Building closer relationships with customers is easier if your customer does not deal with a new agent at every new turn of a conversation. Your customers should talk to a familiar agent - as much as possible. So we want to help you by giving you more control over which agent is offered a conversation. We help you to establish which agent customers recently talked to the most and which they talked to last, so you can optimise your routing.
Today, we start the rollout of the Preferred Agent & Personal Offers feature and it will be available on your account within the coming days.
In order to better route and prioritise customers in chats you sometimes want them to answer a few questions to better understand what they are trying to achieve. Or you want to present them with other options than contacting an agent - e.g. signing up for a demo.
Today, we start the rollout of the Conversational Assistant for Chat and it will be available on your account within the coming days.
We have added new actions to allow for more advanced chat flows. This means the customer will have an automated conversation with the Conversational Assistant in the chat widget before the chat gets to an agent.
Especially email messages can get very long, so it might be difficult to find the start of the message in your conversation. We now have added a "Go to the top of the message" button to all of your long messages.
Simply click on the ⬆️ arrow and scroll straight to the top of long messages!
We have added a "Sent" button to the chat widget. This also means that we have moved the emoji picker to the left side, so now your customers can send their message under any circumstances.
Additionally we have also added your agent's avatar into the widget! This means if your agents have uploaded images for their profiles, then it will show for your customer in the chat widget. If your agents have not yet uploaded any profile images, then the chat widget will just show as before.
In case you do not want to show profile images as avatars in your chat widget, you can simply delete the profile images from your agents - read more about that below 👇
You can now delete images that you had uploaded to your avatar in Dixa via the new "Reset avatar" functionality. Simply go to Settings > Profile > Reset avatar.
Great friendships are about being able to connect, whether it be in-person or online. That’s why we are excited to be introducing WhatsApp as our newest channel! And don’t worry, this channel will work just like any other channel in Dixa to keep your experience and your customer’s experience consistent.
Today, we start the rollout of WhatsApp as a new channel and it will be available on your account within the coming days. 1.5 billion use WhatsApp to communicate, why not give them the option to reach you there too?
Sometimes you want your customers to engage with you in a more structured manner and have them fill in a branded webform on your website. Starting such conversations via a webform can now be a seamless experience, because you can have your webforms simply create a new conversation in Dixa via our API.
Sign up for the Early Access Program today and discover new possibilities:
In our ongoing efforts to make the Dixa product better, we've recently added these new improvements:
When searching, you can select whether to search by the best match or the exact match. We are now saving your choice, so when you navigate back to the search page you will continue to search with the match you previously specified.
Previously you could only claim closed email conversations. We have changed this now, so you can also claim closed chat, contact form, voicemail and phone conversations.