Between the hours of 17:00 to 18:20 CET on 10/03/2022, the Send button for Chat conversation within Dixa was unresponsive.
The Send button for the Chat did not react to any inputs from the Agent's interface, so the agents could not respond to the customers. Note that this did not affect Dixa Messenger.
We received a total of 8 conversations referring to the event from 17 to 17:30.
The incident management process was triggered following the client's reports.
Our incident manager involved the relevant engineering teams and management at 17:09 CET.
At 17:34 CET, a fix was implemented on our support environment, successfully reestablishing the functionality. After 5 minutes, this fix reached all affected customers.
Timeline (all times are in CET):
17:00 We got the first incoming conversations reporting this.
17:09 Incident management process initiated.
17:34 Issue identified
17:39 Fix implemented.
18:09 Monitoring phase.
18:20 Event concluded.