Your customers' conversations can go through a lot of different stages. The more complex your workflows, the more essential it becomes to gain a good understanding of what happened in between the stages, especially for quality control, escalation agents or when debugging flows. Our newest feature, the activity log, will now help you with exactly that.
Holistic overview - Get a full understanding of the conversation in one view
One click access - Investigate a conversation right in the agent interface
Exportable data - Request the conversation history through our API
Be aware that in order to be eligible for this Closed Beta Program, your organisation has to be signed up on the Premium or Platinum pricing plan.
Over the coming weeks, we will be improving the usability of our search function within Dixa and rolling out a number of updates.
Often times, it is essential to find multiple conversations about the same issue or filter on several parameters at once. We want to make it easier for you to accomplish this within Dixa so you can make the most of your time ⏱
What will change?
We will be adding dropdown filters to our search as well as new tab-navigation options. Our enhanced filtering and updated navigation will enable you to add additional parameters when searching so you can drill-down and find the information you're looking for faster 🕵️
Feel free to reach out if you have any additional questions regarding these updates.
Sometimes agents have a need for initiating another call, or creating a conference call, when already being on a call with a customer. That is now possible in Dixa. When on a call, open the dial pad and press Add call.
👋You can add more than one caller, by pressing the Add caller again.
Dixa now supports the detection of languages that type from right to left, which means that the text direction gets automatically detected in the beginning of every new paragraph. All formatting options are also available in “right to left” text direction ⬅️
🚩 Disclaimer: this feature is currently only enabled for typing in the text editor and not yet for pasting in texts or quick replies, which will be added in the coming weeks.
Thanks to everyone for passionately advocating for the Conversation History card in the side bar! We sincerely apologize for the early removal of this feature and have now enabled it again.
We understand that the Conversation History card has valuable information that our Timeline is currently still missing. We will work on improving the Timeline and will keep the Conversation History card until that is done.
We are happy about more feedback around why you are using the Conversation History card, so we can make sure to explore all use cases for the Timeline!
Today we have removed the conversation history card in your side bar in order to give more weight to the conversation timeline that shows you the context and frequency of your relationship with your customer.
The timeline lets you: