Freshchat incident

Freddy AI Agent bot Impacted by Third-Party provider in EUC Region

Minor Resolved View vendor source →

Freshchat experienced a minor incident on July 16, 2025 affecting Freddy AI Agent, lasting 3h 3m. The incident has been resolved; the full update timeline is below.

Started
Jul 16, 2025, 11:31 PM UTC
Resolved
Jul 17, 2025, 02:34 AM UTC
Duration
3h 3m
Detected by Pingoru
Jul 16, 2025, 11:31 PM UTC

Affected components

Freddy AI Agent

Update timeline

  1. investigating Jul 16, 2025, 11:31 PM UTC

    The AI agent bot is experiencing latency issues due to a third-party provider. This may result in bot failures, 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. Thank you for your patience and understanding.

  2. investigating Jul 17, 2025, 12:30 AM UTC

    Our third-party service provider is currently reviewing the issue and will follow up shortly. We appreciate your patience and understanding.

  3. investigating Jul 17, 2025, 01:30 AM UTC

    Our team is collaborating with our third-party service provider to resolve the issue, and we will share updates as soon as it is resolved.

  4. resolved Jul 17, 2025, 02:34 AM UTC

    Our third-party service provider has confirmed that the latency issue has been resolved, and the AI agent bot is now operating normally.