V3 Update: Where We Are, What We’re Fixing, and How We’re Supporting You

Any meaningful upgrade comes with a moment of discomfort.

V3 is one of those moments.

To support what’s coming next, we had to migrate some core components earlier than planned. While this was the right decision for the long term, we know the timing has caused real frustration. If you’ve experienced call issues, delays, or unexpected behavior, we want to be clear from the start:

We see it. We understand the impact. And we’re actively fixing it.

Right now, there are three main things we want to acknowledge.

First, there is a delay in the AI agent greeting on outbound calls, and this is affecting all outbound traffic. We know how important that first moment of a call is, and we agree that this experience is not where it should be. A fix for this is part of the upcoming patch and is being treated as a top priority.

Second, some users are experiencing latency or connection issues. The majority of the platform is operating normally, but we already have a patch in progress that directly addresses these issues and will be rolling out shortly.

Third, there is a busy signal issue affecting a small subset of numbers.

We currently host over 14,000 phone numbers. Out of those, a few hundred are affected. If you’re one of them, your frustration is valid, even if the issue is isolated.

Most of the impacted numbers fall into one of these categories:

Custom Telnyx setups that don’t align with our updated requirements
SIP trunking requests that were never completed
Older numbers still in the final stages of porting from Twilio to Telnyx

If you’re affected, there are two paths forward.

Option one: wait it out.

For many numbers, this will be resolved automatically over the next few days as the patch and cleanup complete.

Option two: move faster.

You can purchase a new number and let our support team know. If your old number qualifies, we’ll credit your wallet for the entire year for the phone number ($30) for the trade-in. This option is there for anyone who can’t afford downtime.

Which path is right depends on your specific setup, and we don’t expect you to guess.

That’s why the most important thing you can do right now is this:

Submit your Call IDs at help.assistable.ai

Call IDs allow our support team to see exactly what’s happening, determine whether you should wait, switch numbers, or adjust a configuration, and escalate anything that needs engineering attention. We have strong triage in place, and this is the fastest way for us to help you effectively.

Looking ahead.

V3 unlocks a significant set of new features, and we’re intentionally holding those until the foundation is fully smoothed out. Reliability comes first. Once the current issues are resolved, we’re targeting the next wave of V3 features to roll out next week.

We appreciate your patience during this transition. Many of you depend on Assistable daily, and that responsibility is not lost on us.

Thank you for sticking with us as we finish laying the groundwork for what comes next.

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