Value Experience gets its first number: the Q3 2026 roadmap
Q3 was the quarter Value Experience moved from idea to product. This is a recap of what is now live, what is in beta and early access, and what is coming in Q4, with the thinking behind it. The full roadmap webinar is available if you would like to watch the whole session.
What shipped in Q3 2026
Voice was the headline. Mim on Voice is now in beta for interested customers, answering calls in all major EU languages with localised voices, including UK and US English. Voice needs a different kind of conversation design from text. Mim recognises pauses, long calls, signs of frustration and sensitive topics, and adapts how it responds. It also swaps links and images for answers that work when spoken. And it is fully compliant with the EU AI Act.
The other big step was Sales Attribution Tracking, now in beta. It connects revenue events with customer interactions across voice, email, chat, SMS, social and in-app. That means you can report revenue per agent, AI and human side by side, and export the attribution data. It is the first Value Experience number in the product, and more on why that matters below.
For agents, Co-pilot now writes AI generated drafts in early access. The drafts are powered by the same tools, procedures and knowledge as Mim, in your organisation's voice or the agent's own. Automated knowledge turns past conversations into article drafts for your team to review and publish. Customer 360 brings orders, shipments and other external events into the contact timeline.
There was plenty more across the platform. Version control for Mim lets you test changes without touching what is live, and Proactive WhatsApp messaging lets a placed order start a conversation. A new WooCommerce integration and a two-way Recharge integration arrived too. The Messenger and satisfaction survey now meet European Accessibility Act requirements. The full list is below.
| Feature | What it does | Status |
|---|
| Mim on Voice | Mim answers calls in all major EU languages with localised voices, including UK and US English. Handles pauses, frustration and sensitive topics, fully EU AI Act compliant. | Beta |
| Mim improvements | Translated handover messages, variables in personas and procedures, tool usage breakdowns, sharper over-promise detection and auto-tagging of Mim conversations. | GA |
| Mim version control | Save changes as versions, test them without touching production, choose which one is live and roll back at any time. | GA |
| Proactive WhatsApp messaging | New API endpoints let external systems start WhatsApp conversations from events like a placed order or a delivery update. | Beta |
| SMS continuation setting | Set a time threshold for whether a returning SMS continues the previous conversation or starts a fresh one. | GA |
| Accessible Messenger & surveys | The Messenger web widget and satisfaction survey now meet European Accessibility Act (EAA) requirements. | GA |
| Automated knowledge | Co-pilot drafts Knowledge articles from past conversations in your house style, for maintainers to review, edit and publish. | Beta |
| AI generated drafts | Co-pilot writes a first reply draft using Mim's tools, procedures and knowledge, in your organisation's voice or the agent's own. Agents review, edit and send. | EAP |
| Customer 360 | Bring events from transactional, marketing and operational systems into the contact timeline, right next to Dixa activity. | Beta |
| Realtime dashboard improvements | Group queues into Favourites for one aggregated view by market, brand or region, plus abandoned counts at queue level. | GA |
| Top bar UX improvements | A redesigned, simpler top bar with a smoother conversation creation flow and less visual clutter. | EAP |
| Agent UX improvements | .heic previews, conversation language control, audio file renaming, activity log filtering and accessibility upgrades. | GA |
| Administrative sidebar control | Admins set up the conversation sidebar for the whole organisation, with conditional visibility for cards. | EAP |
| Custom Cards variable alignment | Use contact and conversation attributes in Custom Cards, build one card that works across every channel and add your own icon. | GA |
| Intent detection in automations | The intent detection node from email flows now works in automations, for better social media routing and automatic tags and attributes. | EAP |
| Sales Attribution TrackingValue Experience | Connects revenue events with customer interactions, with per-agent revenue reporting and data export for AI and human agents alike. | Beta |
| Shopify & Shopify ecosystem | Shopify workflow upgrades, Yotpo reviews and loyalty, a two-way Recharge integration, loyalty-aware routing with LoyaltyLion and Klaviyo predictive analytics. | GA |
| WooCommerce integration | See customer details, billing email and the five latest orders with notes, value and payment method, with a link to the WooCommerce profile. | GA |
| Improved Analytics API | Broader aggregated and unaggregated data, richer filtering and better documentation, built for people and AI agents to query. | EAP |
| Pause recording after transfer | Automatically stop call recordings when a call is transferred, configured per queue or per phone number. | GA |
| Unified search | Conversations overview and search merged into a single page, and Contacts keeps the filters from search. | GA |
| Custom Away Status reporting | Custom Away Status aggregates in Presence reporting, pinnable to custom dashboards and exportable to CSV. | GA |
| Advanced Insights presets & exports | Presets keep your column selection, and CSV exports follow your selected columns and their order. | GA |
| API token permissions | Granular control over what each API token can do when connecting third-party systems to Dixa. | GA |
What's coming in Q4 2026
Q4 pushes further on three fronts: more of Mim, more context on every customer, and sales attribution for Shopify brands.
