On Tuesday Feb 19 we will update your Chat Widget to a new improved design.
This will affect your customers using your chat via your website, but not affect the agent workflow, where agents will handle chats the same way they do today.
Please familiarize yourself with all the changes by reading "Product Preview: New Chat Widget" below. Another post will be added here on Tuesday when the new Chat Widget has been rolled out.
If you have questions, don't hesitate to reach out to us.
Dixa is about being where the customers are. That’s why we've added a new channel to the mix: Facebook Messenger!
With the addition of Facebook Messenger, you can answer private messages you receive on your Facebook Page(s) in Dixa as new conversations and prioritize them with your other conversations.
Because we are a channel neutral platform, Facebook Messenger conversations work just like any other conversation in Dixa and include:
Note: While you can turn on/off Facebook Messenger in presence you still need to setup Facebook Messenger before it works (see setup below).
Tags, Notes & More...
Use all the features you're already used to, like transfer, close, mark as follow-up and sending messages. Oh and we have a neat little Emoji feature too!
You need to setup Facebook Messenger as new channel, which requires a rather advanced flow (thanks to Facebook), which can take some time to complete. You can set it up under Settings > Channels & Routing > Facebook Messenger.
*Facebook Messenger conversations can currently go into a queue, but do not have flow builder options yet. We expect to build these out at a later time.
You can now select multiple of the same parameter when filtering your list of conversations:
This means that you can, for example, see all Chat and Facebook Conversations that are Open and in multiple Queues. Go ahead, try it out!
You can now route calls based on the phone number that is calling. This action can be found in your Call Flow editor under Caller routing:
Once selected, you can specify which phone numbers you want to route by: language, country code, city code etc.
In the above example I am specifying the country code for Denmark, Sweden and Norway (aka Scandinavia). After specifying it, you can route based on whether or not it’s a match:
You can now offer calls or chats that have been abandoned as new conversations to agents. If a customer is calling or chatting and hangs up or ends the chat before reaching an agent (perhaps because of the wait time), you can offer the abandoned conversations to agents, so they can follow-up with the customer.
You probably won't want to follow-up with every single customer, but rather follow-up with specific customers like your VIP customers. Therefore, you can specify whether you want to offer abandoned conversations by queue:
Dixa provides a Microsoft Installer packages (MSI) for IT Administrators to install Dixa for Windows for multiple users. These packages are recommended for customers who need to deploy Dixa on hundreds or thousands of machines. If you don't need to deploy Dixa at large, please use the installer found here.
Who is the MSI installer for:
The MSI installer is best for companies where employees work from their own machine and want Dixa update automatically.
MSI installer features:
We are excited to announce that we have a new way to deliver product updates! The updates that have traditionally been described in our monthly Release Notes delivered to your inbox will now be displayed within Dixa as they occur for your convenience.
*If you do not see the gift icon, refresh your browser window or desktop app and it should appear.
You can now choose what sound you want for each individual channel (Email, Chat, Phone) and notifications under Settings > Profile:
We have 7 different sounds to choose from AND you can even choose no sound if you prefer silence.
When agents view an open chat conversation, they can now see if the end-user is offline:
The user is offline if they closed the tab with the active chat for more than 30 seconds. If they reopen the site they will no longer be offline. On mobile browsers, the user will be offline when the website isn't being viewed.
This should help agents to know if the customer will see their replies.
When viewing the Conversations overview you might occasionally see a little "Updating" pill on a conversation:
This means that we are currently updating our databases for this specific conversation. Once the update is completed, the pill will disappear and the conversation will either fade in or disappear depending on which filters you've chosen in the overview.
You can now disable the keyboard shortcuts under Settings > Profile:
We added this ability after seeing a few clashes with existing keyboard shortcuts. We try to avoid this, however, there is always a chance that we could be clashing with existing keyboard shortcuts, so this gives the agent the choice to turn them off.
You can now filter by Assigned in the Conversations overview. By clicking By assignee > Assigned you can see all conversations that are assigned to an agent:
You can as also always filter by Unassigned.
You can now click each of the queue names on the Dashboard to see the Conversations overview associated with each queue. Don't get it? Try it out by going to the Dashboard (that's the house icon) and clicking one of the queues to the left.
When you compose a new email, it will automatically select the outgoing email address you used last. This means you no longer have to specify the outgoing email address every time you write an email unless you are changing it.
We are excited to announce that Dixa will soon welcome a new friend to the platform, Facebook Messenger! To get a sneak peek, check out our latest Product Preview.
You can now select multiple parameters when filtering in your Conversations Overview. This means that you can filter: Sales Queue + Chat + Open, for example.
