Freshchat incident
Investigating WhatsApp Onboarding Integration Issues
Freshchat experienced a minor incident on June 8, 2026 affecting Channels and Channels and 1 more component, lasting 3d 15h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jun 08, 2026, 06:54 AM UTC
We are currently investigating an issue affecting WhatsApp onboarding integrations, where customers may encounter failures while adding new numbers to WhatsApp. At this time, existing WhatsApp conversations continue to function normally. The impact is currently limited to onboarding new numbers. Our team is actively working with the service provider to determine the root cause and restore normal onboarding functionality as quickly as possible.
- investigating Jun 08, 2026, 10:30 AM UTC
Our engineering team is currently investigating the issue with high priority. We will keep you informed and share further updates as soon as more information becomes available.
- investigating Jun 08, 2026, 03:30 PM UTC
Our investigation into the WhatsApp onboarding issue is ongoing in coordination with the service provider. We are continuing to work towards identifying the root cause and restoring normal onboarding functionality. Further updates will be shared as more information becomes available.
- investigating Jun 09, 2026, 03:30 AM UTC
We continue to actively investigate the WhatsApp onboarding issue with the service provider on priority. At this time, we are awaiting further updates while the service provider continues their investigation into the root cause affecting onboarding of new WhatsApp numbers. We will share additional updates as more information becomes available.
- investigating Jun 09, 2026, 03:30 PM UTC
We are actively working with our third-party provider to resolve the ongoing WhatsApp onboarding issue. Their investigation into the root cause is in progress, and our teams remain in close contact. We will share updates as they become available and thank you for your patience.
- investigating Jun 10, 2026, 03:30 PM UTC
Our team continues to actively investigate the issue and work towards a resolution. We are monitoring the situation closely and coordinating with relevant teams to gather additional information. We will provide further updates as soon as more details become available.
- investigating Jun 11, 2026, 03:30 PM UTC
We are still collaborating closely with our external partner to fix the ongoing WhatsApp onboarding delay. Our technical teams are monitoring the vendor's investigation closely to ensure full functionality for new numbers is restored as quickly as possible. Thank you for standing by—we will post another update here as soon as we have news.
- resolved Jun 11, 2026, 10:15 PM UTC
The issue impacting WhatsApp onboarding integrations has been resolved. The onboarding process is now functioning as expected. Thank you for your patience and understanding.