Degraded performance: AiCoPilot: Smart replies

Update timeline

1. investigating Mar 18, 2026, 03:02 PM UTC

   We are experiencing some difficulties with the AiCoPilot feature "Smart Replies". We are investigating the matter. Next update at 3:30 PM UTC

2. investigating Mar 18, 2026, 03:02 PM UTC

   We are continuing to investigate this issue.

3. investigating Mar 18, 2026, 03:48 PM UTC

   We are further investigating the matter. Thank you for your patience.

4. investigating Mar 18, 2026, 05:17 PM UTC

   Our engineering team is actively investigating the root cause. This might take some time to fully resolve and we will continue to provide updates here on daily basis. We apologize for any inconvenience caused and thank you for your patience.

5. resolved Mar 18, 2026, 07:52 PM UTC

   All known issues to this incident have been resolved. We thank you for your patience and cooperation. Post mortem about this incident will be posted within 5 business days.

6. postmortem Mar 26, 2026, 08:54 AM UTC

   _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._