Outage in Kustomer
[AIC/AIR] AIC/AIR May Not Respond - Prod 1
Resolved MinorIncident Report
Summary AI Generated
Kustomer experienced a 3.8-hour outage where AI features for customers and representatives became unresponsive, affecting the chat channel functionality. The incident impacted Kustomer's AI Agent features, preventing them from responding to user interactions. The issue was resolved after the team implemented an update and confirmed full restoration of all affected AI services.
Kustomer is aware of an event affecting AI for Customers and Reps that have resulted in them not responding.
Our team is currently working to identify the cause for the issue in order to implement a resolution. Please expect additional updates within the next 30 minutes, please reach out to Kustomer Support via kustomer.com for any further questions or updates.
Components affected
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Latest Updates ( sorted recent to last )
RESOLVED
1 day ago - at 03/19/2026 06:29PM
Kustomer has resolved an event affecting Prod 1 that caused failures with Kustomer's AI features.
After careful monitoring, our team has determined that all affected areas are now fully restored. Please reach out to Kustomer support at support@kustomer.com if you have additional questions or concerns.
MONITORING
2 days ago - at 03/19/2026 05:52PM
Kustomer has implemented an update to address an event affecting Prod 1 that caused failures with Kustomer's AI features.
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 at support@kustomer.com if you have additional questions or concerns.
IDENTIFIED
2 days ago - at 03/19/2026 05:34PM
Kustomer has identified an event affecting PROD 1 that may result in failures with Kustomer AI Agent features.
Our team is still actively working to implement a resolution. Please expect further updates within the next 30 minutes, and feel free to reach out to Kustomer Support at support@kustomer.com if you have any additional questions or concerns.
IDENTIFIED
2 days ago - at 03/19/2026 04:58PM
Kustomer has identified an event affecting PROD 1 that may cause failing Kustomer AI-Agent features.
Our team is currently working to implement a resolution. Please expect further updates within the next 30 minutes, and reach out to Kustomer support at support@kustomer.com if you have additional questions or concerns.
IDENTIFIED
2 days ago - at 03/19/2026 04:16PM
Kustomer has identified an event that is causing unresponsiveness in AIC/AIR.
Our team is working directly with our database provider in order to implement a resolution for this event. Please expect additional updates within the next 30 minutes, please reach out to Kustomer Support via Kustomer.com for any further questions or updates.
IDENTIFIED
2 days ago - at 03/19/2026 03:44PM
Kustomer has identified an event in AIC/AIR that may cause unresponsive functionality.
Our team is still continuing to work on implementing a resolution. Please expect additional updates within the next 30 minutes, please reach out to Kustomer Support via Kustomer.com for any further questions or updates.
INVESTIGATING
2 days ago - at 03/19/2026 02:42PM
Kustomer is aware of an event affecting AI for Customers and Reps that have resulted in them not responding.
Our team is currently working to identify the cause for the issue in order to implement a resolution. Please expect additional updates within the next 30 minutes, please reach out to Kustomer Support via kustomer.com for any further questions or updates.
Latest Kustomer outages
[Voice] [Trouble accepting Inbound Calls] [PROD 1] - 29 days ago
Reported Third Party Event - OpenAI - about 1 month ago
[Satisfaction Surveys] CSATs may not send for voice, email and sms channels - Prod 1 - about 2 months ago
[ROUTING] Chat and Voice conversations not routing [PROD 1 && PROD 2] - about 2 months ago
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