If you can’t find what you’re looking for in our guides and FAQ below, don’t hesitate to reach out to us with any issue, big or small. You can do so in the contact form here, via our chat when we’re online (we always are during business hours), or via one of these phone numbers:
US: +1 888 910 7555 (Toll-free)
Monday-Friday: 3 AM - 10 AM EDT
UK: +44 845 528 0282
Monday-Friday: 10 AM - 6 PM
DK: +45 89 88 62 60
If you prefer, you can find us on social media as well :-)
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Add a custom signature to your email integration. The siganture will be used when composing an email and replying to an email.
If you follow these easy steps you will have have your Dixa chat in your wordpress site in no time.
With the Custom Card integration you can show information from any external system with an API webhook in the Conversation View.
Record or upload announcements for welcome messages, IVR-messages, queue messages and after hours messages.
Send an auto-reply when you receive an email. The auto-reply can be enabled for each of your email integrations.
To install the chat widget on your website you just need to copy the chat script and paste it into the header of your website's HTML page.
You can set a prioroty on each queue for each agent. In that way you can have conversations go to the most skilled agent first.
In a call flow you can set a time limit for how long a conversation can wait. When the time limit is exceeded a new action has to be added.
You can add a name to a phone number. The phone number name will be shown in the conversation offers to the team members.
Select how your incoming conversations should be offered to your team members for each queue.
You can add a phone number you own as an outgoing phone number by entering a six digit confirmation code.
With Quick Responses agents can quickly insert a standard text in any conversation.
You can set a priorty for your queues so conversations are offered in the order you want.
As an administrator, you can listen to an ongoing phone conversation and join in if necessary.
You can be ready to answer phone calls in Dixa by following these few steps.
Dixa supports phone numbers in more than 50 countries and you can keep your existing number by porting it.
You can set several thresholds for each queue. When a threshold is reached an alert will be sent to all online agents.
Add tags to conversations so you know what your customers contact you about.
Enter +(country code)(phone number) in the dialer to call a number in a different country than your inbound phone number is in.
Transfer a conversation to different queue than it was received in.
You can mark any conversation for follow up and save them in you browser. When needed it you can go right back to that conversation.
Transfer an incoming call to an external number where you can talk to the person on the other line first.
If you have muliple phone numbers you can change outgoing phone number by clickint the cogwheel in the phone number box.
You sign in via a link that we send to your email. No need to remember more passwords!
Select what channels you want to be available for.
Add notes to conversations, so customers don't have to repeat themselves later.
Search by email, phone number, name and conversation IDs to find what you need.
Get a quick overview of previous conversations from the same user (a user can be both an agent and a customer).
Customers can leave a rating and feedback during or after a chat conversation. This gives you instant feedback on your performance.
You can see practical information about the customer like country, operating system and browser.
Have incoming calls go both to the Dixa interface and to a landline or mobile phone.
When an agent has finished a conversation there is a short time to resolve the case before the next conversation is offered.
Inbound calls cost $0.02 per minute on the default pay-as-you-go plan. There are discounts available on pre-paid packages. Toll-free minutes cost an additional $0.01 per minute on top of your per minute price. Finally, if you exceed the usage in a pre-paid package, we charge additional minutes at the standard pay-as-you-go rate of $0.02.
Outbound calls are charged by the minute and include calls made from the dialer, external forwarding and simultaneous ringing. We currently bill outbound calls every 14 days. See a list of the outbound rates here.