Freshchat incident

Issue with external messaging channels like Whatsapp, ABC, GBM, LINE functionalities (Message delivery & Integration update failures)

Major Resolved View vendor source →

Freshchat experienced a major incident on April 12, 2022 affecting Channels, lasting 5h 55m. The incident has been resolved; the full update timeline is below.

Started
Apr 12, 2022, 09:12 AM UTC
Resolved
Apr 12, 2022, 03:07 PM UTC
Duration
5h 55m
Detected by Pingoru
Apr 12, 2022, 09:12 AM UTC

Affected components

Channels

Update timeline

  1. investigating Apr 12, 2022, 09:12 AM UTC

    We are observing Message failures (proactive messages) & Integration update failures across messaging channels

  2. investigating Apr 12, 2022, 02:17 PM UTC

    Outbound (Proactive) messages and Public API functionalities are fixed. We are closely monitoring it.

  3. resolved Apr 12, 2022, 03:07 PM UTC

    We are not seeing message loss in agent or user messages. Seeing Message failures only in outbound (Proactive) messages.