You can select the following actions:
All actions are described below.
Have calls forwarded to one or more external
Call pattern can be set to:
First to pick up
All numbers are called at the same time and the first to pick up the phone gets the call.
The first number on the list is called and if the call is not answered, then the second, and so on.
Start by entering the timezone for the incoming phone number.
Set opening hours or closed for each day of the week.
A calendar function will be available
Upload or record an announcement for the Interactive Voice Response (IVR).
Select the number of options you want under MENU.
"Thank you for calling. Please press 1 for sales, 2 for support and 3 for all other enquiries."
All conversations after this action will recorded and available in the conversation view. You can activate call recording in the start of your call flow or later in the call flow depending on whether you wan't to record all indcoming conversations or only conversations to specific queues.
Upload or record an
Select if the call should go to a new action or be disconnected after the announcement has been played.
In this call flow the incoming call checks to see if the call is within opening hours.
If the call is within opening hours the call is sent to a queue names Support.
In this advanced call flow the incoming call check the opening hours.
If the call is within opening hours the call is sent to a an IVR menu where it is possible to select 1, 2 or 3. 1 goes to a queue named Sales, 2 goes to a queue named Support and 3 i forwarded to an external phone number.
In this basic call flow all incoming calls are sent directly to a queue named Support.
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 forward emails to Dixa and reply to customers. Email is currently in beta.
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.
In this short video you can see how to answer conversations in Dixa.
Follow the steps in this video to answer chats from your customers in no time.
Dixa supports phone numbers in more than 50 countries and you can keep your existing number by porting it.
Transfer a conversation to different queue than it was received in.
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.
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.