuing to monitor for stability.

Posted 2 days ago. Jul 15, 2026 - 17:18 UTC

Update

We're still seeing unexpected load on our database, causing elevated latency and error rates. The team is continuing to investigate.

Posted 3 days ago. Jul 15, 2026 - 09:26 UTC

Update

Our original fix did not have the intended effect. We've merged another fix and are again monitoring results to see if latency across all services recovers.

Posted 3 days ago. Jul 15, 2026 - 06:23 UTC

Monitoring

We've identified the root cause and merged a potential fix. We are monitoring for improvement.

Posted 3 days ago. Jul 15, 2026 - 03:00 UTC

Update

We have discovered that the elevated voice latency is due to increased latency from our database, which affects our web application and APIS.

Posted 3 days ago. Jul 15, 2026 - 01:07 UTC

Investigating

We are investigating elevated latency with our voice agent so while this occurs we are re routing calls to live agents.

Posted 3 days ago. Jul 15, 2026 - 00:40 UTC

This incident affected: Application, API, and Voice.