Activating your AI Agent in Dixa

Last updated: February 20, 2026

Now that Dixa is connected, you need to route tickets to the AI team and configure your Engaige Agent to pick them up, either in Autonomous or Agent Assist mode.

Step 1: Create an AI Agent in Engaige

  1. In the Engaige Dashboard, go to AI Agents.

  2. Click Create New Agent.

  3. Enter a name for your agent.

  4. Open the Triggers tab.

  5. Click Select Queue.

  6. A dropdown will appear showing your Dixa queues.

  7. Select the queue where you want Engaige to be active.

If you do not want to use a queue that is shown in the dropdown, you will need to create a new queue in Dixa:

  1. Go to Dixa Settings → Queues.

  2. Click Add Queue.

  3. Create a new queue.

  4. Wait approximately 10 minutes.

  5. Return to Engaige and refresh the queue list.

  6. Select the new queue.

This queue determines where the AI agent operates.

Step 2: Configure the Handover Queue

If you want unresolved conversations to be transferred to human agents:

  1. Open the Handover tab in the AI Agent settings.

  2. Click Select Queue.

  3. Choose the human support queue.

  4. Save the configuration.

This queue will receive tickets the AI cannot resolve.

Only Autonomous agents will be able to have a handover queue assigned.

Step 3: Configure Dixa Routing & Automations

To ensure Engaige receives the tickets you want to Engaige to respond to, you must configure your Dixa flows correctly.

You are responsible for setting up routing and automations in Dixa.

  • To route emails to correct queues, go to Settings > Email. Click on the flow icon to open the flow you want to edit. Set the flows as you want.

  • To route chats to correct queues, go to Settings > Messenger. Click on the flow icon to open the flow you want to edit. Set the flows as you want.

You can refer to this Help Center article from Dixa to create flows.

Without correct routing, the AI agent will not receive conversations.

Step 8: Integration Complete

Once all steps are completed:

  • Dixa is connected to Engaige

  • The dedicated agent is active

  • API access is enabled

  • Support queues are assigned

  • Handover routing is configured

  • Dixa flows are set

Your Dixa integration is now ready. The AI agent can now operate within your selected queues.