Building and maintaining your flows is central to great experiences for your customers and with the new powerful flows you get new superpowers when editing them.
Today, we start the rollout of the Improved Flows and they will be available on your account within the coming days.
Once enabled, you can test out the improved flows by going to Settings > Phone > Edit flow or Settings > Chat > Edit flow or Settings > Email > Edit flow.
You no longer have to look for that actions in your flow that you want to edit. Now you can easily identify each action and its settings right from the overview.
You can now add new actions in-between existing actions for that extra speed. You simply cut the connection between two actions, which allows you to put in new actions. Once done, simply connect the actions again.
Click twice on an action, to select all of the actions below. You can now drag these in one swift movement making it easier to build a more understandable flow. Oh, and you can also delete them.
For more advanced flows, click an action and instantly see the flow leading you there, letting you understand how your flow flows.
At the heart of any good relationship is the history that you share.
Today, we start the rollout of the Timeline, which helps you easily get an understanding of your conversation history with each customer. The Timeline will be available on your account within the coming days.
The Timeline lets you:
The new Timeline is available on all conversations and lets you see every conversation you’ve previously had with each customer across channels, highlighting the most recent conversations. This way you can easily navigate to recent conversations that might be relevant for your current conversation.
But you can also get a quick overview of your entire history with each customer by taking a look at the smaller markers, where each line represents a conversation:
By simply looking at the lines, you can quickly understand if you’ve ever communicated before and how often you communicate.
The relationship you have with your customers is continuous - like a good friendship. We already tie conversations with the same customer together across channels (viewable from the conversation history) and we’ll make this relationship even clearer with a timeline coming soon.
But sometimes you need to reach out to others as part of your ongoing relationship with your customers.
That why we wanted to tell you about an exciting new feature called Side Conversations, which you might have noticed when answering conversations.
Side Conversations allows you to have conversations on the side of your existing conversation. Why is this needed? Sometimes you need to reach out to others to ensure you solve the customer’s problem. Maybe it’s one of your colleagues, maybe it’s the shipping provider or maybe it’s an external warehouse.
With Side Conversation you gain the overview you were previously missing. A side conversation is tied back to the conversation you are having with your customer, ensuring it’s always easy to find.
Side Conversations have all the features of normal conversations, meaning you don’t have to compromise. For now we only support email, but phone is coming because you should be able to write and call when you need to solve a customer’s issue.
New functionalities in Side Conversations at a glance:
✅ Create related conversations directly from the text editor
✅ Copy paste text from the original conversation in one click - so it’s easier to reference
✅ See all Side Conversations you created with ease
✅ Easily identify Side Conversations via the visual hierarchy
You will have the ability to create a Side Conversation directly from the text editor on all conversations:
For a quicker workflow you can copy paste text from the original conversation with one click, so you can easily convey the context of your request to any third party.
Once you send your Side Conversation, you will always see it attached to the original conversation. This is indicated below the conversation:
This means a Side Conversation is tied back to your conversation with your customer, ensuring it’s easy to reach. So, navigating between conversations and Side Conversations is intuitive and quick:
When you want to send a transcript of a conversation, you can now see the transcript pasted into your new message and add any context needed for the receiver.
For now you cannot see your signature in a transcript but it will be automatically added, so no need to paste it in again.
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:
When you want to continuously keep track of specific queues and team members, you can now mark them as your favourites.
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.
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.
Today we are launching a new Team page for all Administrators, giving you a full screen view of all your agents and their current workload.
It’s accessible from the sidebar by clicking the new Team icon (please reload if you don't see it):
Until today, you would have to use the sidebar to see what agents were doing. And, while it works well for a quick glance at who’s online, it doesn’t provide much more information without having to click into each agent.
With the Team page, you can view all agents’ current workload at a glance:
(A filled grey pill indicates that the channel has been enabled by the agent. It's further highlighted with a darker text color, if the agent has assigned conversations on that channel)
By clicking an agent you can see the conversations they are working on, including details like creation date, status and who it’s assigned to:
With a full screen view of your entire team, we now also have a new home for features we want to add in the future - to allow for better team management. Let us know in a comment below what you're missing when managing your team.
The Team page is accessible to all users with an Administrator role. The team list in the sidebar remains available to all agents and administrators.