# Dixa MCP MCP

> Dixa MCP connects your AI client directly to Dixa for full control over customer service workflows. You can list and manage support tickets, assign conversations to specific agents, track detailed customer history, and programmatically close requests across phone, email, chat, and messaging channels.

## Overview
- **Category:** communication-messaging
- **Price:** Free
- **Tags:** omnichannel-support, conversational-ai, ticket-management, customer-experience, agent-routing, helpdesk

## Description

This MCP lets you treat your entire customer service stack like one single conversation with your AI agent. Forget jumping between ticket portals and CRM dashboards just to get context. You can ask your agent to find a specific user's full interaction history or list all open tickets across every channel—phone, chat, email, etc.—and then act on it. Need to pass ownership? You can assign the conversation to another team member instantly. It’s about coordinating an entire support team and service life cycle using only natural language. Through Vinkius, your agent becomes a dedicated CX coordinator, letting you handle complex tasks like creating new customer records or marking old tickets as resolved without ever touching the UI.

## Tools

### create_customer_profile
Adds a completely new customer entry into the system's records.

### get_connection_status
Checks the operational health and connectivity status of the Dixa API.

### get_agent_info
Retrieves current details about available support agents.

### get_conversation_details
Pulls comprehensive information on a specific support ticket, including all historical context.

### list_support_agents
Lists all agents currently assigned and available within the support team.

### list_conversations
Lists all currently open or active customer support tickets needing attention.

### list_support_teams
Retrieves a list of defined agent teams used for routing conversations.

### list_end_users
Retrieves a list of all registered customers in the Dixa system.

### list_active_webhooks
Retrieves the current configuration and list of active event webhooks for monitoring.

### assign_to_self
Claims a specific conversation, making it visible only to you.

### resolve_conversation
Changes the status of an open ticket to resolved or closed, updating your support pipeline record.

### create_conversation
Automatically starts and logs a brand new support chat record.

## Prompt Examples

**Prompt:** 
```
List all active conversations in Dixa.
```

**Response:** 
```
I've retrieved your active conversations. You currently have 4 tickets needing attention, including 'Refund Request' (ID: conv_1) and 'Login Issue'. Which one would you like to reassign or resolve?
```

**Prompt:** 
```
Find the customer profile for 'jane.doe@example.com'.
```

**Response:** 
```
I've located Jane Doe's profile (ID: usr_123). She has a history of 3 past conversations and is currently assigned to the 'VIP' queue. Shall I retrieve her full interaction history?
```

**Prompt:** 
```
Mark conversation ID 'conv_456' as resolved.
```

**Response:** 
```
Action complete! Conversation conv_456 has been successfully marked as resolved in Dixa. The status is now updated on your dashboard. Need help with any other tickets?
```

## Capabilities

### Track and Manage Tickets
List active support cases and pull detailed metadata on specific conversations to understand their context.

### Coordinate Agent Workflows
Assign tickets to yourself or team members, and check agent availability in real time to speed up response times.

### Build Customer Profiles
Manage end-user profiles by accessing and maintaining a complete history of contact information and past interactions.

### Control Support Lifecycle
Create new support requests or mark existing conversations as resolved to keep your support pipeline organized.

### Monitor System Health
Check API connectivity and monitor active webhook configurations directly through the agent for service reliability.

## Use Cases

### The Urgent Escalation
A customer calls in about an account issue. Instead of opening the portal, you ask your agent to 'Get conversation details for jane@example.com'. The agent instantly retrieves her profile and past 3 conversations, letting you address the core problem immediately.

### The Shift Handoff
You're leaving for the day. You ask your agent to 'List all active conversations needing follow-up'. It returns a list of tickets and suggests which ones should be assigned to the next shift manager using `assign_to_self`.

### The System Audit
Your ops team needs assurance that webhooks are firing correctly. You prompt your agent with 'What are our active webhooks?' and it lists them, allowing you to verify system health using `list_active_webhooks`.

### New Lead Onboarding
A new customer signs up via chat. You ask your agent to 'Create a profile for john@corp.com'. The MCP handles the creation of the record, setting up John Doe's initial history and contact details immediately.

## Benefits

- Stop wasting time digging for information. Use `list_conversations` to get an immediate, filtered list of open tickets and their status without leaving your agent window.
- Never lose ownership of a critical ticket again. The `assign_to_self` tool lets you claim a conversation instantly, ensuring accountability when things are busy.
- Maintain perfect customer records by using `list_end_users` to pull a list of contacts and then `get_conversation_details` for their full history in one go.
- Keep your support flow clean. When an issue is fixed, use `resolve_conversation` instead of manually changing the status in the dashboard.
- Optimize team response times by checking agent availability with `list_support_agents` before assigning a ticket or escalating a query.

## How It Works

The bottom line is you connect the raw power of Dixa's backend tools to your agent’s conversational intelligence.

1. Subscribe to this MCP on Vinkius.
2. Get your API Token from the Dixa dashboard (Settings > Integrations > API Tokens).
3. Start managing customer interactions by prompting your AI client with a request, like 'List all open tickets for VIP customers'.

## Frequently Asked Questions

**How do I use the `list_conversations` tool with Dixa MCP?**
Simply ask your agent to list conversations. You can refine this by asking for specific filters, like 'Show me all open tickets related to billing' or 'List all high-priority chats'.

**What is the difference between `create_conversation` and `list_conversations`?**
`list_conversations` reads existing data, showing you what’s already open. `create_conversation` performs an action by starting a brand new support ticket record.

**Can I use `get_agent_info` to see if someone is busy?**
Yes. You can ask your agent to 'Get the current details for agents.' This allows you to check real-time availability and know who is best suited for the next ticket.

**How do I ensure customer data is accurate using `create_customer_profile`?**
The tool adds a new record, but it's smart. You should first ask your agent to use `list_end_users` to see if the profile already exists before creating a new one.

**How does `get_connection_status` check if my Dixa API connection is working?**
It sends a direct ping to the Dixa platform, returning a clear status code. This verifies your credentials and general service uptime, letting you know instantly if the MCP can communicate with Dixa's backend.

**What specific event configs can I check using `list_active_webhooks`?**
This tool lists every webhook configured for your account. It is vital for debugging and monitoring, allowing you to confirm exactly which system events are actively triggering data flows into your agent.

**What does the `assign_to_self` tool do in the workflow?**
It immediately changes ownership of a conversation ticket. Running this tool marks the case as yours, ensuring that only your dedicated agent can pick up and work on it next.

**Does `resolve_conversation` just close the chat, or does it update status?**
It updates the conversation's official lifecycle status in Dixa. Running this tool marks the ticket as resolved on your dashboard, properly moving it out of the active queue for reporting.

**How do I find my Dixa API Token?**
Log in to Dixa, navigate to **Settings** > **Integrations** > **API Tokens**, and generate a new token for your integration.

**Can I assign tickets to myself via AI?**
Yes! Use the `assign_to_self` tool with a specific conversation ID to take ownership of a support ticket.

**How do I check which agents are online?**
The `list_support_agents` tool retrieves all agent profiles and their current status directly from the Dixa platform.