Post-Mortem: Live Chat Routing Issue

Date: 31st August 2025
Duration: 5 hours
Impact: Advisors unable to access live chat messages

What Happened

This evening 31st August, we experienced an issue with the route that connects our third-party live chat supplier to our internal panel used by our team. As a result, incoming chats weren’t appearing in the advisor interface, meaning our team couldn’t respond to customers in real time.

Cause

The problem was traced back to a misconfigured route following a recent update from the supplier. Their endpoint structure changed, but our panel wasn’t updated to reflect that, causing the connection to break silently.

Resolution

Once identified, the routing configuration was corrected and the connection re-established. The advisor panel is now back up and running, and any missed chats have been reviewed and followed up manually.

What We’re Doing About It

To prevent this from happening again, we’re:

• Adding automated checks to catch broken routes early

• Improving communication protocols with third-party suppliers around changes

We know how important live chat is for both our customers. We apologise for any inconvenience this has caused.

We have now resolved this incident.

Our Live Chat service will be open as normal tomorrow.

Thank you once again for baring with us whilst we resolved this with our third-party supplier which suffered a failure in one of their core routes that serve our live chat advisor panel.

It is likely this issue is going to continue into tomorrow, we are working with the third party supplier to resolve this issue.

We have updated messaging assigned to our live chat that will promote to contact us via our alternative methods.

We appreciate your patience whilst we resolve this issue.

Thanks

We have limited the impact of this issue to only affect circa 2 customers. Affected clients have already been made aware.

If you are affected by this please open a client portal ticket and quote INC17918.

Due to the limited number of clients now affected we are now resolving this incident.