Architecture

Resolution from first principles

Replixa isn't a chatbot with KB search. It's a resolution agent that reads context, queries your systems, and acts — closing the ticket before a human ever opens it.

The resolution loop

Four stages. Every ticket goes through all four. Most never need a human.

Ticket Arrives Any helpdesk channel

Replixa receives the ticket via webhook or polling. Helpdesk platform remains the source of truth.

Context Assembly KB + account API

Relevant KB articles retrieved. Customer account data fetched live from your APIs. No stale cache.

Intent + Classification What does this ticket need?

Ticket intent classified against supported action types. Confidence score computed before any action is taken.

Execute or Escalate Close or hand off with context

Action executed directly, or response composed and sent. Escalations include full context summary — the human opens a prepped ticket, not a raw question.

Knowledge Base

Connects to your knowledge base as-is

No preprocessing pipeline. No re-authoring your docs in a special format. Replixa ingests your existing KB and stays in sync as you update it.

  • Notion workspaces and databases
  • Confluence spaces and pages
  • Guru knowledge base
  • Intercom Articles
  • Help Scout Docs
  • Custom URL scraping for hosted doc sites

Freshness indicator shows last sync timestamp. Out-of-date articles are flagged before Replixa relies on them.

Notion — Help Center workspace 142 articles
Intercom Articles 87 articles
Confluence — Internal runbook 31 articles
docs.yourproduct.com (scraped) 64 articles
Business System APIs

Executes actions, not just lookups

Replixa doesn't just read — it acts. Each action type requires a one-time API auth setup, then Replixa can execute autonomously within your defined policy rules.

Read account status, plan, feature flags, usage data
Initiate refund workflows within policy thresholds
Update subscription plan (with customer confirmation)
Send password reset link via auth provider
Create Jira or Linear issue with context pre-filled
Close ticket and post resolution summary
Escalation Logic

Escalation is a feature, not a fallback

Replixa escalates when it should — not when it's just uncertain. Escalation triggers are configurable, and every handoff includes the full resolution context your team needs to close it fast.

Confidence below your threshold — Replixa won't guess on edge cases
Policy rule match — certain ticket types always go to human by default
Tone signals — frustration or distress detected in message language
Explicit customer demand — customer asks for a human directly
Escalation handoff — ticket #5102
Escalated to human queue
KB lookup: 0 matching articles found for custom API edge case
Account: Enterprise plan, 14 months active, $4,200 ARR
Confidence: 0.31 — below threshold (0.65)
Customer sentiment: neutral — not urgent

Your agent opens a ticket with full context loaded. No re-reading the thread from scratch.

Ready to see it on your tickets?

Connect your helpdesk in minutes. No training, no model configuration. Replixa starts resolving from your existing KB on day one.

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