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Live Agent Message Brokering Degradation After ServiceNow Zurich upgrade

Update - The ServiceNow team has identified the root cause of the issue affecting live chat functionality. They are actively working on a fix and will provide more details as soon as they become available.
Nov 13, 2025 - 16:20 UTC

Identified - We have identified an issue affecting Live Agent Message Brokering functionality following the ServiceNow Zurich upgrade. Users can initiate chats, and agents can respond, but user replies are not being received by agents. The issue currently impacts customers who have upgraded to Zurich. Our team is working with ServiceNow to identify the root cause and implement a fix. Updates will be shared as they become available.

Impacted Regions: All
Nov 09, 2025 - 23:38 UTC

Enterprise Messaging Integrations Operational

Microsoft Teams Operational

Embedded AI Assistant Operational

Cisco Webex Teams Operational

Google Chat Operational

Slack Messaging Operational

Slack Apps/Integrations/APIs Operational

Slack Notifications Operational

Slack Connections Operational

Access Skills Operational

Account Access Operational

Group Access Operational

Software Access Operational

Smart Forms Operational

Enterprise Approvals Operational

Answers Operational

Concierge Operational

Triage Operational

Lookups Operational

Employee Experience Insights Operational

Multilingual Support (MLS) Operational

Creator Studio Operational

Paths Workspace Operational

Queries Workspace Operational

Events Workspace Operational

Plugins Workspace Operational

Control Center Operational

Channel Resolver Operational

Moveworks AI Assistant Operational

Employee Communications Operational

My Moveworks Portal Operational

Moveworks Setup Operational

Moveworks Documentation Operational

Support Operational

Community Operational

Productivity Boost Operational

Brief Me Operational

Quick GPT Operational

AI Assistant Analytics Operational

AI Assistant Insights Operational

Data API Operational

Live Agent Chat / Handoff Degraded Performance

Live Agent Message Brokering Degraded Performance

Operational

Degraded Performance

Partial Outage

Major Outage

Maintenance

Past Incidents

Nov 18, 2025

No incidents reported today.

Nov 17, 2025

No incidents reported.

Nov 16, 2025

No incidents reported.

Nov 15, 2025

No incidents reported.

Nov 14, 2025

No incidents reported.

Nov 13, 2025

Unresolved incident: Live Agent Message Brokering Degradation After ServiceNow Zurich upgrade.

Nov 12, 2025

No incidents reported.

Nov 11, 2025

Forms Ingestion Failure

Resolved - This incident has been resolved. Thank you for your patience and we apologize for the inconvenience this may have caused.
Nov 11, 19:27 UTC

Update - We are continuing to work on a fix for this issue.
Nov 10, 16:55 UTC

Identified - We’ve identified an issue in our forms ingestion process. As a result, forms that are newly added or updated after 11/6 may not be appearing in the AI Assistant as expected.

Our engineering team is actively working to resolve this issue. We will provide updates as soon as we have more information.

We sincerely apologize for the inconvenience this may cause and thank you for your patience.
Nov 10, 15:54 UTC

Nov 10, 2025

Nov 9, 2025

Nov 8, 2025

No incidents reported.

Nov 7, 2025

No incidents reported.

Nov 6, 2025

No incidents reported.

Nov 5, 2025

Live Agent Message Brokering Degradation

Resolved - This incident has been resolved.
Nov 5, 22:18 UTC

Monitoring - A fix has been implemented: we rolled back the changes that caused the issue and the service is now returning to normal. We are actively monitoring to ensure stability. Thanks again for your patience.
Nov 5, 20:11 UTC

Identified - The issue has been identified and a fix is being implemented.
Nov 5, 16:35 UTC

Investigating - We’re currently investigating an issue affecting our AI Assistants’ live agent message brokering feature. At this time, the issue appears to be isolated to live agent chats initiated through the Embedded AI Assistant.

We’ll provide updates as soon as we have more information. Thank you for your patience.
Nov 5, 15:57 UTC

Nov 4, 2025

No incidents reported.