Freshchat experienced a minor incident on July 8, 2026 affecting Freddy AI Agent and Freddy AI Agent and 1 more component, lasting 9h 4m. The incident has been resolved; the full update timeline is below.
Affected components
Freddy AI AgentFreddy AI AgentFreddy AI AgentFreddy AI AgentFreddy AI Agent
Update timeline
- investigating Jul 08, 2026, 01:40 PM UTC
A subset of customers may experience issues where Collective user properties are enabled, resulting in conversations being transferred directly to a live agent . Our engineering team has identified the issue and is actively investigating the impact while working on a resolution.
- resolved Jul 08, 2026, 10:44 PM UTC
A fix has been implemented, and the issue has been resolved. We are currently monitoring the system to ensure that services continue to operate as expected.