What we shipped
Product updates from the Replixa team. We ship weekly — new integrations, accuracy improvements, new action types, and UI fixes. Everything that goes to production shows up here.
May 28
Salesforce Service Cloud is now available as a helpdesk connection. Replixa reads Cases, resolves via case activity, and can pull Account and Contact data from the CRM simultaneously in a single auth flow. Bidirectional sync with configurable case status mapping.
May 21
Improved confidence score calibration for billing and account-state ticket types. Previously, some borderline-resolvable tickets were escalating due to over-conservative scoring. v2.4 recalibrates thresholds using data from the past 90 days. Teams on Growth plan will see a ~3-5% improvement in autonomous resolution rate on billing categories.
May 14
Replixa can now initiate credit notes and refunds via Chargebee within your configured policy rules (amount limit, time window, plan eligibility). All refund actions are logged in the audit trail. Requires Chargebee API connection with write scope enabled from the integrations dashboard.
May 07
The resolution history table now supports filtering by date range, resolution type, and escalation reason. CSV export added for compliance and reporting use cases. Growth and Scale customers can also query history via the Replixa REST API.
Apr 30
Front connector now in beta. Replixa drafts replies on Front conversations and can auto-send or queue for agent review based on your confidence threshold setting. Opt-in beta available to Growth customers — contact us to enable.
Apr 23
Reworked the retrieval scoring to give more weight to recency and structural proximity (headings, sub-sections) when retrieving KB content. Particularly helpful for teams with large, structured Confluence or Notion workspaces where article density is high. Average retrieval precision improved ~8% on internal benchmarks.
Apr 16
When Replixa escalates a ticket that matches a product bug pattern, it can now optionally create a Linear issue pre-filled with ticket content, account context, and reproduction steps extracted from the conversation. Requires Linear API connection. Configurable by ticket category and escalation reason.
Apr 09
Help Scout Docs is now a supported KB source. Syncs article collections via Help Scout API. Category structure is preserved and used to improve retrieval context. Available on all plans.
Apr 02
Growth and Scale customers can now edit escalation rules directly in the dashboard without contacting support. Set confidence thresholds, define policy-based always-escalate rules, and configure tone-detection sensitivity from the Escalation settings panel.
Mar 26
Improved detection of emotional tone signals that should trigger human escalation — specifically frustration ("this is ridiculous", "I've contacted you 5 times") and distress ("I'm going to lose my job over this"). Previously, some of these were resolved autonomously when they should have been escalated. False negative rate on high-urgency tone signals dropped by ~40%.