Dixa experienced issues with the Smart Reply feature in AI CoPilot on 18 March 2026.
Summary
18 March 2026 at 14:37 CET - 20:20 CET, customers experienced issues with the Smart Reply feature in AI CoPilot. Agents were unable to use Smart Reply.
Root cause
A code change introduced a regression that caused agents' browsers to block completing the request to load Smart Reply suggestions.
Timeline
At 14:37 CET on 18 March 2026: Issue flagged internally after several customers reported the issue
At 15:33 CET: Engineering investigates and attempts an initial rollback, which does not resolve the issue.
At 16:02 CET: Status page updated to "Investigating" — customers notified of difficulties with AiCoPilot Smart Replies.
At 16:48 CET: Status page updated — engineering continues to investigate.
At 18:17 CET: Status page updated — root cause investigation ongoing
At 20:20 CET: The knowledge-backend service is successfully rolled back to a stable version, restoring Smart Reply.
At 20:52 CET: Status page updated to "Resolved" — all known issues confirmed resolved.
Solution
The immediate solution was to roll back to a stable version from prior to the breaking change, restoring Smart Reply for all affected customers.
Long term, the team will review the offending commit before re-deploying to prevent similar regressions from reaching production undetected.
We sincerely apologise for the inconvenience caused by this issue.