Degraded performance - AI voice transcriptions and delayed webhook events

Incident Report for Dixa

Postmortem

Degraded performance - AI Voice Transcription and webhooks

Summary

On 22 December 2025, Dixa experienced an issue with the AI Voice Transcription feature. Transcriptions were not being generated for phone calls. Once the issue was resolved, a temporary period of degraded performance on Webhooks occurred as the system processed a backlog of pending transcriptions.

Root cause

Following a scheduled release, a component responsible for processing voice transcription requests stopped functioning correctly. When the issue was resolved, the system began processing all pending transcription requests. The high volume of these requests temporarily affected Webhook delivery times, causing delays in notifications to third-party integrations.

Timeline

Monday 22 December at 11:30 CET: Issue reported and investigation started.

Monday 22 December at 12:00 CET: The issue was identified and a fix was deployed. AI Voice Transcription began processing again.

Monday 22 December at 12:26 CET: Degraded Webhook performance identified, affecting some third-party integrations, including chatbots.

Monday 22 December at 12:54 CET: AI Voice Transcription fully restored.

Monday 22 December at 14:35 CET: All services fully recovered. Incident closed.

Preventive measures

Dixa will implement the following measures to prevent similar issues in the future:

Enhanced monitoring for the AI voice transcription feature.
Improved handling of backlog processing to minimise impact on dependent services.

We sincerely apologise for the inconvenience this has caused.

Posted Jan 13, 2026 - 12:48 CET

Resolved

This incident has been resolved. We will publish postmortem within five business days. We are truly sorry for the inconvenience.

Posted Dec 22, 2025 - 14:41 CET

Monitoring

All issues related to this incident have been fixed. Webhooks events are being processed as expected. We will monitor the situation before we move the status to Resolved.

Posted Dec 22, 2025 - 13:59 CET

Update

We are still experiencing delays in some webhook events, we will update the status page once this issue is resolved. We truly apologise for the inconvenience.

Posted Dec 22, 2025 - 13:47 CET

Update

The issue with AI Voice transcripts is now fully resolved. All missing transcripts were now created and the new ones are created as expected. We are still working on an issue with delays of some webhook events.

Posted Dec 22, 2025 - 12:54 CET

Update

We are still working on a full resolution to this issue. Additionally, we currently experience a slight delay in certain webhooks events which will fully caught up once the issue is resolved.

Posted Dec 22, 2025 - 12:26 CET

Identified

We have identified the root cause of the issue and are working actively on implementing the fix. We will keep updating status page with the progress.

Posted Dec 22, 2025 - 12:00 CET

Update

We are continuing to investigate this issue.

Posted Dec 22, 2025 - 11:33 CET

Investigating

We have received reports of instability in the platform. We are investigating the issue. Updates will follow

Posted Dec 22, 2025 - 11:30 CET

This incident affected: Integrations (Outbound Webhooks) and AI Features (Voice transcripts).