Freshchat incident

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

Freshchat experienced a minor incident on March 19, 2025 affecting Freddy AI Agent, lasting 3h 49m. The incident has been resolved; the full update timeline is below.

Started: Mar 19, 2025, 07:30 AM UTC
Resolved: Mar 19, 2025, 11:19 AM UTC
Duration: 3h 49m
Detected by Pingoru: Mar 19, 2025, 07:30 AM UTC

Affected components

Freddy AI Agent

Update timeline

investigating Mar 19, 2025, 07:30 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. We are actively working with our third-party provider to resolve the issue as quickly as possible. Thank you for your patience and understanding.
resolved Mar 19, 2025, 11:19 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.