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 March 27, 2025 affecting Freddy AI Agent, lasting 7h 42m. The incident has been resolved; the full update timeline is below.

Started
Mar 27, 2025, 09:00 AM UTC
Resolved
Mar 27, 2025, 04:43 PM UTC
Duration
7h 42m
Detected by Pingoru
Mar 27, 2025, 09:00 AM UTC

Affected components

Freddy AI Agent

Update timeline

  1. investigating Mar 27, 2025, 09:00 AM 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.

  2. investigating Mar 27, 2025, 02:00 PM 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.

  3. resolved Mar 27, 2025, 04:43 PM UTC

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