Outage in Kustomer
Chats, Emails, Routing latency PROD 1
Resolved MinorIncident Report
Summary AI Generated
Kustomer experienced latency issues affecting chat and email channels, causing delays in sending, receiving, and routing messages for 1.1 hours. The incident was caused by an underlying infrastructure change that impacted message delivery across the platform. The issue was resolved by reverting the problematic infrastructure change, fully restoring all affected services.
Kustomer is aware of an event affecting chats, emails, and routing that may cause latency with sending, receiving, and routing messages.
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 at support@kustomer.com for any further questions or updates.
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Latest Updates ( sorted recent to last )
RESOLVED
9 days ago - at 06/02/2026 03:53PM
Kustomer has resolved an event affecting Prod 1 that caused chat, email, and routing latency. To resolve this issue, our team reverted an underlying infrastructure change as a precaution, which helped stabilize the service.
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
9 days ago - at 06/02/2026 03:27PM
Kustomer has implemented an update to address an event affecting chat, email, and routing that caused latency in sending and delivering messages.
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
9 days ago - at 06/02/2026 03:19PM
Kustomer has identified an event affecting chats, emails, and routing that may cause latency with sending, receiving, and routing messages.
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.
INVESTIGATING
9 days ago - at 06/02/2026 02:47PM
Kustomer is aware of an event affecting chats, emails, and routing that may cause latency with sending, receiving, and routing messages.
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 at support@kustomer.com for any further questions or updates.
Latest Kustomer outages
[Channels] [Platform Latency] [Prods 1 and 2] - 1 day ago
WhatsApp messages failing Prods 1 + 2 - 15 days ago
Chat - Messages Failing & Assistant Issues - Prod-1 - 28 days ago
[Gmail]Email Connectivity & Send/Receive Issues - Prod 1 & Prod 2 - about 1 month ago
[DRAFTS] Internal API Errors (Prod1) - about 2 months ago
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