From cost centre to growth engine: the Q2 2026 roadmap
Q2 was a big quarter for the platform, and it points clearly at where Dixa is heading. This is a recap of what is now live, what is in early access and what is coming in Q3, with the shift in thinking behind it. The full roadmap webinar is now live if you would like to watch the whole session.
What shipped in Q2 2026
Most of the quarter went into Mim, and the headline is promise detection. Large models sometimes commit to things they cannot deliver, like telling a customer they will escalate a case without the access to actually do it. A sub-agent now runs alongside Mim with a single job, checking the primary agent's work. If Mim makes a promise it cannot keep, the sub-agent prompts it to follow through, and if it still cannot, the conversation is flagged for a human to pick up. It is a safety net against hallucination, and we have not seen another platform do it this way.
Mim also picked up a task library for switching on common actions without building each procedure by hand, and we laid the technical foundations for Mim on voice, which is the big Q3 story. On the manager side, a new automation agent works behind the scenes to enrich conversations with summaries, tags and routing, which lifts data quality and lowers handling time.
There was plenty more across the agent workspace and integrations, from custom interface themes and a dynamic sidebar to a native Rivo integration for loyalty data. The full list is below.
Feature
What it does
Status
Mim quality & speed
A sub-agent flags promises Mim can't keep, alongside prompt, guardrail and tooling upgrades for stronger answers.
GA
Mim on voice, foundations
The first voice build of Mim. Interruption-ready, confirms details like order numbers and ends calls on silence.
Beta
Yotpo review channel
Manage and reply to Yotpo product reviews inside Dixa, filtered by rating threshold.
EAP
WhatsApp usernames
Reach WhatsApp customers by username instead of phone number. Built and ready, waiting on Meta's rollout.
Delayed
Custom form styling
Style embedded forms with your own colours, fonts and CSS so they match your brand.
GA
Agent UI themes
Eight sidebar themes plus custom theming, on a refreshed interface with new fonts, icons and spacing.
GA
Last & Preferred agent for business hours
Reservation timers respect working hours, so customers return to the same agent instead of starting over.
GA
Suggested conversation attributes
Co-pilot recommends custom attribute values per conversation for faster, more consistent wrap-up.
Beta
Dynamic conversation sidebar
Agents choose which cards appear in the sidebar, so the most relevant context comes first.
GA
Yotpo, Klaviyo & Shopify improvements
Quality-of-life upgrades across the three integrations our customers run most often together.
GA
Native Rivo integration
See loyalty status, points balance and VIP tier from Rivo without leaving a conversation.
GA
Automation agent
An AI agent that enriches conversations behind the scenes with summaries, tags, attributes and routing.
Beta
Smarter sentiment analytics
A per-conversation AI sentiment score that enriches reporting and can trigger automations.
EAP
Quick Reply dashboard
See how quick replies are used across templates, teams and individual agents.
GA
Extended Mim analytics
Understand how Mim uses your knowledge and tools, and how customers rate its answers.
GA
Messenger satisfaction surveys
Run satisfaction surveys on Messenger conversations, in-chat or by email.
EAP
EU data residency for voice
Buy phone numbers with voice data hosted in the EU. Existing numbers stay as they are, with no migration.
GA
Conditional integration visibility
Show or hide integrations in the sidebar by queue, tag or attribute to cut noise.
EAP
Knowledge public API
Create, update and organise Knowledge articles programmatically through a public API.
GA
Article versioning
Store, compare and revert Knowledge article versions without losing earlier work.
GA
GA general availability · EAP early access · Betadixa.com · resources & webinars
What's coming in Q3 2026
Q3 has two threads. Carry agentic AI across more channels, and ship the first metric that measures the business value of support.
Mim on Voice moves from foundations to first customers. Voice is harder than text, since it has to handle interruptions, frustration and different languages in real time. It also works as more than a first line, absorbing queue overflow and cutting wait times when volume spikes, which you can switch on by queue when demand climbs. Proactive WhatsApp messaging arrives API-first, so a customer action like placing an order can start a conversation. Automated knowledge will draft and update articles from past conversations, with a manager approving before anything publishes. And Co-pilot will generate full reply drafts for a human to review before sending.
What's coming in Q3 2026
Feature
What it does
Mim on Voice
Mim answers voice calls in major EU languages, handling interruptions, silence and frustration in real time.
Proactive WhatsApp messaging
Start WhatsApp conversations from a customer action like a placed order. API-first to begin with.
Automated knowledge
Draft and update Knowledge articles from past conversations, with manager approval before anything publishes.
AI generated drafts
Co-pilot writes a full reply draft for a human to review and edit before sending.
Recurring insights for agents
Weekly or monthly AI performance summaries per agent, based on real customer interactions.
Realtime dashboard improvements
Group queues by market, brand or region for one unified real-time view of performance.
Top bar UX improvements
A cleaner top bar with a simpler conversation creation flow and a better notifications experience.
Configuration sidekick
In-product AI help to build, modify and debug your AI agents and Dixa setup.
Sales Attribution Tracking Value Experience
Connect support conversations to revenue events and measure AI and human agents side by side. The first Value Experience metric.
Customer 360
Extend the contact timeline with external events like orders, shipments, returns and refunds.
Shopify & Shopify ecosystem
Continued improvements across Shopify, Yotpo and Klaviyo through the quarter.
ParcelLab integration
Native ParcelLab integration for post-purchase and where-is-my-order context inside Dixa.
Improved Analytics API
A rebuilt public Analytics API with broader metrics, built for both people and AI agents to query.
Planned for Q3 2026 · scope may changeNext update 29 September 2026, 15:00 CEST
The shift behind the roadmap
Sales Attribution Tracking is the first step into what we call the Value Experience era. For thirty years, customer service has been measured on efficiency and satisfaction, on speed, cost and CSAT. None of those numbers connect cleanly to revenue, which is why customer experience has always had a harder time making the budget case that marketing and sales make easily.
Value Experience changes the measure. When a support conversation and a revenue event, a completed checkout or a prevented cancellation, involve the same customer inside a set window, that revenue counts as influenced. The question moves from whether a customer was satisfied to which conversations influenced the sale or stopped the churn. For a B2C brand, that connects the team answering questions about sizing, delivery and returns directly to the orders that follow. It is built API-first, so it will not be limited to Shopify, and it measures AI and human agents side by side.
Watch the session
The full Q2 roadmap update, with a deeper look at Value Experience, is available here. The next update is on 29 September 2026 at 15:00 CEST. Register here!
Author
Alba Dalmau Díaz
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