We also added in the ability to filter based on direction (Inbound, Outbound or Internal) and moved the Unassigned filter option under the Assignee filter. Your own conversations can be found by filtering under the Assignee filter.
Additionally, we’re currently working on the ability to filter based on multiple filter options within a single parameter (e.g. Phone + Chat), so stay tuned!
You can now transfer any conversation to a queue even if it has already been Closed (or is marked as Follow-up). This allows agents to act on Closed conversations that need more work.
When a Closed conversation is transferred to a queue, it becomes “Open” again and will be offered to available agents in that queue.
Conversations occurring in real-time are always prioritized over re-queued conversations when offered to agents.
When a call or chat has been closed, agents can start a new conversation by simply clicking “Make call” or “Compose email” at the bottom of the conversation. This starts a new conversation with the customer.
We are no longer automatically converting Follow-up phone conversations to “Callbacks.” This means that when you accept an offer for a Follow-up phone conversation, it will not automatically call back the customer as it has previously done. We've also made it clearer that it's a Follow-up conversation that is being offered.
You can now select which outbound callback number you prefer to call customers back from.
Go to: Call flow > Edit Callback action > Select callback outbound number.
In the next couple weeks, we will be rolling out a collapse feature for the left sidebar (that's the purple one) giving you more space to focus on the important stuff. Collapsing and expanding the sidebar can be achieved by hovering over the right side of the sidebar and clicking.
Your team list will be hidden once the sidebar has been collapsed, but clicking the team icon at the bottom will expand the sidebar and show your team list.
In case you missed our latest product release, we will soon be launching a minor redesign of the agent interface. The first part of the redesign solely consists of updating the colors, fonts and icons used within Dixa to better match our brand. There will be no changes to Dixa’s functionality and everything should work the exact same as it does today!
The second part consists of moving user presence management from the sidebar to the center of the application and reducing the amount of channels that can be enabled.
Before you transfer a call, you can now talk to the agent that you are transferring to. At the same time we've optimized how transfers work, making the user experience easier to understand, fixing bugs and simplifying the actions.
To talk to the agent before transferring a call, go to an open phone conversation and click Transfer > Transfer to agent > [Select agent] > Talk to [agent] first.
You can now search all notes written in conversations. To do so, enter a search string in the search field at the top of the interface and scope it by Notes to only display the notes where the search phrase appears.
In addition to “Best match,” you can now also do an “Exact match” search when searching. With Exact match, you only get results that match exactly what you've written. This is especially beneficial for order numbers, which tend to be very similar.
We've added the first keyboard shortcuts to Dixa to help you be even quicker! For example you can easily accept/reject a conversation offer or close a conversation.
A tooltip is shown for actions that support keyboard shortcuts.
Offered to last assignee
When a conversation that has been marked as “follow-up” expires, it will now be offered to the last agent assigned to the conversation first.
If the assignee is working and workload limit has not been reached we will offer the conversation to the assignee. If the assignee rejects the conversation or goes offline, it will be offered to the queue.
Transfer closed/follow-up conversations
Agents are now able to transfer closed Phone and Chat conversations as well as conversations marked as follow-up back to the same queue or to a different queue.
Once the phone call or chat ends, the conversation is automatically closed because there is no longer a customer on the other end. If you transfer the conversation back to a queue, it will become open again and will be offered to agents in the queue. This allows agents to still act on the conversation - e.g. sending a new email or calling the customer back.
Companies can now control the presence of an agent over the API. This means that if you are running Skype for Business for example, you can create an app that links the two together, so that when you set yourself as offline in Skype, it sets you to offline in Dixa.
Chrome Autoplay policy
With the newest release of Chrome, audio is generally blocked from playing automatically until you interact with it. We’ve added a notification to let you know when sounds are not enabled, so you can enable them.
Dixa now supports Japanese, Russian, Polish and Turkish when announcing queue position and callback announcements on phone calls.
Check out what's new in Dixa! We've rounded up our top product enhancements and updates for you below:
Don't worry, you will still receive desktop notifications when sound is disabled but you won't hear any notifications when you are on a call.
Even if our email service provider goes down–we have a system in place that allows us to make sure your emails still get sent. If this happens, we simply queue your emails and send them as soon as the service is back up.
Dixa now supports Italian and Romanian when announcing queue position and callback announcements on phone calls.
Oh, and our chat widget now supports French too. Oui, Oui!
Developers building integrations with the Dixa API can now authenticate against our API without having to get a key from us manually. Developers can create these keys themselves under Settings > Integrations > Configure API Tokens.