Battleground Live - Messaging Service Whatsapp Geo Match Degraded – Incident details

All systems operational

Messaging Service Whatsapp Geo Match Degraded

Resolved
Degraded performance
Started about 1 month agoLasted about 6 hours

Affected

Third-Party Providers

Operational from 6:16 PM to 6:41 PM, Degraded performance from 6:41 PM to 9:03 PM, Operational from 9:03 PM to 11:47 PM

Twilio (SMS provider)

Operational from 6:16 PM to 6:41 PM, Degraded performance from 6:41 PM to 9:03 PM, Operational from 9:03 PM to 11:47 PM

Updates
  • Resolved
    UTC
    Resolved

    WhatsApp senders are being properly selected to match the desired destinations and it is operating normally at this time.

  • Monitoring
    UTC
    Monitoring

    We are observing recovery in WhatsApp senders not being properly selected to match the desired destinations. We will continue monitoring the service to ensure a full recovery. We will provide another update in 30 minutes or as soon as more information becomes available.

  • Update
    UTC
    Update

    Some WhatsApp senders might not be properly selected to match the desired destinations. Engineering teams have identified the cause and are working to deploy a fix. We will provide another update in 2 hours or as soon as we have more details.

  • Identified
    UTC
    Identified

    Some WhatsApp senders might not be properly selected to match the desired destinations. Engineering teams have identified the cause and are working to deploy a fix. We will provide another update in 1 hour.

  • Investigating
    UTC
    Investigating

    Messaging Service WhatsApp channel sender selection resolves the destination region to the US default for 100% of sends. Messaging Services will always select a US Whatsapp Sender if available or default to any Whatsapp Sender in the Sender Pool. Additionally, all Whatsapp Senders added to a Messaging Service in the past 2 weeks are missing a valid region. We expect to provide another update in 2 hours or as soon as more information becomes available.