Customer Agent Follow Up Prompts not Appearing

What to do

• Check whether you use Klaviyo Customer Agent in us. Check your stack

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• Confirm your retries, queues and scheduled jobs caught up after the 39m it lasted.

  Anything that failed between 2025-12-03 19:57 UTC and 2025-12-03 20:36 UTC may need a replay.

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Updates from Klaviyo 4

1. investigatingDec 3, 2025, 7:57 PM UTC

   We are currently investigating an issue impacting Customer Agent follow-up prompts beginning around 11:20 AM US/Eastern. Follow-up prompts are not appearing after replies from the AI Agent. This prevents end users from continuing the conversation or escalating to a human agent. We'll provide updates as more information is available.

   provider

2. identifiedDec 3, 2025, 8:08 PM UTC

   As of 3:00 PM US/Eastern, we confirmed this issue is only impacted Web Chat. Customer Agent via SMS chat is not impacted. We have identified a recent change as the root cause and will be reverting this shortly. We continue to monitor closely and appreciate your patience throughout this incident.

   provider

3. monitoringDec 3, 2025, 8:21 PM UTC

   We successfully reverted the change and have confirmed that Customer Agent Web Chat follow-up prompts are sending as expected. We will continue to monitor to ensure there is no further impact.

   provider

4. resolvedDec 3, 2025, 8:36 PM UTC

   Monitoring is complete, and this incident has been resolved. We appreciate your patience throughout this incident.

   provider

Corrections

None so far.

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