What's new

Dixa news feed and changelog.

Improvement
September 18, 2019

Product improvements

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

โฐ You can now specify follow-up times in 15min intervals

When scheduling a follow-up for a conversation, you sometimes want to be more specific than scheduling it at the full hour of the day. Now you can choose the time in 15min intervals.

โ„น๏ธ You can now see which queue a conversation was transferred to

When you open a conversation you can see what happened in the course of its lifetime. Previously you could see if the conversation was transferred to a different queue and now we have also added the name of the queue to this information, so you get a better idea of what happened.

๐Ÿ“Ž๐Ÿ“ง  A better way of attaching files when composing new emails

You can now use the paperclip icon to attach files to new emails that you are writing. This also means that you can easily preview, download and delete these attachments again.

This also means that we removed the previous way of attaching files:

๐Ÿ“”๐Ÿ“   Keep focus during wrap up time

Previously when you were adding a note to a conversation you were automatically taken out of wrap-up time and were offered a new conversation. This means time for e.g. adding tags or adjust other information on the conversation were cut short. We have now fixed this, so you stay in wrap up time even after posting a note to the conversation.

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Preview
September 04, 2019

Preferred Agent & Personal Offers

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. ๐Ÿ‘ฉโ€โค๏ธโ€๐Ÿ‘ฉ

Our Early Access Programs will allow you to get an early preview of what weโ€™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. ๐Ÿ”ฎ

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. ๐Ÿค

Learn more and sign up

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New
September 02, 2019

Improved Flows

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.

  • Complete redesign with better overview โœจ
  • Add new actions in the middle of a flow โšก๏ธ
  • Move or delete multiple actions at the same time โœ‚๏ธ
  • Easily see the path to a specific action ๐Ÿ”

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.

More overview

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.

Add new nodes anywhere

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.

Move or delete multiple nodes

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.

See the path

For more advanced flows, click an action and instantly see the flow leading you there, letting you understand how your flow flows.

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Preview
August 28, 2019

Conversational Assistant for Chat & Export Conversations API

Today we are launching two new Early Access Programs: Conversational Assistant for Chat & Export Conversations API.

Conversational Assistant for Chat

Weโ€™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.

  • Ask questions to the customer and route based on the answer. โ“๐Ÿ”‚
  • Let the Conversational Assistant send messages to the customer as they progress through the flow. ๐Ÿ’ฌ
  • Advanced prioritisation and routing for chat ๐Ÿ’ฌ๐Ÿ”›๐Ÿ™‹โ€โ™€๏ธ
  • Faster resolution time for standard inquiries โณ๐Ÿ˜Š

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Export Conversations via our new API

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.

๐Ÿ—ฝ New possibilities

API access to get a list of all your conversations

๐Ÿงถ Connect the dots

Use the export results for engagement metrics and to drive business processes

โœจ Seamless access

An elegant and standardised alternative to our CSV export feature

Learn more and sign up

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Improvement
August 06, 2019

Product improvements

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

๐Ÿ™…โ€โ™€๏ธ 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.

๐Ÿ” 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 ๐Ÿ‘ฉโ€โค๏ธโ€๐Ÿ‘ฉ

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