Summary

On June 9, 2026, customers experienced delays in chat message delivery and related real-time updates for a portion of the morning. The issue was caused by a third-party service event affecting the infrastructure used to propagate real-time messaging updates. Service recovered the same morning, and current system health is stable.

Root cause

A third-party real-time messaging provider experienced elevated latency and intermittent publish failures in one of its regions. That disruption delayed delivery acknowledgements and other real-time updates in Kustomer. Messages continued to be stored successfully, but some updates were not reflected immediately in the client until the external service recovered or the client refreshed.

Timeline

• 9:05 AM EDT — Customer impact began, including delayed chat message delivery and stale real-time updates.
• 9:45 AM EDT — The third-party provider reported active latency affecting its service.
• 9:48 AM EDT — The provider reported mitigation and recovery.
• Shortly after recovery — Real-time behavior returned to normal and monitoring confirmed stability.

Lesson/improvements

• We added additional monitoring tied to the third-party provider's public service health signals so similar service events can be identified faster.
• We are improving alerting around real-time messaging errors to reduce time to diagnosis.
• We are continuing to review operational signals to better distinguish external service issues from internal platform issues.