Freshchat incident
Investigating WhatsApp Onboarding Integration Issues
Freshchat experienced a minor incident on May 16, 2026 affecting Channels and Channels and 1 more component, lasting 4d 4h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating May 16, 2026, 01:51 PM 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 May 17, 2026, 06:00 PM 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 May 18, 2026, 02:30 AM UTC
Our investigation into the WhatsApp onboarding issue is ongoing in coordination with the service provider. We are continuing to work toward identifying the root cause and restoring normal onboarding functionality. Further updates will be shared as more information becomes available.
- investigating May 18, 2026, 02:55 PM UTC
We continue to investigate the WhatsApp onboarding issue with our third-party service provider on priority. At this time, we are awaiting further updates from the provider while they continue their investigation into the root cause. We will share additional updates as more information becomes available.
- investigating May 19, 2026, 03:00 AM UTC
We are continuing to work closely with our third-party service provider to resolve the ongoing WhatsApp onboarding issue. Our team remains in active communication with the provider as they progress through their investigation into the root cause. We appreciate your patience and will provide further updates as soon as more information is available.
- resolved May 20, 2026, 05:53 PM UTC
The issue affecting WhatsApp onboarding integrations has been fully resolved. Customers should now be able to add new WhatsApp numbers successfully without any errors. Throughout the incident, existing WhatsApp conversations continued to function normally. Our team worked closely with the service provider to identify and address the root cause, and normal onboarding functionality has now been fully restored. Thank you for your patience and understanding. If you continue to experience any issues, please contact our support team.