Major incident

Channel.io: Issue detected with Channel Talk system

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. May 18, 2026, 01:32 UTC
   investigating
   Channel Talk system is experiencing an issue. We are currently investigating the cause and will provide updates shortly. We apologize for any inconvenience this may cause.
2. May 18, 2026, 02:06 UTC
   monitoring
   A fix has been implemented and we are monitoring the results.
3. May 18, 2026, 02:37 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: May 18, 2026 10:03 ~ 11:14 (KST) (approximately 71 minutes) - Affected Scope: Delays in inbox loading, IVR response, and App Store settings screen access in some environments during the incident period - Cause: Repeated data lookup requests in App Store-related features caused a temporary surge in load on the server managing the data, which also delayed other requests using the same server. - Resolution: The processing path causing the load was temporarily disabled to restore service. Going forward, the affected processing will be separated into its own flow, and frequently used information will be stored in advance for faster access. We have also adjusted request volume and processing time to prevent similar load from accumulating again. We will continue to strengthen monitoring to prevent similar issues from occurring again.

Updates as published by Channel.io (original).