Freshchat experienced a major incident on December 20, 2021 affecting Freddy AI Agent and Webhook, lasting 1h 18m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Dec 20, 2021, 04:30 PM UTC
Some of the message creation events are not published to webhook endpoints. This is affecting bots, BYOB & custom apps. We are aware of the issue and our engineers are investigating the issue.
- resolved Dec 20, 2021, 05:48 PM UTC
We have fixed the issue related to webhook and bots. This was caused by additional access controls we brought in. The impact was for some portion of the traffic. We have now updated the right configuration. All our services 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.