Dixa Connector

Connect Dixa so Applied can work with Dixa conversations during support handoff, sync, and reply workflows.

Use this Connector when your support team uses Dixa as the help desk and wants Applied to create or update customer conversations with the right context.

Common use cases

• Create or update Dixa conversations from Applied escalations.
• Sync Dixa conversation messages into Applied.
• Reply to supported Dixa email or widget chat conversations.
• Track Dixa conversation status and assignment context.

Before you begin

Before connecting Dixa, make sure:

• You are a Dixa administrator.
• Your team knows which Dixa channels Applied should support.
• You have a test conversation available for validation.
• You know whether Applied should only read Dixa data or also send replies.

Dixa agents cannot create API tokens. Use a Dixa admin account for setup.

Get a Dixa API token

Dixa API tokens are created in Dixa settings.

1. In Dixa, open Settings.
2. Go to Manage > Integrations.
3. Open API Tokens.
4. Click Add API token.
5. Choose Dixa API.
6. Name the token, such as Applied Labs.
7. Create and copy the token.

Applied sends this token in the Authorization header when it calls the Dixa API.

Configure Dixa access

Use a token that can access the conversation, message, customer, and assignment operations your workflows need.

At minimum, confirm the token can:

• Read conversations and messages that Applied should sync.
• Create conversation messages if Applied should reply.
• Read customer and agent context used for routing.
• Read or update conversation state only when your workflows require it.

Connect Dixa in Applied

1. Open Connectors.
2. Click New.
3. Choose Dixa.
4. Paste the Dixa API token into the API token field.
5. Create the connection.

If Applied support provides webhook setup instructions, configure Dixa webhooks after the Connector is created so Applied can receive conversation events.

Validate the connection

After setup:

1. Look up a test Dixa conversation.
2. Confirm messages and customer information match Dixa.
3. If reply actions are enabled, send a test reply on a non-production conversation.
4. Confirm the reply appears in Dixa and remains threaded correctly.

Common issues

The token cannot authenticate

Confirm the token was created under Settings > Manage > Integrations > API Tokens and that it was copied without extra spaces.

Agents cannot create the token

Dixa requires administrator access to create API tokens. Ask a Dixa admin to create a dedicated token for Applied.

Messages are not syncing

Check that Dixa webhooks are configured for the channels Applied should ingest and that the token still has access to the underlying conversations.

Provider docs

• Create a Dixa API token 
• Dixa API standards and authentication 

Next steps

• Ticketing Connectors
• Managing Escalations
• Automated Workflows