Genesys Cloud System Status

Normal Operations

Degraded Operations

Partial Outage

Outage

Under Maintenance

Service

Genesys Cloud Platform Availability*

	Americas (Sao Paulo)	Americas (US East)	Americas (US West)	Americas (Canada)	FedRAMP	Asia Pacific (Mumbai)	Asia Pacific (Sydney)	Asia Pacific (Tokyo)	Asia Pacific (Seoul)	Asia Pacific (Osaka)	EMEA (Dublin)	EMEA (Frankfurt)	EMEA (London)	EMEA (Zurich)	EMEA (UAE)
July	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%
June	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%
May	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%
April	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%
March	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%
February	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%
January	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%
December	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%
November	100%	99.89%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%
October	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%
September	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%
August	99.97%	99.98%	99.97%	99.98%	99.98%	99.99%	99.99%	99.99%	99.99%	99.99%	99.98%	99.98%	99.98%	99.97%	99.99%
July	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%
June	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%
May	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%
April	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%
March	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%
February	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	99.97%	100%	100%	100%
January	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%

* Platform availability may not reflect customer availability

Inbound/Outbound Messaging - Facebook/WhatsApp

Incident Report for Genesys Cloud

Resolved

The vendor has resolved the issue.
Incident resolved.

Posted 7 months ago. Jan 19, 2025 - 13:42 EST

Monitoring

The vendor has isolated root cause and implemented mitigation steps to resolve. Customers should begin to see improvement.

Posted 7 months ago. Jan 19, 2025 - 13:16 EST

Identified

Genesys Cloud engineers remain engaged with the third-party vendor as the vendor continues to investigate root cause of the messaging issue within their platform. Next update 14:00 Eastern or sooner as information becomes available.

Posted 7 months ago. Jan 19, 2025 - 12:00 EST

Update

Issue has been escalated with the vendor. Vendor continues to investigate with the help of Genesys Cloud engineers. Next update 12:00 Eastern or sooner as information becomes available.

Posted 7 months ago. Jan 19, 2025 - 10:57 EST

Investigating

Teams are engaged with the vendor to isolate a third-party incident impacting inbound and outbound messaging on Facebook and WhatsApp. Customers may see errors such as “Message not allowed - account has been locked." Customers may need to contact Meta as Genesys does not manage customer accounts. Next update 11:00 Eastern or sooner as information becomes available.

Posted 7 months ago. Jan 19, 2025 - 10:25 EST

This incident affected: Chat (Americas (Sao Paulo), Americas (US East), Americas (US West), Americas (Canada), Asia Pacific (Mumbai), Asia Pacific (Sydney), Asia Pacific (Tokyo), Asia Pacific (Seoul), EMEA (Dublin), EMEA (Frankfurt), EMEA (London), FedRAMP, EMEA (Zurich), EMEA (UAE), Asia Pacific (Osaka)).