--- id: "integration-11776" type: "integration" lang: "en" title: "Dixa integration: tickets, queues and knowledge base - Dixa in Binom" url: "https://binomai.com/integrations/dixa-integration/" translation_group: "integration-11492" translations: ru: url: "https://binomai.com/ru/integrations/dixa-integration/" markdown: "https://binomai.com/ai/ru/integrations/dixa-integration.md" uk: url: "https://binomai.com/ua/integrations/dixa-integration/" markdown: "https://binomai.com/ai/ua/integrations/dixa-integration.md" categories: ["customer support"] published: "2026-10-21T11:30:14Z" updated: "2026-10-21T11:30:14Z" --- # Dixa integration: tickets, queues and knowledge base - Dixa in Binom *Updated: 21.10.2026, 11:30 UTC* The Dixa integration connects your AI employee with your support team: Binom creates tickets, adds messages and internal notes, applies tags, transfers conversations to the right queue, and answers from the knowledge base. Dixa is available on request in the Binom dashboard: Integrations → More integrations → Dixa. ## What Binom can do in Dixa Here, Binom means your AI employee. Once Dixa is connected, it calls the service's actions when a conversation needs that data. You decide which actions it can use. In the dashboard, each action is marked: **read** (Binom only views data), **write**, or **delete** (Binom changes or deletes data in Dixa). | Section | What Binom can view | What Binom can change | | --- | --- | --- | | Conversations | Conversations, messages, notes, tags, ratings, search | Create, message, note, tag, transfer to queue, assign, close | | Customers | Customers and their conversations | Create and update customer | | Knowledge base | Collections and articles | None | | Queues and teams | Queues, teams, agents and their status | Create queues and teams, assign agents | ## Can a chatbot hand a conversation over to a human agent in Dixa? Yes. Binom transfers the conversation to the right queue ("Transfer Conversation To Queue") or assigns it to a specific agent ("Claim Conversation"), leaving an internal note ("Add Conversation Internal Note"). ## Answers from the Dixa knowledge base Binom reads knowledge base articles ("Get Knowledge Article") and answers customers using the same wording. ## What access you will need Connection method: API key. Access is limited by the permission groups selected when the token is created. Details for each method are shown in the "Authentication" section on the Dixa page in the dashboard. ## How to get the Dixa integration Dixa is available on request: first, the Binom team sets up the integration for your account. The general catalog rules are described in the instructions [how to connect a service from "More integrations"](https://binomai.com/faq/connect-service-to-chatbot/). 1. Open [Integrations → More integrations](https://app.binomai.com/cabinet/binom/integrations?tab=14), enter "Dixa" in the "Search integrations" field, and open the Dixa card. 2. The "Dixa integration for assistant" page will show the message "Integration is available on request. Request it now, and we will set it up for you as a priority." The assistant here is your Binom. The "Authentication" section shows what access you will need, and the "Actions" list shows everything Binom can do in Dixa. 3. Click "Request integration". The message "Request sent. You will receive a notification when the integration is available." will appear, and the button will change to "Requested". 4. A Binom setup specialist will contact you. When the integration is ready, a "Connect" button will appear on the Dixa page. 5. Click "Connect", complete the steps in the "Connecting Dixa" window, and click "Done". After "Connecting...", the status will change to "Connected". If you see "Confirmation has not arrived yet. The connection may still complete: check again in a minute.", click "Check again". ## How to choose what Binom can do in Dixa A connected integration does nothing until you allow actions. The dashboard states this directly: "Select the actions the assistant may call. Until something is selected, it has access to nothing." 1. On the Dixa page, check the actions you need in the "Actions" list. The "Filter by actions" field helps you find them by name. The counter shows how many are selected. 2. Check the "Ask before changing data" toggle. It is on by default: before a write or delete action, Binom will describe what it plans to do and wait for your confirmation. 3. Click "Save". The message "Allowed actions saved" confirms your changes. To start, "Search Conversations", "Create Conversation", "Add Conversation Internal Note" and "Transfer Conversation To Queue" are enough. Add the update and delete actions when you are ready to let Binom make changes in Dixa. ## How to check that the integration works - Start a new conversation with your Binom, for example through a [public chat link](https://binomai.com/faq/public-chat-link/), and describe a test issue. Then check the conversation in Dixa. ## Possible problems ### Binom does not use Dixa data in its answers **What to check:** that the Dixa status is "Connected" and that the necessary actions are selected (for example "Create Conversation"). **What to do:** select the actions and click "Save". **How to tell it is resolved:** the "Allowed actions saved" message appears, and in a new conversation Binom answers using Dixa data. ### "Could not record the request. Please try again." **What to do:** click "Request integration" again. If the message keeps appearing, write to support@binomai.com with the name of your Binom and the integration (Dixa). **How to tell it is resolved:** the button shows "Requested". ### "Integration is temporarily unavailable - your request has been recorded." Nothing else is needed: your request is saved, and you will receive a notification when Dixa becomes available to connect. ### "Reconnect required" **What this means:** "The service no longer accepts saved access, so the assistant does not use it." **What to do:** open the Dixa page under [More integrations](https://app.binomai.com/cabinet/binom/integrations?tab=14), click "Reconnect" and go through the connection window again. **How to tell it is resolved:** the status shows "Connected". ### "Could not start the connection. Please try again." **What to do:** click "Connect" again. If the message keeps appearing, write to support@binomai.com with the name of your Binom, the integration (Dixa) and a screenshot of the message. **How to tell it is resolved:** the "Connect Dixa" window opens. ### "Paid plan" instead of the connect button The page will show "Available on a paid plan. Tell us what you need, and we will let you know when it launches." To see what is included in each plan, go to the [plans and subscription pricing](https://app.binomai.com/plans) page. For instructions on changing your plan, see [how to change or upgrade your plan](https://binomai.com/faq/change-subscription-plan/). After changing your plan, return to [More integrations](https://app.binomai.com/cabinet/binom/integrations?tab=14) and open Dixa again. ### "You do not have permission to manage this section." **What this means:** only users with the Owner or Admin access level can manage integrations. **What to do:** ask the account owner to give you the Admin access level, or to connect Dixa themselves. For more details, see [access levels in a team](https://binomai.com/faq/kak-raspredelit-obyazannosti-v-komande-s-pomoshhyu-pyati-urovnej-dostupa-owner-admin-editor-operator-viewer/). **How to tell it is resolved:** after refreshing the page, the integration settings open. If the problem isn't resolved, write to support@binomai.com or send the message "I want to talk to a human" in the chat with [Tutor](https://app.binomai.com/cabinet/binom/binom-tutor-stream). Include the name of your Binom, the integration, and attach a screenshot of the message. ## How to disconnect Dixa On the Dixa page, click "Disconnect". The "Disconnect Dixa?" dialog will show a warning: "The assistant will lose access to the service. To restore it, you will need to reconnect the integration and enter the credentials again." Confirm, and the message "Integration disconnected" will appear. ## Other common questions ### Can Binom create a conversation in Dixa? Yes, with the "Create Conversation" action, using a topic tag ("Tag Conversation"). ### Do I need a developer to integrate Dixa? No. You request Dixa in the [Integrations → More integrations](https://app.binomai.com/cabinet/binom/integrations?tab=14) section, the Binom team sets up the integration, and then you connect the account yourself and choose the actions. ## What's next - [What is a ticket in Binom](https://binomai.com/faq/helpdesk-tickets/) - [Capsule CRM integration](https://binomai.com/integrations/capsule-crm-integration/)