You can add a note to a conversation, so you and others will know what the conversation was about. This helps you and other agents deliver a better service.
Send an auto-reply when you receive an email. The auto-reply can be enabled for each of your email integrations.
With Quick Responses agents can quickly insert a standard text in any conversation.
Add a custom signature to your email integration. The siganture will be used when composing an email and replying to an email.
With the Custom Card integration you can show information from any external system with an API webhook in the Conversation View.
Select how your incoming conversations should be offered to your team members for each queue.
You can add a name to a phone number. The phone number name will be shown in the conversation offers to the team members.
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.
Record or upload announcements for welcome messages, IVR-messages, queue messages and after hours messages.
As an administrator, you can listen to an ongoing phone conversation and join in if necessary.
You can set a priorty for your queues so conversations are offered in the order you want.
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.
If you follow these easy steps you will have have your Dixa chat in your wordpress site in no time.
You can add a phone number you own as an outgoing phone number by entering a six digit confirmation code.
You can set several thresholds for each queue. When a threshold is reached an alert will be sent to all online agents.
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 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 mark any conversation for follow up and save them in you browser. When needed it you can go right back to that conversation.
Transfer a conversation to different queue than it was received in.
Add 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.
Enter +(country code)(phone number) in the dialer to call a number in a different country than your inbound phone number is in.
Transfer an incoming call to an external number where you can talk to the person on the other line first.
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.
You can see practical information about the customer like country, operating system and browser.
Customers can leave a rating and feedback during or after a chat conversation. This gives you instant feedback on your performance.
Get a quick overview of previous conversations from the same user (a user can be both an agent and a customer).
Search by email, phone number, name and conversation IDs to find what you need.
Add notes to conversations, so customers don't have to repeat themselves later.
Select what channels you want to be available for.