TWIN - Notice history

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Notice history

Apr 2025

‼️Decommissioning of the old personal account
  • Completed
    30th April 2025 at 18:00
    Completed
    30th April 2025 at 18:00
    Техническое обслуживание успешно завершено
  • In progress
    30th April 2025 at 17:00
    In progress
    30th April 2025 at 17:00
    Сейчас идет техническое обслуживание
  • Planned
    30th April 2025 at 17:00
    Planned
    30th April 2025 at 17:00

    Мы завершили все подготовительные работы и готовы вывести из эксплуатации старую версию личного кабинета.

    1 мая 2025 года будет прекращена поддержка старого личного кабинета и будет заблокировано любое взаимодействие с ним.

    Просим заблаговременно осуществить переход на новую версию личного кабинета согласно видеоинструкции https://www.youtube.com/watch?v=nPHT5LnO-j4

⚠️Deprecation of legacy web widgets⚠️
  • Completed
    30th April 2025 at 17:01
    Completed
    30th April 2025 at 17:01
    Техническое обслуживание успешно завершено
  • In progress
    30th April 2025 at 17:00
    In progress
    30th April 2025 at 17:00
    Сейчас идет техническое обслуживание
  • Planned
    30th April 2025 at 17:00
    Planned
    30th April 2025 at 17:00

    ⚙️ С 1 мая 2025 года поддержка старых версий веб-виджета прекращается. Они продолжат работать, но перестанут получать обновления. Техническая поддержка по устаревшим версиям оказываться не будет.

    ⚙️ На текущий момент, актуальной версией веб-виджета является v4. Эта версия используется по умолчанию при копировании кода фрейма виджета в новом личном кабинете.

    ⚙️ Если вы используете предыдущие версии виджета – настоятельно рекомендуем обновиться до версии v4, для получения всех новых возможностей, поддержки и стабильного опыта использования.

    Как перейти на новую версию:

    1. Определите текущую версию – проверьте код виджета на сайте. Если используется старый виджет, то в ссылке в строке script.src будет указана версия v2 или v3.

    2. Получите новый код виджета – его можно получить с помощью кнопки Код фрейма напротив нужного чата в разделе Текстовые боты личного кабинета.

    3. Выполните дополнительную настройку – кастомизируйте внешний вид виджета, настройте передачу переменных, и другие нужные параметры если есть такая необходимость.

    4. Разместите новый код на сайте.

Can't log in to your personal account
  • Resolved
    Resolved

    Decided.

    Access to your personal account has been restored. The "Login" button works.

  • Investigating
    Investigating

    How it manifests itself: when trying to log in to your personal account, nothing happens, the "Login" button on the page does not work.

    ❗️ The rest of the platform operates normally - telephony (outgoing/incoming calls), chats, mailings and other services work.

    Our specialists are already working on resolving the authorization issue.

Preventive maintenance work in the telephone service
  • Completed
    22nd April 2025 at 19:30
    Completed
    22nd April 2025 at 19:30
    Техническое обслуживание успешно завершено
  • In progress
    22nd April 2025 at 19:00
    In progress
    22nd April 2025 at 19:00
    Сейчас идет техническое обслуживание
  • Planned
    22nd April 2025 at 19:00
    Planned
    22nd April 2025 at 19:00

    22.04.2025 запланированы профилактические работы в сервисе телефонии. Во время профилактических работ будет наблюдаться нестабильная работа платформы.

    А именно: не будет работать исходящий обзвон и входящие звонки. Звонки по прямой интеграции будут отрабатывать штатно.

    Начало работ: 22.04.2025 в 22:00 по МСК

    Ориентировочное время работ: 30 минут

Incorrect operation of the telephone service
  • Resolved
    Resolved

    Decided.

    The telephony service is now operating normally. All tabs are available. Calling tasks are created and are running (task settings are available, candidates are added, calls are made). Scripts are opened and loaded.

  • Update
    Update

    Additional information:

    Personal account scenarios may be unavailable. Calls may not work correctly (not start, drop, status may not change, details may not be available).

  • Investigating
    Investigating

    How it manifests itself: tabs in the "Voice bots" section of the personal account may not load. Candidates for the call assignment may not load. Call assignments may not be created. When creating a call assignment, some settings may not be available. Candidate and call assignment statuses may not be updated.

    Our specialists are already working on a solution.

Mar 2025

Incorrect operation of the telephony service and scripts
  • Resolved
    Resolved

    Decided.

    At the moment, outgoing and incoming calls are successful. Bot scripts are available.

  • Investigating
    Investigating

    How it manifests itself: incoming and outgoing calls are not made. Bot scripts do not open.

    Our specialists are already working on a solution.

Incorrect operation of the telephony service and scripts
  • Resolved
    Resolved

    Decided.

