In September a lot of you noticed that we updated the dashboard and settings. But behind the scenes we've added more new features that'll drastically improve your experience when working with email and chat as well as more powerful integration options with our Custom Card 2.0. Let's dig in.
We're still working a lot on email, and this time chat reaps some of the rewards as well.
Templates Are Here
Templates allow you to create text and HTML templates for quick responses when replying to customers and for auto replies. They work with both email and chat and are created using our own built-in HTML validator.
Quick responses are easily triggered, pre-written replies to customers. Use it for topics that you're frequently contacted about to boost productivity and consistency. You can trigger a quick response by typing "=" and the template's name or by clicking the quick response button, like so:
The templates also allow you to dynamically insert the customer's and agent's names, your company name and more, and they can be used when composing an email as well. Read our guide on quick responses to get an overview.
Templates also allow you to set up auto replies to reply to customers as soon as you receive an email. You can use a different auto reply for each of your email addresses. You'll find auto reply templates in Settings -> Templates and you can enable them in Settings -> Email.
Here's the guide to get started.
Custom Email Signatures
Custom signatures have finally arrived! You can now set up custom email signatures and dynamically insert your company name, agents' names and more.
Forward Conversation (Chat & Email)
Want to send a transcript of an email or chat conversation to someone else? Now you can. Use the new forward conversation button found in the right-hand side panel in Conversation View. You'll be required to enter an email address that Dixa will then forward the conversation to.
We're focusing a lot on integration options at the moment. We want agents to have all the necessary information available as fast as possible when they accept a conversation. We've just finished Custom Cards version 2.0. If you aren't familiar with Custom Cards, they allow you to fetch information from your own systems and have it shown directly in Dixa.
Custom Cards 2.0 brings:
We've also done similar work on Podio:
Settings have received a much needed redesign with several additions on top:
We've also added some more options to queue settings: Admins can now set after conversation work (wrap-up) time for each queue.
We've renamed "Transferred" to "Timeouts" and have changed the calculation slightly to account for the change. Last month we launched the timeout action, and that's what we're now counting, while a transferred call will be logged as "Answered". Timeouts are actions that will, in most cases, lead the customer to a voicemail or an announcement, and so we're tracking them separately.
We've also updated the design a bit, including colors and the arrangement of the dashboard and TV-mode.
We've fixed a thing that were bugging our users and us:
That's it for this month. In October we'll be working on:
See you next month :-)
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