Release Notes - March 2017

Product

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.

Claim conversations

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

  • You can now have up to five open voicemails without it blocking your ability to receive a call.
  • Better conversation overview: Much faster loading and queue name has been added to each conversation.
  • Improved UI when saving call flows.
  • Improved billing page, both in terms of functionality, UX and load speed.

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:

  • A contact form for our chat widget that'll enable website visitors to easily leave a message if you're not online.
  • A conversation flow for chat. Right now each chat widget is connected to a queue and has its own settings. In the future, each chat widget will have an entire conversation flow for easier and better control.
  • Call recording. This has been a while coming, but we're very close now. It's not really a technical challenge, but more of a legal one. Anyway, it'll be solved, and you'll be able to record calls.
  • Email attachments.

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.

release notes
Tue Søttrup

Tue Søttrup has been delivering excellent customer service for more than 20 years, the past 12 years as a manager for several contact centers. Tue is currently VP of Product & Customer Success at Dixa where he's carefully nurturing a small bonsai tree that he calls GenZen.