Dixa

Overview

Dixa is a customer service platform that unifies conversations across chat, email, phone, and social messaging into a single agent workspace. On customer-facing websites, Dixa's primary browser-side component is its live chat and messaging widget, which enables visitors to initiate real-time conversations with support teams. The widget maintains conversation continuity for returning visitors and may collect pre-chat information to route conversations to the appropriate support agents.

What This Script Does

Dixa's chat widget is embedded on websites through a JavaScript snippet that loads the messenger interface:

Chat Widget Initialization

The Dixa Messenger script (loaded from messenger.dixa.io or Dixa's CDN) renders a floating chat button and expandable conversation interface. When loaded, it:

• Establishes a WebSocket connection to Dixa's messaging infrastructure for real-time message delivery
• Loads the widget UI including branding customizations configured in the Dixa admin panel
• Checks for existing conversation state (open tickets, unread messages) for identified or returning visitors

Cookies and Visitor Identification

Dixa sets cookies to maintain chat functionality:

• A visitor identification cookie that persists across sessions (typically with a lifespan of up to 1 year), enabling the widget to reconnect returning visitors with their prior conversation history
• Session cookies that track the current chat state (conversation ID, agent assignment, queue position)
• Cookies may store the visitor's name and email if provided through a pre-chat form, avoiding the need to re-enter this information on subsequent visits

Data Collection

• Pre-chat form submissions (name, email, inquiry type) are sent to Dixa for conversation routing
• The page URL where the chat was initiated is captured for agent context
• Browser and device metadata (user agent, screen resolution) may be collected for troubleshooting and analytics
• Conversation transcripts are stored in Dixa's platform for agent reference and quality assurance

Consent & Compliance

Dixa is classified as functional. Live chat widgets serve a function explicitly requested by the visitor — initiating a support conversation. However, the persistent visitor identification cookie that enables conversation history across sessions goes beyond what is strictly necessary for a single chat interaction.

Under GDPR and ePrivacy, session-level cookies necessary for an active chat conversation could be considered strictly necessary once the visitor initiates a chat. However, the persistent identification cookie set on page load (before the visitor has chosen to interact with the widget) does not qualify for the strictly necessary exemption. The key distinction is whether the cookie is set when the page loads or only when the visitor opens the chat.

Under CCPA/CPRA, the personal information collected through pre-chat forms and conversation transcripts is subject to standard disclosure requirements. Dixa acts as a service provider processing data on your behalf.

Should You Block This Without Consent?

No. Dixa's chat widget is a functional customer support tool. The recommended approach is to allow the widget to load and display the chat button, but to defer setting the persistent visitor identification cookie until the visitor actively engages with the chat. Many Dixa implementations set the identification cookie on widget load rather than on first interaction — review your specific configuration to ensure the cookie timing aligns with your consent strategy.