Due to a configuration error, customer-uploaded recordings that were uploaded or recorded in our system more than 30 days ago are no longer available. This is causing call failures for tracking numbers which make use of customer-uploaded recordings.
Our engineering team is still investigating the root cause of that error, and we won’t be able to share more until we’re able to complete a postmortem. At the moment, we’re first focused on recovering full application functionality.
What immediate workaround is available?
The fastest solution is to disable any affected call flow, and instead configure your tracking number or keyword pool to forward directly to your destination number.
If you have your original recordings available, you can edit your call flows to upload them as a new recording. Alternately, you can change from the “Play Recording” option to “Read Message”.
What is our plan?
Right now, the engineering team is working on two fixes. The first will restore call flow functionality, even if you take no action to your flows. We’ll be able to insert standard messaging into your call flows to present sensible behavior to your callers. We expect to have this completed soon.
We're also working to expose a management page for custom recordings to indicate which are currently missing. Once this is complete, you’ll be able to identify which recordings are missing and replace them there, without having to edit call flows.
We recognize this is a serious impact to your business, and we're working to get things corrected as soon as we possibly can. If you have questions specific to your account, please reach out to our support team. We're answering calls as best we can, but volume is high and we're likely able to serve you better by submitting a ticket through https://support.callrail.com