Root Cause Analysis
A recent update to our chat widget iframe caused a simultaneous refresh across active user sessions. This sudden influx of traffic triggered automated denial-of-service protection rules at our edge cloud provider, temporarily throttling chat widget loading for a small subset of customers.
Resolution
Our engineering team identified the automated rate-limiting behavior and worked to restore normal traffic flow, resolving the loading issues across all impacted sessions.
Remediation and Preventive Actions
Review and adjust edge firewall and traffic throttling configurations with our hosting provider to ensure legitimate client traffic spikes are properly recognized.
Implement staged or gradual rollout mechanisms for chat widget iframe updates to prevent sudden, synchronized traffic surges.
