Dixa

Authentication Type: API Key
Description: Customer service platform for managing conversations and support tickets with comprehensive interaction tracking.

Conversations

Manage customer conversations and support interactions.

Create Internal Note

Add an internal note to a conversation that is only visible to agents and administrators.

Operation Type: Mutation (Write)

Parameters:

• conversationId string (required): The ID of the conversation to add the internal note to
• message string (required): The content of the internal note
• agentId string (nullable): The ID of the agent creating the note (optional)
• createdAt string (nullable): The creation timestamp in ISO format (optional)

Returns:

• id string: The unique ID of the created internal note
• authorId string: The ID of the author who created the note
• createdAt date: The timestamp when the note was created
• message string: The content of the internal note

Example Usage:

{
  "conversationId": "conv_123456789",
  "message": "Customer mentioned they tried the solution from our knowledge base but it didn't work. May need escalation to technical team.",
  "agentId": "agent_987654321"
}

Add Message

Add a message to a conversation. Can send inbound messages from end users or outbound messages from agents.

Operation Type: Mutation (Write)

Parameters:

• conversationId string (required): The ID of the conversation to add the message to
• content string (required): The content of the message
• direction enum (required): Message direction - inbound from end user or outbound from agent
  • Options: "inbound", "outbound"
• agentId string (nullable): The ID of the agent sending the message (required for outbound messages)

Returns:

• messageId string: The unique ID of the created message
• authorId string: The ID of the author who sent the message
• createdAt date: The timestamp when the message was created
• direction string: The direction of the message
• content object: The message content
  • value string: The content value
  • type string: The content type

Example Usage:

{
  "conversationId": "conv_123456789",
  "content": "Thank you for contacting support. I'll help you resolve this issue.",
  "direction": "outbound",
  "agentId": "agent_987654321"
}

Tag Conversation

Add a tag to a conversation to help with organization and filtering.

Operation Type: Mutation (Write)

Parameters:

• conversationId string (required): The ID of the conversation to tag
• tagId string (required): The UUID of the tag to add to the conversation

Returns:

• success boolean: Whether the tagging operation was successful

Example Usage:

{
  "conversationId": "conv_123456789",
  "tagId": "tag_urgent_priority"
}

Common Use Cases

Internal Communication:

• Add private notes for agent handoffs and context sharing
• Document customer interaction history for future reference
• Track resolution steps and troubleshooting attempts

Customer Interaction:

• Send responses to customer inquiries and support requests
• Add inbound messages from customers to maintain conversation history
• Manage bidirectional communication flow between agents and customers

Conversation Organization:

• Tag conversations by priority, category, or department
• Organize support tickets for better workflow management
• Enable filtering and reporting based on conversation tags