Target: Channels using email integration with the “Do not receive new inquiries outside business hours” option enabled (a separate notice will be sent to affected channels)
Due to a recent update, we identified an issue where email inquiries received outside of business hours remained in the “Preparing” state and did not appear in the inbox. We sincerely apologize for any inconvenience this may have caused.
◼︎ Impacted Period
May 15, 2025 (Thu) 9:20 AM – May 20, 2025 (Tue) 2:50 AM (EDT)
◼︎ Impacted Channels
Channels with “Do not receive new chats” enabled in Away status
Email-integrated user chats received outside of business hours
◼︎ Action to Be Taken by Channel Talk: Bulk Recovery
Recovery Period: Expected to be completed by Wednesday, May 28 (We will provide an update if the recovery is finished earlier than planned.)
Details: Email inquiries that remained in the “Preparing” state will be restored to “Opened.” Please note that multiple chats may open at once, which could trigger a large number of notifications.
If you do not wish to proceed with the bulk recovery, please let us know via chat by Friday, May 23.
◼How to Check “Preparing” Email Inquiries Before Recovery
1. Email inquiries received outside of business hours can be reviewed and handled directly from the inbox of your connected email service.
2. If needed, we can also provide direct chat links to the “Preparing” email inquiries. Please reach out via chat to request them.
We sincerely apologize again for the confusion caused by this unexpected issue, and we will continue doing our best to provide a more stable service.
Thank you.