Building strong relationships with your customers is easier if they don't deal with a new agent at every new turn of a conversation. With Prefereed Agent and Personal offers, you get more control over which agent is offered a conversation. 👩❤️👩
Our Early Access Programs will allow you to get an early preview of what we’re building and help us to improve it before we make it a permanent part of Dixa. Today, we are launching a new Early Access Program for Preferred Agent and Personal Offers. 🔮
With this Early Access Program, 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 are launching two new Early Access Programs: Conversational Assistant for Chat & Export Conversations API.
We’re giving your chat widget a helper! Our new Conversational Assistant aims to help you automate those initial couple questions you usually ask customers when they begin a chat. This way you can route customers more accurately and spend your valuable time on the good stuff.
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.
Dixa is all about breaking down silos - also between systems. Therefore we are happy to announce that you are now able to export your conversations via our public API and use this data in any major data analytics tools of your choice.
API access to get a list of all your conversations
Use the export results for engagement metrics and to drive business processes
An elegant and standardised alternative to our CSV export feature
Today we are launching two new Early Access Programs: WhatsApp and Improved Flows.
Great friendships is about being where your friends are. And great customer service is about being where your customers are. So...we're adding yet another channel to the mix: WhatsApp!
Join the WhatsApp - Early Access Program to get an early preview of what we are building and help us improve it before we make it a permanent part of Dixa.
We know that building great flows is the foundation for a stellar customer experience and a massive time saver for teams. With improved flows you now get new superpowers when editing them.
Join the Improved Flows - Early Access Program to get an early preview of what we are building and help us improve it before we make it a permanent part of Dixa.
Want a peek into our crystal ball 🔮? We’d like to invite you to the launch of our Early Access Programs 🎉
Our Early Access Programs will allow you to get an early preview of what we’re building and help us to improve it before we make it a permanent part of Dixa.
Essentially, it’s a chance for you to help shape new features into their best versions and we’ll be kicking it off with Conversation Analytics 📈
Measuring the health of your business is core to ensuring growth and impact. This goes for measuring the health of your customers too. We want to provide you with more data to help you move your relationships forward, which is why we have built an entirely new data platform to support it.
Important: This Tuesday, we are introducing a completely redesigned conversation view. Please familiarize yourself with the features before launch as these will affect your workflow.
The biggest changes is that information like Queue, Channel, Direction, Status etc. is now a click away and not always fully visible (see "Manage conversation" below) and notes are now inline with the all other messages instead of being separate in the sidebar (see "Answer conversation" below).
At the heart of Dixa is the conversation you are having with your customers. And we have spent a significant amount of time to completely update the view, so you can answer faster and know more about your customer at a glance.
The new conversation view generally splits into three parts:
This gives you better overview and lets you more easily find what you are looking for. Each of the areas are described below.
At the top you can easily identify the conversation and its current status.
A green icon means it’s open, a blue icon means that it’s marked as follow-up and no color means that it’s closed. Please note that we no longer color this icon based on the channel and now only identify the channel by the icon. We expect to use the same colors in the Conversations overview soon.
Here you can also find all metadata about the conversation including the ID, Creation date, Queue, and Channel. Clicking the Info icon gives you further information about the conversation.
You can also view the current agent assigned and any agents who were previously assigned to the conversation:
Tags are now more prominent and appear directly under the conversation info, allowing you to better identify the conversation and add tags when needed.
Finally, as today you can change the workflow at the top of the conversation with Claim, Transfer, and Close. We have moved Follow-up here as well, keeping all workflow changing actions in the same area.
At the bottom of your screen, you will continue to answer emails and chats like you do today. But we have added in the ability to also manage the call you are currently on.
This is also where you can now find Internal Notes. These notes will be added directly inline in the conversation, so you can clearly see when they were added. At the same time, internal notes now feature all the same formatting features as when you reply to the customer.
From here you can also change the size of the reply field by dragging the three lines or send a transcript.
In the right sidebar you will now find all information pertaining to the customer you are currently communicating with including their name and contact details at the top and any integrations you might have.
If any of these cards are not relevant to you, you can easily collapse them by clicking the arrow to the top right. This will be saved across all conversations.
We’ve moved out Conversation info, Send transcript, Mark as follow-up and Tags to the Manage conversation area and Internal Notes to the Answer conversation area. We expect to move the Feedback and Tracking cards to the Manage conversation area at a later stage.
Throughout the entire interface, we have updated the avatars with a new color palette. We’ve also added initials so you can more easily identify the customer.
The new conversation view will be released to all accounts on Tuesday February 26. It will not be possible to revert to the old view, but we appreciate any feedback you might have.
We will post a reminder of the new view after it's been released to make sure all agents are informed of the changes.
Got questions? Don't hesitate to reach out!
Important: This update will roll out automatically to your account in the coming weeks, so please familiarize yourself with the changes.
We will inform you two days before it will be rolled out to your account. Please see “Rollout” section below.
We’ll soon be launching a new look to your chat widget, giving your customers a more beautiful and less Dixa-branded experience.
Please note that there is no functional changes to your widget. This is simply a redesign, with the same features as before.
After 3 years of the old design, it’s time for a refresh!
We’ve received feedback that the widget was looking a bit outdated and also had too much of a Dixa feel. While we obviously love our own design, we understand that your customers should not be exposed to it, but rather feel that they are interacting with your brand.
With the update we have removed all Dixa logos and made sure to make the widget more neutral to better suit your brand. We’ve also updated the size, so it seamlessly adjusts to large and small screens.
The widget continues to have a single color that you can customize, but we’ve cleaned up the design so no other colors are prevalent.
At the same time we have added an option for floating your chat widget, instead of having it stick to the bottom or the screen giving it added visibility. This option was previously only available when viewing the widget on a phone, but now you can show it on desktops too.
Once the new widget has been rolled out to your account, you will be able to change the appearance in the Widget Customization action in your chat flows.
The new design gives us more freedom to add new features too, so, stick around! Many more exciting features are in the works...
We are thoroughly testing the new widget now and expect to release it to all accounts within a few weeks. Once testing has been completed and we have a completely stable widget, we will inform you here 2 days before we roll it out to your account. Once rolled out, we will inform you once again, so you can see how it looks and let us know if you see any issues.
Got questions? Reach out to us via the chat at the bottom.