Integrate your Certainly bot with Dixa

In this article, you will learn how to set up the chat integration with the Dixa channel. We will explore the following topics:

Once complete, this integration will allow your chatbot to:

  • Hand over live chats to human agents on Dixa if at least one human agent is online


  • Create a Dixa email conversation on behalf of the visitor when no human agents are online to chat

Integration requirements

Before you can set up your bot to be integrated with Dixa, there are a few requirements that must be fulfilled:

Once these requirements are taken care of, you'll be ready to set up your bot!

Chatbot configuration

First, you'll need to configure your bot on the Certainly Platform. Following the steps below, your chatbot will be ready to look up agents' availability on Dixa, create and retrieve end users from Dixa, and create email conversations when no human agents are available to chat.

  1.  Reach out to our support team via support@certainly.io, who will enable the Dixa handover content in your bot. Once done, you should see something like this:mceclip0.png

  2. Save and publish your Certainly bot using the appropriate buttons in the Navigation bar at the top of your bot canvas:
    mceclip4.png

  3. Next, navigate to Certainly's Webhook Marketplace.

  4. Create an Instance of the wh_iconDixa V2 Get Agents Availability Webhook Template (WHT). Fill in the Authorization field with the Dixa API token.

  5. Create an Instance of the wh_iconDixa V2 Get End User by Email WHT. Fill in the Authorization field with the Dixa API token.

  6. Create an Instance of the wh_iconDixa V2 Create End User WHT. Fill in the Authorization field with the Dixa API token.

  7. Create an Instance of the wh_iconCertainly Get Conversation History WHT.

  8. Create an Instance of the wh_iconDixa V2 Create Email Conversation WHT. Fill in the Authorization field with the Dixa API token. In the Body of the request, insert your Dixa Widget ID and your Dixa Email Integration ID in place of and .

  9. Create an Instance of the wh_iconDixa V2 Add Notes to Email Conversation WHT. Fill in the Authorization field with the Dixa API token. Fill in the Context variable conversationId with : mceclip7.png
     
  10. Return to your bot canvas and refresh the webpage. Otherwise, you won't be able to see the newly-created Webhooks.

  11. Insert your wh_iconDixa V2 Get Agents Availability Webhook instance inside the <md>Checking agent availability Module. It should look like this:mceclip5.png

  12. Insert your Webhook instances wh_iconDixa V2 Get End User by Email and wh_iconDixa V2 Create End User inside the <md>Collect email Module. It should look like this:
    mceclip1.png

  13. Insert your Webhook instance wh_iconCertainly Get Conversation History inside the <md>Retrieve chat history Module. It should look like this:
    mceclip8.png

  14. Insert your Webhook instances wh_iconDixa V2 Create Email Conversation and wh_iconDixa V2 Add Notes to Email Conversation inside the <md>Create ticket on Dixa Module. It should look like this:
    mceclip2.png

  15. Save and publish your Certainly bot using the appropriate buttons in the Navigation bar at the top of your bot canvas.

Chat deployment

Now that the chatbot is ready, we will generate a small snippet to embed in your website. This script will be responsible for rendering the Certainly live chat, fully integrated with Dixa. 

1. Embed your own Dixa Chat Widget snippet.

2. After your own Dixa Chat Widget snippet, embed the following:

Replace the certainlySettings property values with your own:

  • Certainly Bot ID (get help finding it)
  • Your Certainly Bot's takeover module ID
    mceclip3.png
  • Your chat events labels for when agents claim/leave the conversation

Once configured, your final code deployment should look like this 👇

Great work - now your bot will be fully integrated with Dixa!

 

Please note that after a conversation is handed over to a Dixa agent, the agent's messages will not be visible in the inbox of your bot on the Certainly Platform. The visitor will, however, see those messages during conversation time.