# Dixa

> Customer service platform for managing conversations and support tickets with comprehensive interaction tracking.

Source: https://cotera.co/docs/reference/tools/individual-tools/dixa

---

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

***

## Authentication

To authenticate, you'll need a Dixa API key. Learn how to create one in the [Dixa API documentation](https://docs.dixa.io/docs/tutorial-create-an-api-token/).

***

## 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:**

```json
{
  "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:**

```json
{
  "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:**

```json
{
  "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