Important customer engagement events happen in Dixa every day and for some events, it can be key that you receive notifications of an update in real-time so that you can react immediately.
With our new version of webhooks in EAP, you can now:
- subscribe to all relevant conversation events in Dixa - edit and disable webhooks - get a more detailed view on the status of your webhooks, the last attempted delivery and any returning errors
and have them trigger workflows in any of your other tools.
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 enables you to retrieve all conversation messages in full text. With our new Message Export API, you can integrate with QA tools and use this data for advanced analytics on agent performance but also for legal retention purposes.
The Message Export API is complementary to our Export Conversations API, which gives you all essential data on a conversation and its lifecycle.
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.
Your customer data is often spread across various online systems, whether they are custom or 3rd party. No matter where your customer data is, you can now use it for conversational routing in Dixa. 🔛💪👩❤️👩
Routing with external customer data is a new capability in our flow builder for email and phone: the integration block. This feature is not available in all pricing plans, so contact your account manager or firstname.lastname@example.org if you are interested and have questions about the setup.
We are happy to announce that we have now added the ability to automatically apply tags in call flows and chat flows. This was previously already possible in email flows and you can now use it for all your flows! 🙌🤩
TAGS in call flows 📞🏷
TAGS in chat flows 💬🏷
If you use the new tag action in call or chat flows, you will then see the selected tags be automatically applied to the conversations that get routed through that part of the flow: