Outgoing SMS Degraded
On November 17th we were made aware of spam and phishing links being send through SMS messaging from RepairShopr accounts from the third party we use to send SMS messages. In response, the third party suspended both the RepairShopr and Syncro SMS campaigns to prevent further messages from being sent.
Our team immediately started addressing the issue by suspending the accounts that were responsible for sending spam messaging and worked diligently to stop the bad actors from compromising accounts. However, the third party required additional measures for our accounts to be re-enabled. Our team developed and deployed a spam detection framework to block messages that qualify as spam. After implementing this solution, we informed the third party and on December 13th they confirmed that our campaigns were reactivated.
Going forward we are continuing to refine our spam detection framework to ensure that only spam messages are blocked and there is a way for messages to be released that are not spam. Additionally, we are actively investigating other options and improvements for our SMS messaging system to ensure uninterrupted service.
If SMS messaging to your customers is a critical part of your workflow we recommend using Bring Your Own Twilio or Bring Your Own FlowRoute to ensure your service stays active.
SMS has remained functional throughout our monitoring over the weekend. We are closing out this issue and our team will continue to monitor our SMS usage to ensure it remains functional. Thank you for your patience while we worked through this issue with our third party SMS provider.
We’re happy to announce that SMS functionality has been restored. We understand the importance of reliable communication and appreciate your patience during this outage.
We’d like to thank you for your understanding as we worked diligently to resolve this issue. We encountered unexpected roadblocks due to recent changes in requirements from our external provider, but our team persevered and found a solution.
We are actively monitoring the situation to ensure the continued stability of SMS functionality. We will provide you with more updates if we have any issues.
We want to provide an update regarding the ongoing SMS functionality outage that began on November 18th. We understand the importance of SMS communication and the impact this outage may have on your operations. Therefore, our team is working to resolve this issue as quickly as possible.
SMS messaging through Syncro is provided by an external source. Unfortunately, we have encountered an unexpected roadblock due to a recent change in requirements imposed by our external provider. These changes have significantly complicated our efforts to restore SMS functionality. We are actively engaged with our provider to address these new requirements and work towards a solution. We will continue to provide updates as we make progress.
If you’re severely affected by this issue, please consider bringing your own (BYO) Twilio as a workaround. Please take a look at our documentation for details.
http://docs.syncromsp.com/en_US/imported/twilio
We apologize for any inconvenience this outage may cause and appreciate your patience and understanding.
Thank you for your continued partnership.
We are experiencing an issue with our third party, which sends SMS notifications from our platform. BYO SMS are not impacted. We are working with our third party to resolve this quickly. We appreciate your patience as we work to resolve this issue.
- Services / Application Server
- Services / Third Party Services