Resolved -
We are glad to confirm that the service disruption impacting Twilio and AWS is now fully resolved.
Sending and receiving SMS notifications, outbound and inbound voice calls, AI Voice, and driver–dispatcher messaging were unavailable or unreliable across all regions for several hours. The incident occurred from approximately 1 AM PDT to 5:55 AM PDT.
We are continuing to monitor performance closely to ensure full stability. Thank you for your patience throughout this incident.
Oct 20, 05:55 PDT
Update -
The Twilio incident remains in a state of partial recovery. We’re seeing some improvements in the number of notification-related errors within our system, but error levels are still elevated.
We’ll continue monitoring closely and share further updates as recovery progresses.
Oct 20, 05:36 PDT
Update -
We’re still seeing elevated failures in our logs, primarily due to intermittent authentication and communication errors with the Twilio API (e.g., 401/20003 responses, timeouts, and occasional 404s).
We’re continuing to monitor the situation closely as services stabilize.
Oct 20, 04:48 PDT
Monitoring -
No new developments yet. We’re continuing to monitor the AWS, Twilio, and Intercom incident and will provide another update once more information becomes available.
Oct 20, 04:46 PDT
Update -
No new developments yet. We’re continuing to monitor the AWS, Twilio, and Intercom incident and will provide another update once more information becomes available.
Oct 20, 04:07 PDT
Update -
No new developments yet. We’re continuing to monitor the AWS, Twilio, and Intercom incident and will provide another update once more information becomes available.
Oct 20, 04:01 PDT
Update -
No new developments yet. We’re continuing to monitor the AWS, Twilio, and Intercom incident and will provide another update once more information becomes available.
Oct 20, 03:46 PDT
Identified -
No new developments yet. We’re continuing to monitor the AWS, Twilio, and Intercom incident and will provide another update once more information becomes available.
Oct 20, 03:31 PDT
Monitoring -
No new developments yet. We’re continuing to monitor the AWS, Twilio, and Intercom incident and will provide another update once more information becomes available.
Oct 20, 03:18 PDT
Update -
We’re seeing strong signs of recovery. Most Twilio-related functionality within the platform is now operating as expected. However, Duty Dispatch Communications is still experiencing intermittent errors.
Our team is continuing to monitor the situation and will provide further updates as we confirm full recovery.
Oct 20, 03:17 PDT
Update -
No new developments yet. We’re continuing to monitor the AWS, Twilio, and Intercom incident and will provide another update once more information becomes available.
Oct 20, 02:57 PDT
Update -
No new developments yet. We’re continuing to monitor the AWS, Twilio, and Intercom incident and will provide another update once more information becomes available.
Oct 20, 02:56 PDT
Update -
We’re currently monitoring the ongoing incident affecting AWS, Twilio, and Intercom. These third-party outages are impacting parts of our communication services. Our team is actively following their recovery progress and will continue to provide updates as more information becomes available.
Oct 20, 02:43 PDT
Identified -
We’re currently experiencing an outage impacting communications on the platform. Twilio, our provider for SMS and voice services, is reporting issues related to a broader AWS outage. As a result, notification delivery and voice calling features are affected. In addition, Intercom, our support ticketing and communication tool, is also experiencing downtime.
Impact:
Customers may experience failures or delays when sending or receiving SMS notifications, placing or receiving voice calls, or using AI Voice and driver–dispatcher messaging.
Support responses through Intercom may also be delayed or unavailable while the outage persists.
These issues are occurring across all regions.
Root cause:
A widespread AWS outage has disrupted Twilio’s services, which our platform relies on for messaging and calling functionality. The same AWS incident has also impacted Intercom’s infrastructure, resulting in degraded support availability.
Next steps:
Our team is actively monitoring updates from AWS, Twilio, and Intercom while reviewing our own logs to confirm platform stability. We’ll continue to provide updates as new information becomes available.
Start time: Approximately 1:00 AM PDT, Monday, October 20
Latest status from Twilio can be found here: https://status.twilio.com/
Oct 20, 02:33 PDT