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How to integrate Ebbot with Dixa

Learn how to configure the native Dixa integration to allow agents to handle Ebbot live chats directly in their Dixa workspace.

Overview

Ebbot offers a native integration with Dixa, allowing your support agents to handle live chats initiated in the Ebbot bot directly within their familiar Dixa environment.

When a bot handovers a conversation to a human agent, the chat will appear in the Dixa queue for your agents to accept and manage. This provides a seamless transition from bot to agent.

Prerequisites

Before you begin, please ensure you have administrative access to both your Ebbot platform and your Dixa account.

Where to Find the Integration Settings

You can find the Dixa integration settings page in the Ebbot platform by navigating to Settings > Channels > Agent > Dixa

Configuration Steps

Follow these steps to connect Ebbot to your Dixa account.

Part 1: Create a Dixa API Token

  1. Log in to your Dixa account (https://www.dixa.com/).

  2. In the sidebar, go to Settings > Integrations.

  3. Under the "API Tokens" section, click "Configure API tokens".

  4. Click the "Add API Token" button.

  5. Enter a descriptive name (e.g., "Ebbot Integration") and click "Save".

  6. Important: Copy the value from the "Token" field (not the "Token id"). You will need this for the Ebbot platform.

Part 2: Add the API Token to Ebbot

  1. Go to your Dixa integration settings page in the Ebbot platform.

  2. Paste the Dixa Token you just copied into the "Dixa API Key" field.

  3. Do not save yet; you will complete the other fields in the next steps.

Part 3: Create a Dixa Webhook

  1. In your Ebbot Dixa settings page, copy the value from the "Dixa Webhook URL" field.

  2. Return to your Dixa account: Settings > Integrations.

  3. Under the "Webhooks" section, click "Configure webhooks" and then "Create Webhook".

  4. Enter a name (e.g., "Ebbot Webhook").

  5. Paste the "Dixa Webhook URL" from Ebbot into the "Webhook URL" field in Dixa.

  6. Ensure the "Enable" checkbox is checked.

  7. On the right, under "Events," select all events.

  8. Click "Create Webhook".

  9. On the page that loads, copy the value from the "Secret" field.

Part 4: Finalize Ebbot Configuration

  1. Go back to your Ebbot Dixa settings page.

  2. Paste the Dixa Secret you just copied into the "Dixa Secret" field.

  3. After filling in both the API Key and the Secret, the application will save the connection.

  4. From the "Select queue" dropdown list, choose the default Dixa queue you want to use for live chat handovers. (You can manage your queues in Dixa under Settings > Queues).

Part 5: Create the Dixa Chat Widget Flow

This final step is required in Dixa to ensure chats are routed correctly to the queue you just selected.

  1. In your Dixa account, go to Settings.

  2. Under 'Channels and flows', click 'Chat' in the left menu.

  3. Click 'Add widget'.

  4. Give the widget a name (e.g., "Ebbot Chat Flow").

  5. From the dropdown, select the new Ebbot queue that was generated when you saved the connection in Ebbot.

  6. Click 'Add widget'. A new page will load showing the flow builder.

  7. By default, there will be a 'Customization' card. Select this card and click the trash can icon to delete it.

  8. You will see a card with a plus sign (+) and your 'Queue' card. Drag the plus sign and connect it directly to the 'Queue' card.

  9. Click 'Save flow' in the top right corner.

Congratulations! Your Ebbot platform is now fully integrated with Dixa. Handovers from your bot will now create new conversations in your selected Dixa queue.

How it Works (Advanced Details)

Conversation Creation

For users who need more technical detail, here is how Ebbot creates and handles conversations in Dixa:

  • When is a chat created? A new chat conversation is not created in Dixa the moment a user starts talking to the Ebbot. Instead, the chat (a "conversation" of the type "chat") is created at one of two points:

    1. When a handover to a human agent is performed (i.e., the user is placed in the queue).

    2. When the "End Conversation" ("status": "closed") scenario is triggered in the bot, if a handover has not already occurred.

  • Why this method? This "delay-create" method is intentional. It allows Ebbot to first gather information and potentially create a ticket in Dixa (using Shared Components via the Dixa Collection). When the chat is then created upon handover, it can be linked to the same Dixa user, keeping all interactions (tickets and chats) organized under one customer profile.