What's new

Dixa news feed and changelog.

Improvement
August 06, 2019

Product improvements

In our ongoing efforts to make the Dixa product better, we've recently added these new improvements:

🙅‍♀️ Highlight that another agent is already working on a conversation

Sometimes it's a little difficult to notice if another agent has already claimed a conversation that you might also be looking at. For these cases, we've now made sure that you get a warning if another agent is already working on the conversation, so there is no confusion and no double work done.

🔝 Performance updates across the Dixa interface

Have you noticed a little lag sometimes here and there? We have taken your words seriously and invested time and effort into optimizing the performance of the agent interface. This way Dixa can run even smoother now and you can put all your time in serving your customers 👩‍❤️‍👩

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Improvement
July 17, 2019

Product improvements

In our ongoing efforts to make the Dixa product better, we have recently added these new improvements:

Immediately see when a new Internal Note is added

When another agent adds a note to a conversation, the new note is pushed to all agents (just like a message):

This means that an agent who wants to help another agent, can do so in an internal comment and it will immediately be visible to the other agent.

Improvements when adding tags

We have updated how you add tags for increased speed and efficiency:

  • When clicking the Add tag button, the focus shifts to the search field immediately so you don't need to click twice to search for a tag.
  • The search field is cleared, when clicking a specific tag, so you can easily search again when adding another tag.

Download images that you are viewing

When receiving images in emails, you can view the image by clicking the eye icon.

From here you can now download the image directly by clicking the or press the “esc” key to close the pop-up.

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Improvement
July 17, 2019

Product improvements

In our ongoing efforts to make the Dixa product better, we have recently added these new improvements:

Immediately see when a new Internal Note is added

When another agent adds a note to a conversation, the new note is pushed to all agents (just like a message):

This means that an agent who wants to help another agent, can do so in an internal comment and it will immediately be visible to the other agent.

Improvements when adding tags

We have updated how you add tags for increased speed and efficiency:

  • When clicking the Add tag button, the focus shifts to the search field immediately so you don't need to click twice to search for a tag.
  • The search field is cleared, when clicking a specific tag, so you can easily search again when adding another tag.

Download images that you are viewing

When receiving images in emails, you can view the image by clicking the eye icon.

From here you can now download the image directly by clicking the or press the “esc” key to close the pop-up.

Change Opening hours in 15 min interval instead of only 30 min

Previously you could only select opening hours in half hour intervals when editing your flows (e.g. 17.30). Sometimes you have more granular opening hours, so we have now added the functionality to allow 15 min intervals (e.g. 17:15).

Analytics export files now include more data types

When you export data from the analytics section, you will now also find a column for Facebook page ID and Facebook page name. Moreover there are also two new columns to show phone number labels and inbound email addresses - previously we only showed queue name and which channel it is.

Support for hidden links in images in custom signatures

The custom signature editor has been changed to support HTML, which means it is way more flexible for styling. You can now, for example, have your logo image also act as a link that leads to your website. In order to help you create custom HTML signatures, we suggest using a tool like this: https://wordhtml.com/

Our Dixa Widget now has a much smaller file size

The size of the Dixa Widget has been significantly decreased, so it loads smoother on websites.

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Improvement
June 25, 2019

An improved writing experience

Writing great responses to your customers is core to building stronger connections. Today, we will begin the rollout of a new writing experience on email, chat and messaging.

You will find the updated experience when replying to customers, writing internal notes and when composing new emails.

It will be rolled out to all accounts over the coming days. Be ready for the updates that are coming, by reading all about it below.

More solid

We know that bugs and glitches can be distracting when typing that perfect response, so we have focused on creating a smoother and more solid writing experience. We now also have better ways of effectively improving any issues that might come up in the future.

Updated look

We have updated the look of the icons a bit making them slightly smaller and less intrusive, giving you have more focus on the text you are writing. Formatting is now available under the A icon, giving more focus to links, files, emojis and Quick Responses.

Here you can also clear the formatting if your text, by clicking the clear formatting icon to the right in the toolbar. This is great if you’ve pasted in content, that you want to look a bit more clean.

Links, images and headlines are kept, when using the Clear formatting button.

Inserting and attaching files

We now support dragging files and images into the text area to insert them. For emails you can choose whether the files/images should appear inline or be added as attachments to the email.

You can also attach files by clicking paperclip icon or insert them by clicking the upload button in the toolbar:

Oh and by the way, you can also copy paste in images to the editor.

Quick Responses

Quick Responses have been rebuilt to improve their effectiveness. When clicking the Quick Responses icon you can now search directly for any Quick Response.

As previously you can type = to insert a Quick Response, but we’ve improved the search, so when you type you don’t have to be as specific as before to find the right Quick Response. You also get a short preview of the Quick Response text so you can make sure you are using the right one.

Emojis

Emojis are becoming increasingly important when building connections with your customers. We’ve acknowledged that and added all emojis to the new emoji picker. You can also navigate emojis by category, making it easier to find that new cool emoji to use.

If you want to quickly insert emojis, simply type : and start typing.

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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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