Freshchat incident

Issue with AI agent runtime conversations and AI agent configurations.

Major Resolved View vendor source →

Freshchat experienced a major incident on July 16, 2025 affecting Freddy AI Agent and Freddy AI Agent and 1 more component, lasting 2h 44m. The incident has been resolved; the full update timeline is below.

Started
Jul 16, 2025, 06:00 AM UTC
Resolved
Jul 16, 2025, 08:44 AM UTC
Duration
2h 44m
Detected by Pingoru
Jul 16, 2025, 06:00 AM UTC

Affected components

Freddy AI AgentFreddy AI AgentFreddy AI Agent

Update timeline

  1. investigating Jul 16, 2025, 06:00 AM UTC

    All real-time AI Agent conversations were ending with fallback responses. Additionally, there were failures in creating or updating AI Agents, which impacted related settings such as personas, API actions, workflows, and other administrative configurations. Our engineering team has now resolved these issues.

  2. resolved Jul 16, 2025, 08:44 AM UTC