Customer Impact

Between January 5, 2026, 22:05 UTC and January 14, 2026, 01:30 UTC, some customers experienced an inability to access Conversational Agents through the Agent Instance Management portal across all regions.

When attempting to interact with Conversational Agents, users encountered 404 errors, preventing them from loading or using their agents. Once the issue was resolved, service performance returned to normal levels with no further disruptions observed.

Root Cause

The incident stemmed from a version mismatch between interdependent services. Specifically:

• The Agent Instance Management service was updated with a new version of the Conversational Agents SDK
• The corresponding update to the Conversational Agents service was delayed
• This timing discrepancy resulted in the SDK attempting to access routing endpoints that were not yet available in the deployed version of the Conversational Agents service

The incompatibility between these service versions manifested as 404 errors when customers attempted to access their Conversational Agents.

Detection

The issue was initially identified through routine service verification procedures. Our monitoring systems did not have specific alerts configured to detect 404 errors in this context, representing a gap in our monitoring coverage that will be addressed.

Response

Upon detection, our teams took actions to initiate deployments to synchronize the Conversational Agents service with the updated SDK requirements across all regions.

Service functionality was progressively restored as each region received the updated deployment.

Follow-Up

To prevent similar incidents in the future, we are implementing several improvements:

• Enhanced change management coordination to ensure synchronized deployments of interdependent services
• Expanded monitoring capabilities to proactively detect version mismatches between dependent services before they impact customers

These measures will help us maintain service continuity and minimize the potential for similar disruptions in the future.