Critical incident

Emplifi: Major Service Disruption: Emplifi Knowledge Unavailable

Current status of Emplifi: Operational — live Emplifi status

Timeline

1. Jul 13, 2026, 18:51 UTC
   investigating
   We are investigating an issue affecting the **Emplifi Knowledge** application. Some customers may be unable to access **Knowledge** or may encounter errors in **Knowledge** and **Agent Assist**. Our team is actively working to identify the cause. We will provide an update as more information becomes available. Thank you for your patience while we work to resolve this issue.
2. Jul 13, 2026, 18:56 UTC
   monitoring
   The issue affecting access to Emplifi Knowledge and Agent Assist has been mitigated. Services have been restored and are operating normally. We are monitoring the environment to confirm continued stability. **The Knowledge Authoring Tool was not affected.** Thank you for your patience while we worked to restore service.
3. Jul 13, 2026, 19:11 UTC
   resolved
   The issue affecting access to **Emplifi Knowledge** and **Agent Assist** has been **resolved**. Our preliminary investigation indicates that prolonged requests to a customer-specific Knowledge Engine consumed the available processing capacity within the shared Knowledge user interface, causing it to become unresponsive. Restarting the affected application components restored service, and subsequent monitoring has confirmed normal operation. The **Knowledge Authoring** Tool was not affected. We are reviewing additional timeout and workload-isolation safeguards to reduce the risk of recurrence. Thank you for your patience while we worked to resolve this issue.

Updates as published by Emplifi.