TWIN - Notice history

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Notice history

Apr 2025

‼️Decommissioning of the old personal account
  • Completed
    30th April 2025 at 18:00UTC
    Completed
    30th April 2025 at 18:00UTC
    Maintenance has completed successfully
  • In progress
    30th April 2025 at 17:00UTC
    In progress
    30th April 2025 at 17:00UTC
    Maintenance is now in progress
  • Planned
    30th April 2025 at 17:00UTC
    Planned
    30th April 2025 at 17:00UTC

    We have completed all preparatory work and are ready to decommission the old version of the personal account.

    On May 1, 2025, support for the old personal account will be discontinued and any interaction with it will be blocked.

    Please make the transition to the new version of your personal account in advance according to the video instructions https://www.youtube.com/watch?v=nPHT5LnO-j4

⚠️Deprecation of legacy web widgets⚠️
  • Completed
    30th April 2025 at 17:01UTC
    Completed
    30th April 2025 at 17:01UTC
    Maintenance has completed successfully
  • In progress
    30th April 2025 at 17:00UTC
    In progress
    30th April 2025 at 17:00UTC
    Maintenance is now in progress
  • Planned
    30th April 2025 at 17:00UTC
    Planned
    30th April 2025 at 17:00UTC

    ⚙️ From May 1, 2025, support for older versions of the web widget will cease. They will continue to work, but will no longer receive updates. Technical support for older versions will not be provided.

    ⚙️ At the moment, the current version of the web widget is v4. This version is used by default when copying the widget frame code in a new personal account.

    ⚙️ If you are using previous versions of the widget, we strongly recommend updating to v4 to get all the new features, support and a stable user experience.

    How to upgrade to the new version:

    1. Determine the current version - check the widget code on the site. If an old widget is used, the link in the script.src line will indicate version v2 or v3.

    2. Get a new widget code – you can get it using the Frame Code button opposite the desired chat in the Text Bots section of your personal account.

    3. Perform additional settings – customize the appearance of the widget, set up the transfer of variables, and other necessary parameters if necessary.

    4. Place the new code on the site.

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

    Decided.

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

  • Investigating
    UTC
    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 19:30UTC
    Completed
    22nd April 2025 at 19:30UTC
    Maintenance has completed successfully
  • In progress
    22nd April 2025 at 19:00UTC
    In progress
    22nd April 2025 at 19:00UTC
    Maintenance is now in progress
  • Planned
    22nd April 2025 at 19:00UTC
    Planned
    22nd April 2025 at 19:00UTC

    22.04.2025 scheduled maintenance work in the telephony service. During the maintenance work, unstable operation of the platform will be observed.

    Namely: outgoing and incoming calls will not work. Calls via direct integration will work normally.

    Work starts: 22.04.2025 at 22:00 Moscow time

    Estimated work time: 30 minutes

Incorrect operation of the telephone service
  • Resolved
    UTC
    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
    UTC
    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
    UTC
    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
    UTC
    Resolved

    Decided.

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

  • Investigating
    UTC
    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
    UTC
    Resolved

    Decided.

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

  • Investigating
    UTC
    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 18:00UTC
    Completed
    11th March 2025 at 18:00UTC
    Maintenance has completed successfully
  • In progress
    11th March 2025 at 17:30UTC
    In progress
    11th March 2025 at 17:30UTC
    Maintenance is now in progress
  • Planned
    11th March 2025 at 17:30UTC
    Planned
    11th March 2025 at 17:30UTC

    Estimated work time: 30 minutes

    Work starts at 19:00 Moscow time

    On March 11, 2025, the chat service will undergo maintenance. Chats will not work: new dialogues in chats will not be started, the Bot will stop sending and receiving messages. The operator panel will also not work: there may be problems with login, sessions may not be received by the operator, messages will not be received or sent.

Incorrect operation of telephony
  • Resolved
    UTC
    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
    UTC
    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
    UTC
    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
    UTC
    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
    UTC
    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
    UTC
    Resolved

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

  • Investigating
    UTC
    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
    UTC
    Resolved

    The problem on the 360dialog side has been resolved.

    Messages from the Bot now come to WhatsApp.

  • Investigating
    UTC
    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
    UTC
    Resolved

    The problem on the 360dialog side has been resolved.

    Messages from the Bot now come to WhatsApp.

  • Investigating
    UTC
    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
    UTC
    Resolved

    Observation is complete, the platform is operating normally.

  • Investigating
    UTC
    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
    UTC
    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
    UTC
    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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