Dixa brings chat, email, phone and messaging conversations into one agent workspace. FlowMattic sends the conversations that need attention to Slack: a low rating, an abandoned chat, a pending conversation that expired, a tag that means escalation. Support leads and specialists see the exceptions where they coordinate, while agents keep working in Dixa.
21 triggers 14 actions 6 example workflows 2 ready-made templates Unlimited runs
When this happens in Dixa21 triggers
Do this in Slack14 actions
1. TriggerConversation Assigned2. ActionSend Channel MessageWhen Dixa fires Conversation Assigned, FlowMattic runs Send Channel Message in Slack with the data from that event.
You build this in the FlowMattic workflow builder on your own site. See the setup steps
Each one uses only triggers and actions the two integrations ship today, plus FlowMattic's own tools. Where the library has a ready-made template, import it instead of building from scratch.
Ready-made templateEach assignment shows which agent took which conversation and on what channel, so the lead can see how work is spread across the team during a busy shift.
Conversation AssignedSend Channel Message
View the template A Filter passes ratings below the score you set. The team lead gets a direct message with the conversation, so an unhappy customer hears back before they leave a public review.
Conversation RatedFilterFind User by EmailSend Direct Message
A customer who gave up in the queue still has a problem. Abandoned conversations post to the call-back channel with their contact details, so an agent can reach out first.
Conversation AbandonedSend Channel Message
When an agent adds the escalation or bug tag, a Filter catches it and the specialists' private channel gets the conversation link, so second-line support joins without a handover message.
Conversation Tag AddedFilterSend Private Channel Message
A Router reads the target queue, so a conversation moved to billing appears in the billing channel and one moved to technical in theirs.
Conversation Transferred to QueueRouterSend Channel Message
Each ban is posted to a private channel with the agent who made it, so bans can be reviewed. A second workflow on Unbanned Enduser posts when a ban is lifted.
Banned EnduserSend Private Channel Message
Once running, each Dixa conversation assignment is posted to your support channel with the agent and channel type.
Add a Slack connection under Connects with an account that is in the support channel.
Create a workflow with Dixa's Conversation Assigned trigger and follow the trigger's instructions to link your Dixa organisation.
Open a test conversation in Dixa and assign it to an agent, so FlowMattic captures the assignment fields.
Add Send Channel Message, choose the support channel and map the agent, customer and conversation link.
Test the Slack step with the captured data and switch the workflow on.
1. Trigger in Dixa
Conversation Assigned
2. Action in Slack
Send Channel Message
Fields mapped from the earlier steps (a typical setup)
| From Dixa | To Slack |
|---|---|
| Agent name | Message: assigned to |
| Customer name | Message: customer |
| Channel | Message: via |
| Conversation ID | Message: link |
A trigger starts a workflow. An action is something FlowMattic does in the app as a step.
Dixa and Slack connect through FlowMattic on your own site, with no separate automation account in the middle and no charge per run.
Low ratings, abandoned queues and escalations reach Slack on their own, so leads act on them instead of searching Dixa reports later.
Tags and queue transfers bring second-line teams in from Slack without agents writing a separate handover.
FlowMattic runs on your WordPress site, so a contact centre with thousands of conversations a day adds no per-task charge.
Create a FlowMattic workflow with a Dixa trigger such as Conversation Assigned, add Slack's Send Channel Message and choose a channel. Trigger a test event in Dixa, map the fields into the message and switch the workflow on.
Yes. Use Conversation Rated with a Filter on the rating, for example below three, before the Slack step. Higher ratings stop at the Filter.
Yes. Conversation Pending Expired runs when a conversation's pending period ends. Send it to the team channel so someone picks it up again.
Yes. Conversation Note Added runs when an agent adds a note. Add a Filter for notes that mention a keyword, such as a specialist's name, and post only those.
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Reviewed 27 Oct 2026. The example workflows are written with AI from the real triggers and actions of both integrations and checked against them. Dixa integration 1.0.0, Slack integration 1.0.
