First-party app
Dixa

Dixa

Work Dixa customer-support conversations, end users, agents, tags and queues.

stable Customer SupportCommunication

About

Dixa ships in the w6w first-party pack. It declares 28 actions, 2 health checks, and the host runs its code in a sandbox that never sees the credential.

App id
io.w6w.dixa
Version
0.1.0
Author
w6w
Licence
MIT
Categories
Customer Support · Communication

Overview

Dixa is a customer-service platform that routes email, chat, phone, SMS and messaging conversations to agents through queues. This app lets a workflow open an email conversation for an end user, read a conversation and its messages and internal notes, add a reply or a private note, assign it to an agent, move it to another queue, tag it, set its custom attributes, and close or reopen it.

It also manages the people on the other side: create, look up, list and update end users, list the conversations a given end user has had, and search conversations by text. Agents, tags, queues and custom-attribute definitions can be listed so a workflow can resolve names to the ids the other actions take.

Built on Dixa’s v1 REST API at dev.dixa.io with one API token.

Build with Dixa

Three routes to the same 28 actions. The Workflow tab is generated from Dixa's own manifest and carries its real ids, so it is copy-pasteable; the Code and CLI examples are the same call for any action on any app, so every app-specific value in them is a blank you fill in.

Get Agent

agent-get

Fetch one agent or admin by id.

List Agents

agent-list

List the agents and admins in the organisation. The email and phone filters are mutually exclusive — Dixa errors if both are given.

Assign Conversation

conversation-assign

Assign (claim) a conversation to an agent. Without force, Dixa refuses to take it from an agent who already holds it.

Close Conversation

conversation-close

Mark a conversation as closed.

Create Email Conversation

conversation-create-email

Open a new email conversation for an end user. An inbound message is authored by the requester; an outbound one by an agent.

Update Conversation Custom Attributes

conversation-custom-attributes-update

Set custom attribute values on a conversation. Keys are custom-attribute definition ids (see Custom Attribute List); a value is a string, or an array of strings for a multi-select.

Get Conversation

conversation-get

Fetch one conversation: channel, state, requester, assignment, queue and custom attributes.

List Conversations by End User

conversation-list-by-end-user

List the conversations an end user has had, newest pages first as Dixa returns them.

Reopen Conversation

conversation-reopen

Reopen a closed conversation.

Search Conversations

conversation-search

Full-text search over conversations. Each hit is `{ id, highlights }` — fetch the conversation with Get Conversation.

Add Tag to Conversation

conversation-tag-add

Put an existing tag on a conversation.

List Conversation Tags

conversation-tag-list

List the tags currently on a conversation.

Remove Tag from Conversation

conversation-tag-remove

Take a tag off a conversation.

Transfer Conversation to Queue

conversation-transfer-queue

Move a conversation to another queue.

List Custom Attributes

custom-attribute-list

List custom attribute definitions (id, entityType, identifier, label, input definition). Their ids are the keys the custom-attribute update actions take.

Create End User

end-user-create

Create an end user (a customer). Dixa documents no required field.

Update End User Custom Attributes

end-user-custom-attributes-update

Set custom attribute values on an end user. Keys are custom-attribute definition ids (see Custom Attribute List).

Get End User

end-user-get

Fetch one end user by id.

List End Users

end-user-list

List end users, optionally filtered by email, phone number or external id (the filters are alternatives — Dixa documents them for look-ups, not combined).

Update End User

end-user-update

Patch an end user. Only the fields you fill in are sent.

Add Message

message-add

Add a customer-visible message to a conversation. Outbound is an agent reply; inbound is posted as the end user.

List Messages

message-list

List a conversation's messages. Each carries a channel-specific `attributes` block (email, chat, phone, SMS…) discriminated by `_type`.

Add Internal Note

note-add

Add a private internal note to a conversation. The end user never sees it.

List Internal Notes

note-list

List the internal notes on a conversation.

Get Queue

queue-get

Fetch one queue by id.