Mim on Voice expands to more languages across Central, Balkan and Eastern Europe. It gets more voices and accents, overpromise detection on calls, and help for customers while they wait in queue. Mim's EU AI Act compliance extends to chat and email. Contact Memories gives Mim and human agents the same short briefing on who they are talking to the moment a conversation opens. The Configuration sidekick brings in-product AI help for building and debugging AI agents. And Sales Attribution arrives for Shopify, using the integration you already have, with no additional connection needed.
| Feature | What it does |
|---|
| Mim on Voice, expanded | More languages across Central, Balkan and Eastern Europe, more voices and accents, overpromise detection on calls and Mim helping customers while they wait in queue. |
| EU AI Act compliance for chat & email | Mim's EU AI Act compliance extends from voice to chat and email. |
| WhatsApp interactive elements | Agents and admins send WhatsApp-native interactive elements for richer conversations, building on proactive messaging. |
| Knowledge improvements | Help centre articles built for SEO and GEO, drag-and-drop images, category descriptions and public help centres that meet EAA rules. |
| Contact Memories | A short briefing on each customer the moment a conversation opens, from language to delivery and contact preferences, shared by Mim and human agents. |
| New Conversations overview | Choose and reorder columns, switch to a compact view, act on conversations from the preview and jump back to recent searches. |
| Verified Messenger users | Verify contacts with a one-time password sent by email or SMS. |
| Notification redesign | A redesigned notifications experience, following on from the Q3 top bar update. |
| Configuration sidekick | In-product AI help to create AI agents, edit their procedures, instructions and tools, and debug why Mim answered the way it did. |
| WhatsApp satisfaction surveys | Ask for feedback inside the WhatsApp conversation, or send the survey by email or SMS instead. |
| Native Bloomreach integration | See a contact's segmentation, latest outreach messages and registered contact details while you talk to them. |
| Agent activity log | A per-agent log of logins, presence changes, Away Statuses, wrap-up times and more, for clearer oversight. |
| Advanced Insights & AutoQA | New metrics like offers, assignments and wrap-up duration, team and initial queue filters, and AutoQA prompt and model upgrades. |
| Sales attribution with ShopifyValue Experience | Credit completed Shopify sales to the agents who helped make them happen, using your existing Shopify integration. |
The shift behind the roadmap
Last quarter we introduced the Value Experience era. This quarter it got a formula and a first number.
Think about how a budget conversation usually goes. Marketing tells the CFO that 10,000 in spend will generate 100,000 in new leads. Sales says the same 10,000 will close 100,000 in new business. Customer service says it will lift CSAT by five percent. Only two of those connect to revenue, and that gap is what Value Experience is built to close.
The idea is simple: the value of a conversation minus the cost of delivering it. Cost is already well understood and instrumented, from agent time to tooling to escalations. Value has gone largely unmeasured until now. That covers the resolution delivered, revenue protected, sales attributed, and trust and advocacy earned. We are starting with short-term value like attribution and upsell, and working towards longer-term measures like brand and referral.
That is only possible because Dixa is a platform. Every Value Experience metric builds on the same foundation that already powers more than 60 million conversations a year:
- one interface, routing and reporting;
- a single view of the customer and their orders;
- AI agents that are already live.
Watch the session
The full Q3 roadmap update, with Jakob and Dragos, is available here. Next up is Inside Mim: How It Really Works on 21 October, a deep dive into Mim's use cases and guardrails. Register here!
