Enabling Dixa Channel


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Last Updated: 11 hours ago

If you use Dixa as your CX platform, you can enabled this channel for the AI Agent.

Before getting started, please make sure the person enabling the integration has Administrator role on the Dixa account.

Instructions

Create API Token in Dixa

  1. From your Dixa account, go to "Settings" > "Integrations"

  2. Go to the "API Tokens" tab to create an API key

  3. Copy the API key

Enable Dixa Channel in Merchant Admin

  1. Go to Channels and select “Enable” under Dixa. 

  2. Enter your Dixa subdomain.

  3. Enter the API key.

  4. Click on "Continue".

  5. Once connected, you'll be taken to the "Settings" page.

Configuring the Dixa Integration

Channels Selection

DO NOT select any channels until the AI Agent is configured and ready to go live.

When ready, select which channels AI should intercept:

  • Email

  • Web

  • Chat

Additional Filters

  • Support Emails - If you have multiple brands' support email tied to the Dixa account, enter the support email addresses that you would like to intercept. Leave blank to intercept messages to all support emails.

Ticket Fields

By default, the AI is configured to fill in all required custom ticket fields before closing the tickets. If there are any optional fields but you would like the AI to complete, you can use the "Add Ticket Field" option to define new fields.

Email Configuration

  • From Email Address - The email address to send messages to customers from.

Escalations

  • Escalation Queue - Assign conversations to this queue when doing a live agent escalation.

  • Offline Escalation Tags - Tags to be applied to conversations when escalated offline (e.g., chat to email escalation)

External Conversations

If enabled, resolved external conversations created using our standalone chat widget will be synced to Dixa for record-keeping.


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