What's new

Dixa news feed and changelog.

Improvement
June 11, 2019

Changes to the Conversations overview

In our efforts to better utilize different colors, so you know when to react to them, we have updated the Conversations overview to use new colors and added in more information. The change will be available on your account over the coming days.

New colors

We no longer use colors to differentiate conversations by channel. Instead, we now use colors to represent each conversation’s status: green if it’s open, blue if it’s a follow-up and grey if it’s closed.

This is to make it easier to see what the current status of each conversation is and is also consistent with how we display it on the conversation itself and when searching.

If you want to know the channel of a conversation, simply look at the icon or the conversation details beneath the title:

For all conversations except email, you can also see the channel in the title (for emails we show the subject instead):

More information

With this change, we have also added the i-button that you might be familiar with from a conversation. Clicking it gives you more information about the conversation, without having to open the actual conversation.

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New
June 04, 2019

Showing emails that fail to send

Sometimes when you send an email, it cannot be received by the recipient. You have most likely tried to receive those messages about emails not being delivered. Generally, it’s because the email address doesn’t exist or because it’s over its limit.

We now inform you if an email that you sent was not received. Emails failing is generally out of both your and our control, so we recommend trying to contact the customer on another email address or through another channel.

When sending fails, you will both receive a notification inside Dixa and you will be able to see it on the message itself:

Hovering over it will show more details about why it failed and what you should do resolve it.

There are currently three reasons that an email might fail:

  • The receiver does not appear to exist. Please ensure the mail address is correct and try again.(Reason: hard-bounce)
  • The receiver cannot receive the email right now. Please try again later.(Reason: Soft-bounce)
  • Sending address is most likely blacklisted. Try to send from another mail address. (Reason: Rejected)
  • Sending failed. Please try sending the email again.(Reason. Unknown)
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New
June 03, 2019

Favourite queues and agents

When you want to continuously keep track of specific queues and team members, you can now mark them as your favourites.

Favourite queues

On the Dashboard you can click the star next to a queue. This will place the queue at the top of the list as your personal favourite:

If you only want to see a list of your favourite queues you can click the drop-down at the top right and change to Favourite queues:

Favourites are personal, so each individual agent can mark their own favourites. Please note that favourites are saved on your computer, so if you switch to another computer you will need to mark your favourites again.

Favourite agents

On the new Team page, which is accessible to users with the Administrator role, you can mark specific agents as favourites. This is great if you're a manager who needs to keep track of specific people.

To mark an agent as favourite, you click the star next to agent. This will place the agent at the top of the list as your personal favourite:

If you only want to see a list of your favourite agents you can click the drop-down at the top right and change to Favourites only:

Favourites are personal, so each individual Administrator can mark their own favourites. Please note that favourites are saved on your computer, so if you switch to another computer you will need to mark your favourites again.

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New
April 05, 2019

A whole bunch of updates

In the past weeks we have added a slew of new improvements. Read all about them below.

A new email provider

Back in February, our email provider Mandrill was not working for a few days. This led to emails not being received. At Dixa we were not happy with the situation, nor the response from Mandrill, so we decided to move to new infrastructure provided by Amazon SES. We have now completed the move to the infrastructure!

Besides being on more trusted technology, it also means that there should no longer be long delays in mail delivery, which we have seen before. The new infrastructure will also help us in our future development.

We still have the option of switching back to Mandrill should SES go down, making our infrastructure even more resilient to any potential problems.

We saw a few bugs after the move, but have dedicated time to make sure we get everything fixed. If you experience emails that looks odd but were looking fine before, don't hesitate to reach out to our support.

Attach multiple files when composing email

You can now attach multiple files in one go when composing a new email conversation. This means that you can drag/drop multiple files or select multiple files in the file selection dialogue.

At the same time we also save these attachments as part of the draft, so if you are writing a draft, close it down and return to it later, then attachments are still there - before they would have disappeared.

Preview images and PDFs

When you receive images and PDFs on email, you can now preview the file without having to download it. This improves the speed at which you can read and identify an attachment.

You preview it by clicking the eye icon on a file:

You continue to download the file, by clicking the Cloud icon.

For inline images, you can click the image to see it in a larger size:

Clear distinction between yourself and other agents in conversation messages

We have made a clearer distinction between messages that were composed by yourself and messages composed by others. Your own messages will now be slightly purple, whereas messages from other agents will be grey. Messages from end-users continue to have a white background.

Print conversations

You can now print an email, by clicking the ... menu next to the message:

Clicking Internal Note tab will put focus in the text area

Before when you clicked the Internal note tab, you would have to click again in the text area before you could write your text. It's now automatically focused, so you only have to click and start writing.

Saving text, when a conversation is claimed from you

When you are writing a new message to a text-based conversation (chat, email, messaging, contact form) and someone by accident claim your conversation, you can claim the conversation back and the text will still be there.

Better way to identify conversations in sidebar

The sidebar has changed slightly, to make it easier to identify a conversation. Before, we would show the name of the customer, followed by the conversation ID for each conversation in the sidebar. But the conversation ID is not a great way to identify a conversation - nobody remembers a number.

So instead we have now removed the conversation ID and added the subject of the email. If the conversation is not an email we show our standard title, e.g. "Chat with Christian Colding" for chats.

Mailto links

When you have the Desktop app installed, clicking so-called mailto links will now open a new compose window in Dixa.

We already doing something similar for phone numbers, so if you click a tel: link, it will call up the specified number inside Dixa. This can for example be achieved through Excel:

https://dixa.elevio.help/en/articles/109

As said above, we now also support mailto: links, which will open a new compose window inside Dixa.

Faster exports

We've optimized our exports so they should be running faster now. It can still take a while before you receive them, but we've worked on making them faster. Speed is determined by how much data your are exporting, which depends on the time range you've selected and the amount of conversations you have. Therefore we don't know the exact time it takes to export - only that it is now faster than before.

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New
March 25, 2019

A faster desktop app

We have just released version 3.0.0 of the Dixa for desktop app.

With this release we are improving general speed, removing bugs and removing the Jabra integration which has been causing issues. If Jabra updates their integration in the future, we will of course look at adding it back.

We recommend that you always use the latest version of the Dixa app. If you are on a version lower than 3.0.0 we recommend that you download and run the app again. You can always find the latest update here:

https://dixa.com/downloads/desktop

On Mac you can check the current version by going to Dixa > About Dixa in the menu line at the top. On Windows 10, you can check the version number by right-clicking the app in the Start menu, and from the context menu select More, and click on App settings.

In versions after 2.0.18 the app automatically updates to the latest version, but there might be cases where the app has not been updated on your computer. So ensure that you are on version 3.0.0.

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New
March 13, 2019

Preview image attachments in emails

When viewing emails, you can now preview any attached image by clicking the eye icon:

This way you won't have to download the image to view it. You can still download the image by clicking the cloud icon.

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