List Queues

queue-list

List the organisation's queues with their routing settings.

Create Tag

tag-create

Create a tag that can then be put on conversations.

List Tags

tag-list

List the organisation's tags. Deactivated tags are hidden unless asked for.

A workflow step names the app and the action, and the editor fills in the connection when you pick one. This is the Step shape from the workflow spec, carrying Dixa's real ids.

{
  "manifestVersion": "2",
  "name": "dixa-example",
  "steps": [
    {
      "id": "agent-get",
      "uses": {
        "app": "io.w6w.dixa",
        "action": "agent-get",
        "connection": "conn_YOUR_CONNECTION_ID"
      },
      "with": {
        "agentId": "<agentId>"
      }
    }
  ]
}

Here are some of the things you can do

  • Get Agent

    read
    agent-get
  • List Agents

    search
    agent-list
  • Assign Conversation

    perform
    conversation-assign
  • Create Email Conversation

    perform
    conversation-create-email
  • Update Conversation Custom Attributes

    perform
    conversation-custom-attributes-update

+23 more actions available

Every app-specific value here is a blank you have to fill in. An app action is reached through the connection that authenticates it, so the address is a connection id, not the app id — and connections belong to your account, so a public page cannot know yours. Create one for Dixa, then fill in the three blanks: conn_YOUR_CONNECTION_ID, the action key, and the parameters that action declares. The call itself is real — the shape is transcribed from the studio's own snippet builder, which prints the same kind of blanks — but nothing in it is specific to Dixa. The Workflow tab is where this app's real ids are.

Install
npm install @w6w/sdk
yarn add @w6w/sdk
pnpm add @w6w/sdk
deno add npm:@w6w/sdk
Code
import { W6wClient, isActionRun } from "@w6w/sdk";

// Reads W6W_BASE_URL and W6W_TOKEN from the environment when omitted.
const client = new W6wClient();

const envelope = await client.run({
  urn: "conn_YOUR_CONNECTION_ID",
  action: "agent-get",
  payload: {
    agentId: "<value>",
  },
});

if (isActionRun(envelope)) console.log(envelope.value);
Install the CLI
npm install -g @w6w/cli
CLI
w6w run conn_YOUR_CONNECTION_ID --action agent-get --payload '{"agentId":"<value>"}'

Give an AI agent Dixa — without giving it Dixa's credentials. One MCP endpoint exposes every app, function and workflow the caller is entitled to, as tools it can discover and run. Access is granted per team while we onboard.

One tool call
{
  "name": "w6w_invoke",
  "arguments": {
    "ref": "app:io.w6w.dixa#agent-get",
    "input": {
      "agentId": "<agentId>"
    }
  }
}

Every tool names its target with a single ref. The app: form above doesn't name a connection at all — the host resolves which of the caller's Dixa connections to sign with, and refuses rather than guesses when the answer is ambiguous.

What the agent gets

Credentials it can't read

The token is attached host-side, at the moment of the call. It is never a tool argument, never in the model's context, and never in a transcript — so a prompt injection has nothing to exfiltrate.

A tool surface scoped to the caller

Tools are derived per end user from what that person has actually connected and is entitled to — not one shared bot identity carrying the union of everyone's access.

A durable workflow in one call

Multi-step work runs on the workflow engine and returns a run handle the agent can poll — retries, branching and state survive the conversation that started them.

Health-aware discovery

Dixa's declared health checks are on the surface too, so an agent can tell "the vendor is down" from "your credential expired" before it burns a retry on either.

The MCP surface is part of the hosted platform. Dixa itself is MIT, and the runtime that executes it is source-available (FSL).

Request MCP access

Health checks

Dixa declares its own checks, so its health is a property of the app rather than something the host guesses at.

service

Dixa platform status

The `Dixa API and Exports API` component on Dixa's Statuspage. Every other component (channels, telephony, AI features) is reported as detail but never drives the verdict.

quota

Quota headroom