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 18, 2025 affecting Freddy AI Agent, lasting 9h 50m. The incident has been resolved; the full update timeline is below.

Started
Mar 18, 2025, 08:00 AM UTC
Resolved
Mar 18, 2025, 05:51 PM UTC
Duration
9h 50m
Detected by Pingoru
Mar 18, 2025, 08:00 AM UTC

Affected components

Freddy AI Agent

Update timeline

  1. investigating Mar 18, 2025, 08:00 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.We are actively working with our third-party provider to resolve the issue as quickly as possible. Thank you for your patience and understanding.

  2. investigating Mar 18, 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 18, 2025, 05:51 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.