This incident has been resolved. We applied a fix at 13:39 CEST, and handovers have worked as normal since then.
Handover requests to Chatwoot this morning 20.10, may have been closed before an agent could pick them up. You may want to check for affected conversations and follow up with those end-users. If you added a temporary notice about live chat issues, you can now remove it.
We are adding monitoring and improving our deployment process to prevent this from happening again. We apologise for the disruption.
Posted Oct 20, 2026 - 13:51 CEST
Investigating
We are investigating an issue where handover requests to Chatwoot live chat are being rejected and closed. End-users may see a message that the handover was cancelled. This affects multiple customers.
We recommend adding a temporary notice for end-users informing them about issues with live chat.
We will post an update as soon as we have more information.