Between 2:57 PM EST and 4:09 PM EST on November 18, 2021, some incoming conversations were delayed coming into HubSpot. At 3:30 PM EST on November 18, we disabled the live chat widget that allows users to begin new conversations to reduce the delays as quickly as possible. Conversations that had started before 3:30 PM EST proceeded normally during the time the widget was disabled, with new messages coming in instantaneously. At 4:09 PM EST, all delays were resolved and the live chat widget was enabled again. Our team identified and resolved the root cause of the issue, and all delayed messages came in without data loss.