Often times you need to follow-up with a customer after a chat has ended. We've now added an additional option in the Actions tab on a conversation called Follow-up Conversation. With follow-up conversations against can sent an email to the customer after a chat has ended.
Follow-up conversation automatically adds a transcript and inherit tags from the chat conversation. This allows agents to quickly get back to the customer on email and make sure the link between the two conversations stays intact.
Note that the option will only show itself after the Chat conversation has ended.
Deactivated tags are tags that can no longer be added to a conversation. They will only show up in the tag list if they exactly match the search term used. Deactivated tags can be removed from conversations.
Why deactivate tags? From time to time, an administrator may deactivate a tag in your system. This could be because the tag is no longer in use or perhaps the name has changed. While the deactivated tag can no longer be added to new conversations, it will remain on conversations where it has already been applied. This way, historical data about the tag is not lost.
Note that only Dixa administrators can add and deactivate the available tags.
Many of you have asked, so we've made some changes in how tags are managed in Dixa. Rather than removing tags, Dixa now offers the ability to deactivate them. This allows you to preserve the historic analytics data regarding a tag, while at the same time disabling it from being applied to conversations.
You can now manage your tags in Settings > Tags.
We're rolling out an improvement for how conversation summaries are displayed throughout Dixa. We've updated them across the platform to present a more consistent look and feel. Expect to see an update coming sometime this week.
The Creation Date and Latest Activity filters in Search now support filtering down to hourly resolution. This makes it easier to investigate incidents and identify conversations created or updated in more specific time periods.
🎁We're bringing more improvements to the flow builder. 🎁
You can now add descriptions to your branch actions! This will allow you to identify your branch's purpose without having to open it when you're going through your flows.