Major incident

Channel.io: Temporary issue detected with AI ALF feature

Affected: 💬 Live Chat, 📞 Meet, 📧 Email, 🤖 AI ALF, ⚡️ Add-ons, 🔁 Integration, 🗂️ Contacts, 🧑‍💻 Customer Support Interface

Current status of Channel.io: Operational — live Channel.io status

Timeline

1. Apr 8, 2026, 06:20 UTC
   investigating
   Temporary issue has been detected with AI ALF feature. We are currently investigating the cause and will provide updates shortly. We apologize for any inconvenience this may cause.
2. Apr 8, 2026, 06:20 UTC
   investigating
   We are continuing to investigate this issue.
3. Apr 8, 2026, 06:24 UTC
   monitoring
   A fix has been implemented and we are monitoring the results.
4. Apr 8, 2026, 06:25 UTC
   resolved
   The temporary issue has been resolved, and the service is now fully operational. We apologize for any inconvenience this may have caused. - Incident Time: 2026. 04. 08 15:10 ~ 2026. 04. 08 15:25 (KST) - Affected Scope: Some channels using a specific LLM model (Claude) for ALF responses (List of channels attached below). - Cause: Service error (overload) from the provider of the specific LLM model. - Resolution: Switched to using a different LLM model for generating responses. - Measures to Prevent Recurrence: Plan to reduce the time required to switch LLM models in the event of a service error from the LLM provider.

Updates as published by Channel.io (original).