Dixa#
The Dixa integration creates a structured conversation in your Dixa account whenever a customer submits a Resolve claim. Photos, affected items, order context, and the customer's resolution preference are attached automatically.
What you need#
Before you start, gather:
- Dixa admin access — to create an API token.
- A Dixa API token — created under Settings → Integrations → API tokens. Dixa uses bearer-token authentication, so unlike Zendesk or Gorgias there is no account email or subdomain to provide.
- An email integration ID — the Dixa email contact endpoint new
conversations belong to, e.g.
[email protected]. Find it under your Dixa contact endpoints. This is required before you can enable the integration. - A default agent ID (optional) — the UUID of the agent new conversations should be assigned to. Leave it empty to let Dixa route conversations through its own queues.
Karla authenticates with your API token only — not your Dixa account password.
Connect Dixa for conversation creation#
1. Create an API token in Dixa#
In Dixa, open Settings → Integrations → API tokens and create a token with conversation access.
Name it something recognizable — e.g. Karla Resolve Integration — and copy
the token immediately.
Treat the API token like a password. Do not share it in email or chat — enter it only in the Karla portal.
2. Note your email contact endpoint#
Dixa creates email conversations against a contact endpoint — the mailbox address new conversations belong to. You enter this value as the Email Integration ID in the Karla portal.
Find it in Dixa under your contact endpoints (email channels), or list them via
the Dixa API (GET /v1/contact-endpoints). The value looks like:
[email protected]Enter the full contact-endpoint address — not a display name or queue label.
3. Connect Dixa in the Karla portal#
In the Karla portal, navigate to Settings → Integrations and select Dixa.
Under API Configuration, paste your API Token and save it. Karla stores it in a secret manager and shows only a masked preview afterward.
4. Configure the email integration#
Once the token is saved, the Integration Settings unlock:
| Field | Value |
|---|---|
| Email Integration ID | The Dixa contact endpoint, e.g. [email protected] |
| Default Agent ID | Optional agent UUID to assign new conversations to |
Save the email integration ID, then toggle the integration on. New Resolve claims will create tagged conversations in Dixa automatically.
The integration cannot be enabled until an email integration ID is saved — Dixa creates conversations against a mailbox, so the endpoint is required.
If you do not see Dixa under Settings → Integrations, contact your account manager — the integration may need to be enabled for your shop first.
5. Optional settings#
One optional setting lives alongside the connection:
- Ticket templates — customize the subject, body, tags, and attachments per claim reason. See Helpdesk integrations → Ticket templates.
What Karla creates in Dixa#
When a customer submits a Resolve claim, Karla opens a Dixa conversation with:
- Subject and message mapped from the claim reason and customer notes.
- Customer matched or created from the order email.
- Tags reflecting the Resolve flow type, resolution preference, and shipment phase (configured per shop).
- Attachments — claim photos and signatures uploaded to the conversation.
- Order and shipment context in the conversation — order number, carrier, tracking number, affected line items.
Your agents see a complete conversation without looking up the order elsewhere.
Troubleshooting#
Cannot enable the integration
- Save an Email Integration ID first — the toggle stays disabled until one is stored.
Conversations not appearing
- Confirm the integration toggle is enabled in the Karla portal.
- Confirm the email integration ID matches a real Dixa contact endpoint.
- Confirm Resolve is enabled and customers are submitting claims through an active Resolve flow.
Authentication failed after saving
- Confirm the API token was copied in full — no leading or trailing spaces.
- Confirm the token was created with conversation access and is not expired or revoked.
Wrong contact endpoint
- Double-check the Email Integration ID is the full mailbox address (e.g.
[email protected]) — not a queue name, agent email, or internal UUID.
Where to next#
- Helpdesk integrations overview — other connection options.
- Zendesk — native Zendesk integration setup.
- Gorgias — native Gorgias integration setup.
- Webhooks — push claim events to a custom endpoint instead.
- Data processing — the full claim payload shape.
- Integration and automation — auto-refunds, routing rules, and custom transformations.
- Integrate in your shop — embed Resolve on your storefront via the Browser SDK.