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)
UK: +44 845 528 0282
DK: +45 89 88 62 60
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You can add a phone number you own as an outgoing phone number by entering a six digit confirmation code.
As an administrator, you can listen to an ongoing phone conversation and join in if necessary.
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.
With the Custom Card integration you can show information any external system you can access with an API webhook in the Conversation View.
If you follow these easy steps you will have have your Dixa chat in your wordpress site in no time.
Record or upload announcements for welcome messages, IVR-messages, queue messages and after hours messages.
Select how your incoming conversations should be offered to your team members for each queue.
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 forward emails to Dixa and reply to customers. Email is currently in beta.
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.
You can set a priorty for your queues so conversations are offered in the order you want.
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.
Follow the steps in this video to answer chats from your customers in no time.
In this short video you can see how to answer conversations in Dixa.
You can set several thresholds for each queue. When a threshold is reached an alert will be sent to all online agents.
Ad tags to conversations so you know what your customers contact you about.
If you have muliple phone numbers you can change outgoing phone number by clickint the cogwheel in the phone number box.
Transfer a conversation to different queue than it was received in.
Transfer an incoming call to an external number where you can talk to the person on the other line first.
Enter +(country code)(phone number) in the dialer to call a number in a different country than your inbound phone number is in.
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.