Freshchat incident
Issue with AI agent runtime conversations and AI agent configurations.
Resolved after 2 hours 44 minutes, affecting Freddy AI Agent and Freddy AI Agent and 1 more, on July 16, 2025.
All real-time AI Agent conversations were ending with fallback responses. Additionally, there were failures in creating or updating AI Agents, which impacted related settings such as personas, API actions, workflows, and other administrative configurations. Our engineering team has now resolved these issues.
Affected components
Update timeline
- investigating Jul 16, 2025, 06:00 AM UTC
All real-time AI Agent conversations were ending with fallback responses. Additionally, there were failures in creating or updating AI Agents, which impacted related settings such as personas, API actions, workflows, and other administrative configurations. Our engineering team has now resolved these issues.
- resolved Jul 16, 2025, 08:44 AM UTC
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