    At the moment, outgoing and incoming calls are successful. Bot scripts are available.

  • Investigating
    Investigating

    How it manifests itself: incoming and outgoing calls are not made. Bot scripts do not open.

    Our specialists are already working on a solution.

Preventive maintenance work in the chat service
  • Completed
    11th March 2025 at 18:00
    Completed
    11th March 2025 at 18:00
    Техническое обслуживание успешно завершено
  • In progress
    11th March 2025 at 17:30
    In progress
    11th March 2025 at 17:30
    Сейчас идет техническое обслуживание
  • Planned
    11th March 2025 at 17:30
    Planned
    11th March 2025 at 17:30

    Ориентировочное время работ: 30 минут

    Начало работ: 20:30 по МСК

    11 марта 2025 г. сервис чатов будет проходить техническое обслуживание. Не будут работать чаты: не будут начинаться новые диалоги в чатах, Бот перестанет отправлять и принимать сообщения. Также не будет работать панель оператора: могут наблюдаться проблемы со входом, сессии могут не поступать оператору, сообщения не будут приниматься и отправляться.

Incorrect operation of telephony
  • Resolved
    Resolved

    Decided.

    At the moment, outgoing and incoming calls are successful. The bot connects to the call and hears the person's speech. The statuses of the calling tasks and candidates change.

  • Investigating
    Investigating

    How it manifests itself: the bot may not answer/connect to the call, the statuses of the calling tasks and candidates may not change, the bot may not hear the person, the person/bot may not be heard in the call recording.

    Our specialists are already working on resolving this issue.

Incorrect operation of telephony
  • Resolved
    Resolved

    Decided.

    Incoming and outgoing telephony works. Calling tasks are created and candidates can be added to them. Calling task and candidate statuses are updated. The bot connects to the call.

  • Identified
    Identified

    The reasons for the incorrect operation of the telephone system have been determined - an accident in the data center.

    The time frame for fixing the issues cannot be determined yet. We are in contact with the data center and will notify you when the service is up and running.

  • Investigating
    Investigating

    How it manifests itself: tasks for calling may not be created, candidates for tasks for calling may not be loaded, the statuses of tasks and candidates may not change. Incoming and outgoing telephony does not work. In already launched calls, the bot does not connect to the conversation/is silent

    Our specialists are working on a solution.

Feb 2025

Files do not arrive to the operator panel from WhatsApp 360dialog
  • Resolved
    Resolved

    Decided.
    Operators receive files (photos, documents, etc.) sent to WhatsApp chat and can view them.

  • Investigating
    Investigating

    How it manifests itself: if a client sends a file (photo, document, etc.) to a WhatsApp chat, the operator does not see it. It does not appear in the operator's session. The behavior is observed in WhatsApp chats integrated via 360dialog.

    Our specialists are already working on resolving this issue.

WhatsApp messages not coming
  • Resolved
    Resolved

    The problem on the 360dialog side has been resolved.

    Messages from the Bot now come to WhatsApp.

  • Investigating
    Investigating

    How it manifests itself: the bot does not respond to messages in WhatsApp, messages from the Bot do not reach the client.

    A malfunction was detected on the 360dialog platform side.

    We are in dialogue with platform support. As soon as information about the fix appears, we will issue a notification.

WhatsApp messages not coming
  • Resolved
    Resolved

    The problem on the 360dialog side has been resolved.

    Messages from the Bot now come to WhatsApp.

  • Investigating
    Investigating

    How it manifests itself: the bot does not respond to messages in WhatsApp, messages from the Bot do not reach the client.

    A malfunction was detected on the 360dialog platform side. We are in dialogue with the platform support. As soon as information about the fix appears, we will issue an alert.

Incorrect operation of CRM
  • Resolved
    Resolved

    Observation is complete, the platform is operating normally.

  • Investigating
    Investigating

    We are observing incorrect operation of the integration service associated with CRM systems (Bitrix24, amoCRM, YCLIENTS).

    How it manifests itself:

    • calls/calls may not be launched from CRM

    • statuses for calls/notifications/dialogues may not be returned to CRM

    • triggers/salesbots (anything that automatically starts a call about a deal or candidate) may not work

    • all actions related to obtaining information from the TWIN platform can take a very long time

    Our specialists are already working on a solution.

There is a slowdown in telephony
  • Resolved
    Resolved

    Decided.

    Telephony operates normally. Candidates in the call assignment are processed. The task start button appears. The statuses of candidates and call assignments are updated.

  • Investigating
    Investigating

    How it manifests itself: candidates are added to the calling task for a long time, which is why the button to start the task does not appear. The calling task takes a long time to process candidates (calls are slow). Candidate statuses and calling tasks may change with a delay. The bot may take a long time to connect to the call and respond late.

    Our specialists are already working on resolving this issue.

Feb 2025 to Apr 2025

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