Last month proved to be a very busy month at Dixa! With the release of our email flow editor, you can now build intelligent flows for all channels, creating a better user and customer experience!
Custom hold music
You’re probably wondering how this is different from our custom wait music feature, right? Well, now your customers can listen to custom music whenever they get put on hold too, not just when they are waiting in the queue.
To add custom hold music go to Settings > Phone > Change hold music.
Prioritize accurately with our new email flow editor!
Our new email flow editor allows you to reimagine your customer experience for email. Just like our other channel flow editors, the email flow editor ensures the most important emails get handled first by the most qualified agents.
By assigning inbound emails to specific queues based on the contents of an email or the sender, you can intelligently route high priority emails automatically from the start.
Building your own
With Dixa’s new email flow editor you can combine any of the available actions to design the customer experience your customers desire.
Building a new email flow is simple–and if you’ve already done it for phone and chat, you’ll find it to be a very familiar experience.
Get started by heading to Settings > Email and clicking Edit flow for one of your existing email addresses.
You can now search for agent or queue when transferring a conversation.
You now choose the default outgoing phone number under Settings > Phone. It used to be under Settings > Organization & Team.
"Conversation claimed by" notification now disappears automagically.
It is no longer possible to remove a flow that is currently active.
Hovering over each tag under Settings > Tags shows the full name of the tag.
The conversation export now shows the name of the chat widget and the phone number label for each conversation.
Call recording now also works on callbacks.
We Squashed a Few Bugs:
Clicking submit multiple times in the contact form no longer creates multiple conversations. You can now only click the submit button once.
If customers replied to an email message that was not the last one, the conversation would split into two separate conversations. This is fixed, so regardless of the email message your customers are replying to, it will remain as one conversation.
Sometimes agents would experience wait music when accepting a call, this has been resolved.
When testing and sending emails where the sender address is the same as the receiver address, it no longer fails.
The Busylight status is now more accurate and will also stop ringing when the conversation offer times out.
When finishing an internal call you no longer go to “After Conversation Worktime.”
There is now better support for the "enter" key then typing or choosing a phone number to call.
There is no longer a pause in custom wait music when the queue position announcement is disabled.
Improvements have been made to how we show emails from Microsoft email clients.
Call flow action“Forward > First to pick up” works again.
Closed internal calls are no longer offered.
When submitting email messages in a conversation we would sometimes show the message twice.
Conversations export now shows the correct requester_number and called_number.
When adding a contact with with a phone number containing whitespace, the user modal no longer fails.
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