Use Cases

Why would you use the Dixa API

Over the past year, we have listened closely to our customers on how we can raise the bar with our Integrations API, increase efficiency in workflows, and make more actions readily available outside of Dixa. These learnings have been collected and combined into our new and public Dixa API.

In a nutshell it comes with

  • more functionality by providing more endpoints
  • an improved developer experience by providing standardization & rules
  • more flexibility when it comes to rate limiting by providing limit per token, not organization
  • and more documentation by providing you with a dedicated hub

But we want to get a little bit more concrete and show some use cases that hopefully inspire you to test the Dixa API, play around with it and eventually, use it in your particular setting.

Exporting data to other tools

We know that you are using a whole suite of other tools to create smarter and automated workflows. Business intelligence, analytics, quality assurance tools - you name it. To be able to have the right data in all the right places, it becomes essential to have the ability to export data from Dixa. With our GET endpoints, you will be able to retrieve all crucial information about agents, teams but also ratings. You can then go ahead and push that data into other tools and can be sure that you have the right information everywhere.

Setting up dashboards

Not only is it important to have the correct data in the right tools. Sometimes, it is important to track KPIs and metrics and set up dedicated dashboards to analyze performance. For this specific use case, we have added a GET PRESENCE endpoint, which allows you to get updates on the presence status of agents & admins. This will give you a great overview of what your organization is up to and will enable you to build more workflows around this.

Importing data when migrating

Let's say you have just discovered Dixa a while back but want to make the move over to a new tool as smooth as possible. For this specific use case, it is crucial to create new items in Dixa in an automated manner to replicate a set up that you used to have. With our POST and PATCH endpoints, the chore of doing any manual work will disappear, as you are now able to create new teams, agents & admins and queues with the Dixa API.

Acting on conversations outside Dixa

The agent interface in Dixa is obviously the place to be for both agents and admins. Yet, there might be some workflows in place that require you to act on conversations outside of the Dixa platform. For this particular use case, we have created the POST notes endpoint, which allows you to create an internal note inside a conversation with the Dixa API. This is an opportunity to include customer metadata when using our webform endpoints or to build out a trigger for when certain events occur in your backend system. But it also comes in handy for integrations: We can think of automated translations of messages when using translation services.

Updating information in Dixa

The structure of teams and departments in an organization can change at a fast pace. It is normally a lot of work to then manually edit these changes in different tools and try to synchronize them so that no bottlenecks appear. With our PUT and PATCH agent endpoints, you can now make sure that all agents & admins are updated with the right information. When someone in your organization decides to leave, the DELETE agent endpoint will help you to downgrade an agent or admin to an end-user and will take away all permissions the person used to have. If you want to restructure teams, you can add or remove agents to and from particular teams with the PATCH and DELETE team endpoint.

Identifying an entity by ID

When using integrations or other APIs in Dixa, you will naturally be exposed to certain IDs. These IDs, may it be for a conversation, a team, an agent/ admin or a queue come with particular core information that in some cases is necessary to uncover. With our GET endpoints, you will be able to retrieve all crucial information about entities which can then be passed on to other tools or workflows.