# Customer Agent Follow Up Prompts not Appearing

- Provider: [Klaviyo](https://down.guide/klaviyo)
- Level: confirmed
- Impact: Partial outage
- lasted 39m
- started 2025-12-03 19:57 UTC
- Customer Agent
- us
- id: DWN-cf7f929ba8
- Official page: https://stspg.io/f150f3tzb74c

## Updates from Klaviyo
### 2025-12-03 19:57 UTC: investigating
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.

### 2025-12-03 20:08 UTC: identified
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.

### 2025-12-03 20:21 UTC: monitoring
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.

### 2025-12-03 20:36 UTC: resolved
Monitoring is complete, and this incident has been resolved. We appreciate your patience throughout this incident.

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