Major incident

Gladly: Gladly AI Issues Identified

Affected: Gladly AI Solution

Current status of Gladly: Operational — live Gladly status

Timeline

1. May 20, 2026, 19:31 UTC
   identified
   Starting 12:31 PM PT, we identified issues causing elevated handoffs for Gladly AI conversations. We are working on a fix and will update the Status Page with next steps as soon as possible. Please contact Gladly Support should you have any questions.
2. May 20, 2026, 19:52 UTC
   monitoring
   We deployed a fix for this issue at 12:52 PM PT, and have observed recovery. We will continue to monitor prior to resolving the Status Page. Please contact Gladly Support should you have any questions.
3. May 20, 2026, 21:27 UTC
   resolved
   After actively monitoring system performance, we are happy to report that this issue is now resolved and Gladly AI is fully operational. The initial impact was from 12:25-12:52pm PT and secondary one from 2:30-2:40pm PT. We will distribute a thorough Root Cause Analysis (RCA) for this incident via email as soon as possible. The RCA will contain details on root cause, incident timeline, recovery steps, and remediation steps. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

Updates as published by Gladly (original).