On December 1st, 2020 from 14:58 UTC to December the 3rd 21:54 UTC , Social Messaging add-on customers using Whatsapp may have received the error message: "User has opted to block further messages", even if that was not the case.
21:54 UTC | 13:54 PT
Our team has deployed a fix which should resolve the issue where some users received a "User has opted to block further messages" error. Please let us know if you're still experiencing this issue.
20:48 UTC | 12:48 PT
We have determined the root cause of this issue and working towards implementing a solution.
19:31 UTC | 11:31 PT
Our team is currently testing code which is believed to be responsible for this inaccurate error-message. We should have the results of this testing within the next hour and will provide an update at that time.
18:37 UTC | 10:37 PT
Our team is investigating reports of issues with Sunshine Conversations. The unexpected error message is "User has opted to block further messages" This issue could impact either Facebook Messenger or WhatsApp integrations. We will provide more details soon.
Root Cause Analysis
This incident was caused by an uncaught error in a release on December 1st which was causing the system to mark some users as having “blocked” the business when they did not on Whatsapp.
To fix this issue, our Developers rolled out a fix that would amend this behaviour. Once this was applied to the system messages started to be delivered normally for all impacted customers.
- Our developers are implementing more detailed logging for “user blocked business” messages.
- They are also developing more detailed logging for message delivery to users.
FOR MORE INFORMATION
For current system status information about your Zendesk, check out our system status page. During an incident, you can also receive status updates by following @ZendeskOps on Twitter. The summary of our post-mortem investigation is usually posted here a few days after the incident has ended. If you have additional questions about this incident, please log a ticket with us.