This month saw the beta release of email, which is now live for all our customers (including the free version of Dixa). We also updated our billing page (in fact we're changing billing system entirely). Unfortunately that means we have to ask all our existing customers to re-enter their credit card info. We apologize for the inconvenience, but this time around we promise a much better experience when doing it!
As to all our changes and additions for March:
Email (beta) is live
The first version of email is now live. Check out our guide to get started with email. Each email address is connected with a queue that you can assign agents to. Please be aware that this is a beta version and there are still a lot of functionality we'll be adding to email in the coming months. Meanwhile, if you find yourself missing that one crucial thing for email to work for you, please reach out to us!
Set outgoing caller ID
You can now set your caller ID to any number you have access to. No need to port the number at all – it's quick and dirty, as is the guide on how to do it.
Administrators can now claim conversations, regardless of who those conversations are assigned to. You'll typically want to do this to re-assign conversations if an agent has assigned cases that he or she for some reason is unable answer.
Added details to conversation offer
A lot of you have been asking about this one: Now, when offered a conversation, you'll also see queue name, phone number or the name attached to that phone number. This way, when you're in several queues, supporting multiple products or brands, you know in advance which one you'll be representing.
Added new channels
Both presence settings and team member lists now include five channels: Telephony, chat, email, voicemail and contact form (almost done with that one). You can now set your presence for each of these on the fly simply by turning channels on/off. Note that voicemails are offered to agents in the same way that any other conversation is.
More in-app support
Last month we added the new support section in Dixa. This month we've added live chat support as well. Simply click our chat widget in Dixa, and you'll immediately be connected with a member of our team.
Various improvements to functionality & UI
Aside from all of the above, we've squashed dozens of bugs and made a heap of small design tweaks. Mentioning all of them would get a bit tedious, so instead let's talk about what we've got coming up in the very near future:
There's one more thing that we're very, very excited about, but we can't let the world know just yet. Stay tuned next month for more information! As always, get in touch if you have any feedback whatsoever.