Kustomer outage, 14 May 2026
Chat - Messages Failing & Assistant Issues - Prod-1
- Started
- Resolved
- 14 May 2026, 17:23 UTC (after 59 min)
- Impact
- Minor
- Affected
- Channel - Chat
Last update from Kustomer
## **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 c...
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