Freshchat incident
Custom bot conversations are not moving to new view in inbox when users do not reply
Freshchat experienced a minor incident on February 9, 2022 affecting Freddy AI Agent and Freddy AI Agent and 1 more component, lasting 51m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Feb 09, 2022, 04:10 PM UTC
When users do not reply to a custom bot question for 5 minutes, the conversation will usually be moved to "New" conversation view in the inbox. This functionality is degraded and such conversations are stuck to "Bot Conversations" view. The Unified bot builder and BYOB are fully operational. Custom bot is also working in normal scenarios when users are replying to bot question. This is happening only if users do not respond to a custom bot question. We are aware of the situation and trying to solve this.
- resolved Feb 09, 2022, 05:01 PM UTC
We have fixed this issue and our systems are back to normal now. Please reach out to our support team if you are facing any issues. We will continue monitoring our systems. Thanks for holding on with us.