Chat - Messages Failing & Assistant Issues - Prod-1

Update timeline

1. investigating May 14, 2026, 04:24 PM UTC

   Kustomer is aware of an event affecting Chats that may cause messages to fail and assistants to not follow the configured flow. Our team is currently working to identify the cause of this issue in an effort to implement a resolution. Please expect additional updates within the next 30 minutes, please reach out to Kustomer Support for any further questions or updates.

2. monitoring May 14, 2026, 04:48 PM UTC

   Kustomer has implemented an update to address an event affecting Chats on Prod 1 that caused messages to fail and assistants to not follow the configured flow. Our team is currently monitoring this update to ensure the issue is fully resolved. Please expect further updates within the next 30 minutes, and reach out to Kustomer support if you have additional questions or concerns.

3. resolved May 14, 2026, 05:23 PM UTC

   Kustomer has resolved an event affecting Chat on Prod 1 that caused messages to fail and assistants to not follow the configured flow. After careful monitoring, our team has determined that all affected areas are now fully restored. Please reach out to Kustomer support if you have additional questions or concerns.

4. postmortem Aug 04, 2026, 09:09 PM UTC

   ## **Summary** Between May 13 and May 14, 2026, Kustomer Chat experienced a service event that affected chat availability and performance for a subset of customers. During this period, some customers may have seen intermittent failures, elevated error rates, or degraded behavior in chat-related settings and runtime flows. The event was mitigated through service rollback, additional capacity, and targeted configuration changes. Service health returned to normal after these actions were completed. ## **Root cause** The event was caused by a combination of reduced service capacity during a deployment rollback and higher-than-expected traffic through chat-related request paths. Under those conditions, the affected chat service became unstable and restarted repeatedly, which reduced available capacity further and increased customer-facing errors. Our investigation also identified specific high-volume request patterns that increased memory pressure during the event. We addressed those patterns with caching, traffic protections, and capacity changes. ## **Timeline** * May 13, 2026, early afternoon ET: We detected elevated instability in the chat service and began incident response. * May 13, 2026, afternoon ET: We rolled back affected changes, increased infrastructure capacity, and stabilized dependent services. * May 13, 2026, evening ET: We continued monitoring after initial mitigation and investigated recurring memory pressure. * May 14, 2026: We deployed additional mitigations, including higher minimum service capacity and request-path protections. * Following the mitigation deployments, service health returned to normal and remained stable. ## **Lessons and improvements** We completed several improvements to reduce the likelihood of recurrence: * Increased minimum service capacity to provide more headroom during deployments and recovery. * Added caching for high-volume chat settings requests. * Hardened URL processing behavior with stricter filtering, failure caching, and concurrency limits. * Added improved memory telemetry to speed up detection and diagnosis of similar issues. * Continued follow-up work on deployment recovery procedures and service safeguards for cross-service rollbacks. ## **Current status** The mitigations above have been deployed, and the affected chat service is operating normally.