Writing internal notes is a big part of collaborating with your colleagues in Dixa, so you can deliver outstanding service to all your customers.
We have now made a change to make it more obvious when you are writing a note instead of a reply to your customer. The notes editor now has a yellow background, so you can always be sure that you are on the right tab!
The Simultaneous Ring feature is helpful when you want incoming calls to be offered in the Dixa interface and on a traditional phone (landline or mobile) simultaneously. So as an agent you can also take calls while you are not at your computer.
Until now Simultaneous Ring was offered on your mobile phone when it's switched on and:
We have now added the same functionality to apply when your presence is set to away (orange).
Besides choosing a queue for your incoming contact form submissions, you can now also choose a "from email address" for contact forms that are created from chat flows. This means that incoming contact forms will automatically have this email address selected when you reply.
You can now transfer voicemails and contact forms not just to a queue but also directly to an agent of your choice. So you get more control over who should handle those specific conversations.
Building closer relationships with customers is easier if your customer does not deal with a new agent at every new turn of a conversation. Your customers should talk to a familiar agent - as much as possible. So we want to help you by giving you more control over which agent is offered a conversation. 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 start the rollout of the Preferred Agent & Personal Offers feature and it will be available on your account within the coming days.
In order to better route and prioritise customers in chats you sometimes want them to answer a few questions to better understand what they are trying to achieve. Or you want to present them with other options than contacting an agent - e.g. signing up for a demo.
Today, we start the rollout of the Conversational Assistant for Chat and it will be available on your account within the coming days.
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.
Especially email messages can get very long, so it might be difficult to find the start of the message in your conversation. We now have added a "Go to the top of the message" button to all of your long messages.
Simply click on the ⬆️ arrow and scroll straight to the top of long messages!