Freshchat experienced a major incident on September 12, 2026 affecting Freddy AI Agent, lasting 58m. The incident has been resolved; the full update timeline is below.
Affected components
Freddy AI Agent
Update timeline
- investigating Sep 12, 2026, 06:37 PM UTC
Users may have experienced conversations being transferred to a live agent due to bot timeout behavior. Our team has identified the issue and is actively investigating the impact and working towards a resolution.
- resolved Sep 12, 2026, 07:35 PM UTC
The issue impacting bot functionality in Freshchat has been resolved. Services are operating normally, and we continue to monitor closely to ensure ongoing stability.