Freshchat incident
Issue with AI Agent due to third-party service provider
Freshchat experienced a major incident on April 14, 2026 affecting Freddy AI Agent and Freddy AI Agent, lasting 16h 54m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Apr 14, 2026, 05:19 AM UTC
The AI agent bot is experiencing failures due to a third-party provider. This may result in bot failures,Knowledge source admin configurations causing conversations to be assigned to an agent. We are actively working with our third-party provider to resolve the issue as quickly as possible.
- investigating Apr 14, 2026, 07:30 AM UTC
We are continuing to engage with our third-party service provider regarding the ongoing issue affecting bot functionality. Further updates will be shared as they become available.
- investigating Apr 14, 2026, 09:30 AM UTC
We are still working with our third-party service provider on this issue and will share updates as more information becomes available. Thank you for your patience.
- investigating Apr 14, 2026, 02:30 PM UTC
We continue to work with our third-party service provider on the issue affecting bot functionality. Additional updates will be provided as more information becomes available.
- resolved Apr 14, 2026, 10:13 PM UTC
Our third-party service provider has resolved the underlying issue affecting bot functionality. We will continue to monitor the system to ensure stability. Thank you for your patience.