On Feb 10, 2026, an unintentional change resulted in conversation_id not being included in post-call transcript webhook payloads. This caused some customers’ webhook validation and downstream processing to fail when expecting that field. We deployed a fix to restore conversation_id to webhook payloads and confirmed the issue was resolved.

Timeline

• 18:30 UTC: conversation_id was no longer included in post-call transcript webhook payloads.
• 19:49 UTC: Investigation began.
• 20:00 UTC: A temporary workaround was shared: consume conversation_id from conversation_initiation_client_data.dynamic_variables.system__conversation_id, if possible.
• 21:14 UTC: A fix was deployed to restore conversation_id to webhook payloads.
• 22:11 UTC: Webhook delivery and downstream processing returned to normal.
• 22:15 UTC: Status page incident marked resolved.

Preventative actions & learnings

• Improve automated checks to detect breaking changes to webhook payload schemas before changes are released.
• Add additional test coverage to ensure required webhook fields (like conversation_id) cannot be removed unintentionally.