|
Channels
|
|
|
|
|
|
Dixa Messenger |
|
|
|
|
Dixa Messenger Bulletin Board |
|
|
|
|
Mobile SDK |
|
|
|
|
Contact Form API |
|
|
|
|
Phone |
–
|
|
|
|
Email |
–
|
|
|
|
Live Chat |
–
|
|
|
|
SMS |
–
|
|
|
|
Facebook Messenger |
–
|
|
|
|
Instagram |
–
|
|
|
|
Whatsapp |
–
|
|
|
|
Contact Forms |
–
|
|
|
|
Simultaneous Ring (Forward to Mobile) |
–
|
|
|
|
Click-to-Call (Supported in Desktop App for Mac and Windows) |
–
|
|
|
|
IVR |
–
|
|
|
|
Call Forwarding |
–
|
|
|
|
Call Recording |
–
|
|
|
|
Customer Callback |
–
|
|
|
|
Call Monitoring (Listen in and Join Conversation) |
–
|
|
|
|
Voicemail |
–
|
|
|
|
Custom Wait Music |
–
|
|
|
|
Queue Position Announcements |
–
|
|
|
|
Custom Email Signatures |
–
|
|
|
|
Custom Email Support (SPF and DKIM) |
–
|
|
|
|
Templates for Quick Responses and Auto-replies |
–
|
|
|
|
External Forwarding for Calls |
–
|
|
|
|
Email Attachments (Up to 20MB) |
–
|
|
|
|
Number Porting (Keep Your Existing Numbers) |
–
|
|
|
|
Pay-as-you-go Rate of $0.02 Per Minute (Inbound) |
–
|
|
|
|
Phone Numbers in 160+ Countries |
–
|
|
|
|
Premium Phone Numbers |
–
|
|
|
|
Toll-Free Numbers |
–
|
|
|
|
Internal Calls |
–
|
|
|
|
Rich Text Emails |
–
|
|
|
|
Route Chats Based on URL |
–
|
|
|
|
Route Chats Based on Language |
–
|
|
|
|
Customize Look and Location of Chat Widget |
–
|
|
|
|
Customize When and Where Chat Widget Appears |
–
|
|
|
|
Display Name for Agent Anonymity |
–
|
|
|
|
Custom Conversation Attributes
Create, track, and search custom data on the conversation level. Easily create free text and select fields, such as “Contact Reason”, “OrderID”, “Customer Lifecycle Stage” etc., and add as many options as you’d like.
|
–
|
|
|
|
Customer Management
|
|
|
|
|
|
Conversation Overview |
|
|
|
|
Automatic Customer Creation |
|
|
|
|
Automatic Customer Recognition |
–
|
|
|
|
Contact Database (Customers and Companies) |
–
|
|
|
|
See Conversation History for a Specific Contact |
–
|
|
|
|
Filtered Real-time Overview of Waiting Conversations |
–
|
|
|
|
Productivity & Collaboration
|
|
|
|
|
|
Advanced Search |
|
|
|
|
Saved Searches |
|
|
|
|
Internal Notes |
|
|
|
|
Tag and Categorize All Conversations |
|
|
|
|
Conversation Timeline (Complete Contact History) |
|
|
|
|
Side Conversations |
–
|
|
|
|
Customer Timeline (Complete Contact History) |
–
|
|
|
|
Transfer Calls and Conversations to a Queue |
–
|
|
|
|
Assisted Transfers |
–
|
|
|
|
Blind Transfers |
–
|
|
|
|
Bulk Actions |
–
|
–
|
|
|
Automatic Language Detection on Written Channels |
–
|
|
|
|
Scheduled Outbound Conversations |
–
|
|
|
|
Send Chat Transcripts Via Email |
–
|
|
|
|
Advanced Conversation Automations |
–
|
–
|
|
|
Reporting & Analytics
|
|
|
|
|
|
Real-time Analytics |
|
|
|
|
Activity Log |
|
|
|
|
Full Conversation Log Data Exports |
|
|
|
|
Historical Analytics |
–
|
|
|
|
Real-time Dashboard for Queues (with TV Mode) |
–
|
|
|
|
Daily Queue Performance Stats (Updates in Real-Time) |
–
|
|
|
|
Daily Team Performance Stats (Updates in Real-Time) |
–
|
|
|
|
Analytics Reports |
–
|
|
|
|
CSAT for Email, Dixa Messenger, and Live Chat |
–
|
|
|
|
Activity Log API |
–
|
–
|
|
|
Routing
|
|
|
|
|
|
Automatic Offers |
|
|
|
|
Intelligent Routing |
|
|
|
|
Unlimited Queues |
–
|
|
|
|
Preferred Agents |
–
|
|
|
|
Last Agent Routing |
–
|
|
|
|
Agent Priority |
–
|
|
|
|
Queue Priority |
–
|
|
|
|
Set Opening Hours |
–
|
|
|
|
Queue Overflows and Time-Outs |
–
|
|
|
|
Set Individual Service Levels Per Queue |
–
|
|
|
|
Workload Limits |
–
|
|
|
|
Set Agent Presence Per Channel |
–
|
|
|
|
Customizable Wrap-up Time |
–
|
|
|
|
Flow Editor for Email, Phone Calls and Live Chat |
–
|
|
|
|
Claim Conversations in Real Time |
–
|
|
|
|
Agent Collision Detection |
–
|
|
|
|
Routing With External Data |
–
|
–
|
|
|
Routing in Dixa Messenger |
–
|
–
|
|
|
Platform
|
|
|
|
|
|
Integrations |
|
|
|
|
Custom Cards |
–
|
|
|
|
Custom Integrations |
–
|
|
|
|
Webhooks |
–
|
|
|
|
Salesforce Integration (CRM) |
–
|
|
|
|
Multiple Organizations
Easily scale your CS efforts using multiple Dixa setups for different sub-brands or locations. Users with access to multiple organizations can switch between them using the sidebar.
|
–
|
|
|
|
Sandbox Access |
–
|
–
|
|
|
Knowledge
|
|
|
|
|
|
External Knowledge Base |
–
|
|
|
|
Knowledge-Centered Service |
–
|
–
|
|
|
Team Management
|
|
|
|
|
|
Upgrade & Downgrade New Users as Needed |
–
|
|
|
|
Add New Agents & Admins as Needed |
–
|
|
|
|
Agent Teams |
–
|
|
|
|
Agent Identity with SCIM |
–
|
–
|
|