360dialog - Notice history

All systems operational

360dialog Infrastructure
Operational

360dialog WhatsApp Business API - Operational

WhatsApp Business API Number Setup - Operational

360dialog Client Hub - Operational

360dialog Partner Hub - Operational

Partner API - Operational

Partner Webhooks - Operational

Marketing Automation - Operational

360dialog Payments System - Operational

360dialog Sandbox - Operational

Meta Infrastructure

Operational

WhatsApp On-Premise API (Message Delivery) - Operational

WhatsApp Cloud API (Message Delivery) - Operational

WhatsApp Business Account Management (Meta Business Manager) - Operational

Embedded Signup - Operational

Notice history

Jun 2024

Webhook events not arriving for On-prem numbers
  • Resolved
    Update
    The webhook functionality for On-Premise configurations has been fully restored.
  • Resolved
    Resolved

    Post-Mortem Incident Summary

    Date and Time of Incident:
    ● Start: 27/06/2024, 11:15 UTC
    ● End: 27/06/2024, 15:30 UTC

    Description of Incident:
    360dialog experienced problems delivering and receiving messages to and from Meta servers. This was due to an outage in the callbacker component handling the messaging webhooks for On-Premise WhatsApp Business API numbers. The outage occurred during a maintenance procedure.

    After the cause of the problem was identified, the callbacker component was migrated to an environment with additional resources to ensure messaging continuity.

    General Remarks:

    The On-premise WABA solution is complex and presents numerous challenges in terms of management, and maintenance. A thorough investigation that includes Meta's involvement is necessary to uncover the underlying issues accurately for an in-depth RCA analysis.

    Given this context, 360dialog strongly recommends migrating all accounts to the Cloud API. The Cloud API offers several advantages, including improved reliability and easier scalability. Transitioning to the Cloud API ensures that your operations remain smooth and well-supported, while also aligning with the latest technological advancements and best practices in the industry.

    Robert Konopka,

    360dialog GmbH

  • Investigating
    Investigating
    We are aware of an issue that is impacting webhook events delivering to On-prem numbers. Our engineering team is currently investigating it. We do not currently have a resolution ETA but we'll update again as soon as possible.
  • Monitoring
    Monitoring
    The majority of functionality has been restored to normal. Webhook events have started arriving at the callback URL's.
Meta incident reported - WhatsApp Business Account Management
  • Resolved
    Resolved

    The issue is now resolved.

  • Monitoring
    Monitoring

    META has updated the fix for the major disruption impacting messaging templates on WhatsApp Business Management API has been deployed and this issue is now resolved as of June 27 11:00 UTC. We will continue to monitor its performance in the meantime.

    Thank you for your patience.

  • Identified
    Identified

    Meta's engineering teams have identified the root cause of the disruption impacting messaging templates on WhatsApp Business Management APIs. They are currently deploying the fix.
    Please refer to Meta Status Page for updates: https://metastatus.com/whatsapp-business-api

  • Investigating
    Investigating

    Meta have reported an issue that is causing disruptions to messaging templates on WhatsApp Business Management APIs. We are monitoring the situation closely and waiting on Meta.

    Please refer to [Meta Status Page] https://metastatus.com/whatsapp-business-api and subscribe for updates.

Some disruptions to Cloud API messaging
  • Resolved
    Resolved

    After thorough monitoring, we can confirm that Meta's implemented fix has successfully resolved the issue. No further cases have been reported.

  • Monitoring
    Monitoring

    Meta has identified the root cause of the issue where phone numbers fail to wake up from a sleep state after receiving an incoming message.

    They've implemented backend changes to address the problem.

    We're closely monitoring the situation alongside Meta to ensure the fix is effective.

  • Investigating
    Investigating

    We are receiving reports from customers about an issue impacting Cloud API numbers, particularly the messaging service, causing a single tick or delay in message delivery.

    While we have not yet identified the root cause, our engineering team is actively investigating it in collaboration with Meta's engineering team. We will provide another update as soon as additional information is available.

May 2024

Profile Picture update issue
  • Resolved
    Resolved

    The engineering team has deployed the fix, and the issue is now fully resolved.

  • Identified
    Identified
    We are currently aware of an issue affecting our 360dialog Partner and Client Hub, which is preventing users from updating their profile pictures. Our team is actively investigating the root cause of this problem and working diligently to resolve it as quickly as possible.
Issue affecting Client onboarding
  • Resolved
    Resolved

    The issue has been resolved

Apr 2024

Some disruptions to the 360dialog Client Hub when Onboarding direct paid accounts
  • Resolved
    Resolved
    The issue has been fully resolved.
  • Monitoring
    Monitoring
    The issue has been successfully mitigated, and are currently monitoring it to ensure there are no further occurrences.
  • Investigating
    Investigating
    We are aware of an issue that is impacting the Onboarding of new direct paid accounts. Our engineering team is currently investigating. Updates will be posted here as soon as they are available.
Major disruptions to Cloud API messaging
  • Resolved
    Resolved

    Meta has released a fixed for the issue that is impacting message delivery on Cloud API:
    https://metastatus.com/whatsapp-business-api

    The fix for the major disruption impacting message delivery on Cloud API has been deployed and this issue is now mitigated as of April 11th 4:30AM GMT. Thank you for your patience.

  • Investigating
    Investigating
    Meta is Investigating an issue that is impacting message delivery on Cloud API: https://metastatus.com/whatsapp-business-api We are currently waiting on the META engineering team to provide more updates.
Wrong payload error while Intergrated Onboarding
  • Resolved
    Resolved

    The engineering team confirmed that the issue has been fully resolved and the integrated onboarding working as expected.

  • Investigating
    Investigating

    We are receiving reports that the Integrated Onboarding process is returning the "Wrong payload" error.

    Our engineers are working on the fix.

    UPD. While the issue is being fixed, please use the Number Onboarding from our Client Hub directly:
    https://docs.360dialog.com/docs/client-hub/numbers#add-a-number

Some disruptions to Cloud and On-Premise API messaging
  • Resolved
    Resolved

    The issue is now resolved.


  • Monitoring
    Monitoring

    META has updated the incident and now the issue is resolved for Cloud API, we will monitor its performance in the meantime.

    The disruption remains for On-premise integrations and we are still expecting more details from the META engineering team: https://metastatus.com/whatsapp-business-api

  • Identified
    Identified

    Meta has identified an issue that is currently disrupting messaging for Cloud and On-Premise numbers: https://metastatus.com/whatsapp-business-api

    We are currently waiting on the META engineering team to provide more updates

Apr 2024 to Jun 2024

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