Turnio - inbound webhook routing bug | 23 January 2020 | 12:16 (UTC) – Incident details

Issue has been resolved.

While monitoring capabilities is an ongoing concern, here are some immediate steps we are undertaking today: 1. We are improving our processes around communicating issues on Turn as they unfold. These updates will arrive via email and have Turn Status Update as a subject prefix. These updates will come from the email address support@turn.io. Please make sure your email address is correct and up to date, if there are any other people you want to be updated around technical concerns of Turn please do let us know what email addresses to include. 2. We will be introducing a system availability status page to help give insight into Turn's uptime and general platform availability. We will notify you of the URL as soon as it is available. 3. We are investigating automated means of proactively highlighting any core functionality issues that we can implement in Turn to surface these concerns sooner. We will update you on our progress on this shortly. It is our sincere apologies that this bug resulted in you not being able to use Turn as expected.

On the 22nd of January at 12:18 UTC Turn version 4.0.31 was released and automatically deployed. Unfortunately this version introduced a bug which impacted numbers using a direct WhatsApp integration and relying on webhooks for service delivery, such as your account. In Turn, webhooks can be configured to be notified of inbound messages, outbound messages, or both. The result of this bug was that inbound messages were routed through to webhooks configured for receiving outbound messages. Any webhooks configured to receive inbound messages did not receive these messages unless that webhook was also configured as a recipient of outbound messages. At 10:43 UTC on the 23rd of January we were notified of this bug and a fix was deployed at 12:16 UTC on the same day in Turn version 4.0.34 For the duration between when the bug was introduced and when it was resolved, the Turn application and UI was online and functioning. What was impacted was the routing of messages to webhooks configured as recipients of inbound messages.