A fix has been deployed and the Get Help options are now rendering as expected for all messages. Thank you for your patience, and apologies again for the disruption.
Posted Sep 16, 2026 - 18:14 UTC
Identified
We have identified that this is impacting customers on the Frontier and Standard tiers of the Model Upgrade program. We are actively working on a fix and will provide further updates shortly.
Posted Sep 16, 2026 - 17:40 UTC
Investigating
We are investigating an issue where any utterance that is identified as a greeting fails to render the help options on the Get Help page, leaving users unable to file a ticket or connect to a live agent. The Get Help tab opens but shows only the Chat Summary with no handoff options presented. We apologize for the inconvenience this is causing your users.
Impacted Regions: All
Posted Sep 16, 2026 - 17:21 UTC
This incident affected: Live Agent Chat / Handoff (Live Agent Message Brokering).
