Major incident

Channel.io: Temporary issue detected with Customer Support (Inbox)

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. Sep 1, 2026, 06:02 UTC
   investigating
   Temporary issue has been detected with Customer Support (Inbox) feature. We are currently investigating the cause and will provide updates shortly. We apologize for any inconvenience this may cause.
2. Sep 1, 2026, 07:37 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: August 31, 2026 20:00 ~ September 1, 2026 16:00 (KST) (approximately 20 hours) - Affected Scope: Channels using scheduled features such as consultation status changes and follow-up email sending - Incident Details: 1) Scheduled consultation status changes were not processed correctly 2) Follow-up emails were not sent correctly 3) Other scheduled tasks were not processed correctly - Cause: During service improvement work, some servers behaved unintentionally, causing scheduled tasks to be recorded as completed even though they had not actually been processed, which prevented automatic retries. - Resolution: Upon identifying the issue, we took immediate action to ensure tasks are processed correctly, improved the system so tasks are only marked complete once actually finished, and added immediate detection for abnormal server behavior. We will continue to strengthen monitoring to prevent similar issues from occurring again.

Updates as published by Channel.io (original).