Dixa Channel Integration
Explore the Dixa agent channel (live chat) integration in Ebbot, let your team handle conversations in Dixa while leveraging on Ebbot's AI agents for chat.
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Explore the Dixa agent channel (live chat) integration in Ebbot, let your team handle conversations in Dixa while leveraging on Ebbot's AI agents for chat.
Ebbot offers a seamless integration with Dixa, allowing businesses to enhance their customer support capabilities. Through this integration, AI agents in Ebbot handle initial customer inquiries, gather essential details such as name or email, and automatically escalate chats to human agents in Dixa when required.
• Dixa plan: This integration works with any available Dixa plan.
• Setup: The integration can be found in the side panel of the Ebbot platform, navigate to Settings → Channels → Agent → Dixa. Follow the instructions to set it up.
There are two drop-down menus for queue selection: live chat and bot chat.
Live chat: Chats escalated to human agents will be queued in this queue. Human agents should be assigned to this queue.
Bot chat: If the user decides to leave the queue after escalation, their conversation will be transferred from the live chat queue to the bot queue. Additionally, if "Create conversation" is selected in "On close chat", conversations with no handover will be placed in this queue (see below). No human agents should be assigned to this queue.
The "On close chat" drop-down menu has two options: "Do nothing" and "Create conversation".
Do nothing: When a chat is closed and it has a Dixa conversation connected due to handover, the Dixa conversation is simply closed.
Create conversation: When a chat is closed and no handover was made, a conversation is created in Dixa, in the bot chat queue described above. This conversation contains the full transcript of the chat between the user and the bot and is immediately closed.
Check "Limit agent availability to selected queue" to only check the presence of agents in the live chat queue when determining agent availability. This setting should normally be enabled.
Check "Save conversation rating to Dixa" for Ebbot to set a CSAT rating along with an optional comment in Dixa when using a rating card.
By default, bot messages in Dixa are sent by an automatically created bot user. This makes Dixa's conversation UI look more seamless but may affect response time metrics if a bot message is sent immediately after a handover is made. To prevent this, check "Send bot messages as internal notes" to make all bot messages be internal notes and therefore not affect response time metrics.
It's possible to make bot specific adjustments for queues. These settings simply override the global settings described above. Additionally, it's possible to select Dixa tags to be set for all conversations originating from a specific bot for categorization or identification purposes.
During the chat agent conversation, the Ebbot chat agent can prompt users for their email address and/or phone number. This information can be passed along with the conversation to Dixa, allowing your human agents to see these details in the conversation. If a user with a particular email address or phone number is already present in your Dixa environment, Ebbot will automatically connect the conversation with that user. Make sure you configure these fields in Ebbot so they sync correctly with Dixa's requester details.
Due to a Dixa API limitation, the user receives a typing indicator whenever an agent is typing but not the other way around.
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