Update Dixa CSAT

After a handoff ends and the end user returns to the AI Agent, you can pass a CSAT rating back to the Dixa conversation. This lets the CSAT collected by Ada be recorded against the original Dixa conversation.

Prerequisites

Before configuring CSAT updates, make sure the following are in place:

• The Dixa Utilities app and the Dixa handoff are configured.
• The AI Agent is configured to wait for the handoff to finish, so the CSAT update runs after the handoff ends and the end user is back with the AI Agent.
• The Dixa rating type is decided. Dixa supports Csat (values 1–5) and ThumbsUpOrDown (values 0–1). Use Csat for a 1–5 scale, or ThumbsUpOrDown for a binary thumbs up / thumbs down rating. The rating type must match in both API calls described below. See the Dixa API reference for offering a rating and submitting a rating.

Configuration

When a handoff starts, three metavariables are stored on the conversation and are used to submit the rating back to Dixa:

• agent_system_dixa_user_id
• agent_system_dixa_conversation_id
• agent_system_dixa_agent_id

To configure the CSAT update:

1. On the Human Agent tab in the Ada dashboard, enable Human Agent Survey for chat so that end users are prompted with the survey when they close the human agent chat.

2. In the Handoff to agent action, select both the Pause conversation here until handoff ends and Track as Handoff check boxes.

3. Add two HTTP Request blocks to submit the CSAT rating to Dixa.
   • The first block offers a rating on the conversation. Send a POST request to the Dixa ratings offer endpoint for agent_system_dixa_conversation_id, with the dixa token in the Authorization header. In the body, set userid to agent_system_dixa_user_id, agentId to agent_system_dixa_agent_id, and ratingType to your chosen rating type. Save the returned data.id as a variable to use in the next request.

• The second block submits the rating value. Send a POST request to the Dixa ratings submit endpoint, using the conversation ID and the rating ID returned by the first block. In the body, set ratingResult.value to the captured CSAT score and ratingResult._type to the same rating type used above.