Response from Trisha Patel of Dixa
Thank you so much for writing a great review! It’s really appreciated. I think we might be able to help get rid of some of those frustrations you may be facing :)
- Using priorities in your queues are always a great way to delegate incoming tasks, this way you can decide who would be best to deal with the specific incoming requests https://support.dixa.help/en/articles/37
- Transferring requests: Each agent has the option to transfer the request to either another agent or a group, this works for requests coming in from all channels: https://support.dixa.help/en/articles/125
- Depending on your flows too we can also auto route requests - If you need some help with getting this set up just let us know and we can schedule some time with you to go through your existing workflow/setup: https://dixa.com/contact
Tags are also great ways to track of conversations: https://support.dixa.help/en/articles/35
With the issue you’re facing with side conversations, I’d like to hear a bit more about this and how you’re using it if that’s okay. If you have some time you can email firstname.lastname@example.org with your availability and I can give you a call back :)
Thanks again Joacim, I hope some of the above points help :) Feel free to reach out to us anytime!