Vendor reports: degradedResolved · vendor status “postmortem”Official status API

AI Agent messages via WhatsApp and SMS are delayed - Prod 1 and 2

Reported by Kustomer · Customer Support · source last read 3 min ago

Official source (opens in a new tab)
Vendor start
Sep 5, 2025, 22:31 UTC
Vendor's clock
Resolved
Sep 6, 2025, 03:05 UTC
Vendor's clock
First seen by Statuswall
Before tracking began
Statuswall's clock
Duration
4 h 34 min
From vendor start and resolution

Summary

Built from the facts below, no AI

Potential impact, not a confirmed outage of your systems.

What the vendor confirmed

  • Kustomer reports degraded: "AI Agent messages via WhatsApp and SMS are delayed - Prod 1 and 2".[E1, E2]
  • The vendor marked it resolved at 2025-09-06 03:05 UTC.[E3, E7]

Affected products and regions

  • Components: Channel - SMS, Channel - WhatsApp.[E6]

What is unknown

  • Which regions are affected: the vendor did not say.[E5]
  • Whether your own systems are affected: a vendor report cannot tell you; check your monitoring.

Last update in these facts: 2025-09-06 03:05 UTC · summary s1, evidence 85c8b61fbebd9f13

Evidence (7)
  1. E1Kustomer reports degraded. (vendor) source (opens in a new tab)
  2. E2Vendor title: "AI Agent messages via WhatsApp and SMS are delayed - Prod 1 and 2". (vendor) source (opens in a new tab)
  3. E3Vendor status word: "postmortem". (vendor) source (opens in a new tab)
  4. E4Vendor-reported start: 2025-09-05 22:31 UTC. (vendor) source (opens in a new tab)
  5. E5The vendor did not state which regions are affected. (Statuswall)
  6. E6Components the vendor attached: Channel - SMS, Channel - WhatsApp. (vendor) source (opens in a new tab)
  7. E7Vendor-reported resolution: 2025-09-06 03:05 UTC. (vendor) source (opens in a new tab)

Affected scope

Not stated by the vendor

Components: Channel - SMS, Channel - WhatsApp

No region Statuswall recognises is stated for this incident (place names and provider-specific codes are not converted). It is not assumed to be global.

Potential relevance

Kustomer is not in your stack. Follow it to see whether reports like this fall inside the regions you use.

Timeline

Vendor times come from the vendor. “Seen by Statuswall” times are when Statuswall noticed a change, which can lag the vendor by a few minutes. Statuswall does not store the vendor's update text; read it on the official page.

  1. Sep 5, 2025, 22:31 UTCVendor-reported startVendor time
  2. Sep 6, 2025, 03:05 UTCVendor-reported resolutionVendor time

No changes observed yet. Statuswall began recording changes on incidents in November 2026.