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GorgiasIncident detail
AI Agent knowledge retrieval degradation
Resolved incidentMajor
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Timeline
Incident updates
Every update Gorgias posted, oldest to newest, exactly as it appeared on their official status page.
Resolved
Between 08:00 and 18:30 UTC on July 14, an infrastructure issue at one of our third-party ML providers caused intermittent failures in the AI Agent’s knowledge retrieval. During this window, the AI Agent did not always pick up knowledge sources (Help Center articles and guidance) when composing answers, and could respond based on conversation context alone. Some intent-based automations (rules and routing) were also intermittently affected.
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