Integration partner
One AI. One CRM.
Zero duplication.
Certainly sits in front of Dixa as the first point of contact. It resolves what it can, escalates what it can't, and logs everything back as tickets, so your reporting stays complete and clients never receive duplicate messaging from two separate AI tools.
Your rules
You control every decision.
When a conversation escalates, to whom it's routed, and exactly what your agents receive. Every rule is yours.
When it escalates
Define triggers by topic, sentiment, channel, or time of day.
Who receives it
Route to the right team or agent based on skill, language, or workload.
What gets passed
Choose exactly which data travels: transcript, tags, customer records, order history.
Or automate fully
Add internal notes for agents, pre-fill responses, or resolve end to end with no human.
See it in action
A routing decision, in real time.
Watch how an incoming conversation is analysed, classified, and routed to the right outcome in milliseconds.
How it works
AI-first.Not AI-duplicated.
Certainly handles every inbound conversation first. What it resolves stays resolved. What it can't gets escalated with full context. Either way, Dixa gets the ticket.
Customer reaches out
Across any channel (web chat, email, WhatsApp, Instagram, Facebook Messenger) Certainly is the first responder. No queue, no wait.
Certainly resolves or escalates
The AI agent handles what it can: FAQs, order status, returns, account changes. If it can't resolve, it hands over to your Dixa agents with full context.
Dixa gets the ticket, or the live chat
Resolved conversations are logged as closed tickets. Escalated conversations arrive as open tickets or are handed over directly into Dixa's live chat queue. Your choice, per query type, channel, or time of day.
Customer reaches out
Across any channel (web chat, email, WhatsApp, Instagram, Facebook Messenger) Certainly is the first responder. No queue, no wait.
Certainly resolves or escalates
The AI agent handles what it can: FAQs, order status, returns, account changes. If it can't resolve, it hands over to your Dixa agents with full context.
Dixa gets the ticket, or the live chat
Resolved conversations are logged as closed tickets. Escalated conversations arrive as open tickets or are handed over directly into Dixa's live chat queue. Your choice, per query type, channel, or time of day.
The integration
Your CRM.Your AI. One workflow.
First point of contact
Certainly handles every inbound conversation first. It resolves what it can autonomously (FAQs, order lookups, returns, account changes) so your Dixa agents only see the conversations that genuinely need a human.
Ticket handover
Resolved conversations are logged back into Dixa as closed tickets. Escalated conversations arrive as open tickets with full context. Your reporting stays complete: resolution rates, response times, CSAT, all in one place.
Live chat handover
When a conversation needs a human right now, Certainly hands over directly into Dixa's live chat queue. Your agent picks up the conversation in real time with the full transcript, pre-filled tags, and an AI-generated summary.
You choose the handover model
Ticket handover, live chat handover, or both, depending on the query type, channel, or time of day. Route complex issues to live chat during business hours and fall back to ticket creation after hours.
No overlap
One AI layer.Not two.
You shouldn't need Dixa AI and a third-party vendor doing the same thing. Certainly is the single AI layer that handles first contact, while Dixa stays your CRM and agent workspace.
Best of both worlds
Dixa has its own AI capabilities. Certainly complements them by sitting in front as the first responder, handling conversations before they ever reach Dixa's queue. You get the best of both platforms without leaving clients confused by duplicate messaging.
Unified reporting
Because resolved conversations are passed back as closed tickets, your Dixa dashboards reflect the full picture. You don't need a separate analytics tool to understand what your AI is doing. It all shows up in Dixa.
Your CRM stays the source of truth
Certainly integrates into Dixa's ecosystem, not around it. Customer records, conversation history, and ticket data all live where your team expects them. Nothing gets siloed.
Beyond basic AI
Built to resolve.Not built to assist.
Dixa is an excellent CRM. We integrate with it because great AI resolution needs a great agent workspace behind it. But AI is an additional offering for Dixa, not their core expertise. Certainly has spent 8 years doing one thing: building AI that resolves conversations autonomously. That is why the partnership works.
Resolves, not suggests
Dixa's AI capabilities are an add-on to a platform built for agent workflows. Certainly is built from the ground up for autonomous resolution. It processes refunds, updates shipping, modifies accounts, and cancels orders without agent involvement. This is the difference between AI as a feature and AI as a core competency.
Any model, optimised per query
As a CRM, Dixa invests in routing, workflows, and agent tools. Its AI runs on a fixed model architecture. Certainly connects to 200+ models via OpenRouter because model flexibility is central to what we do. Use a fast model for simple lookups, a reasoning model for complex queries, and switch in seconds.
8 years of focused expertise
Certainly has been building conversational AI since 2017. While Dixa has perfected the agent experience, we have spent those same years perfecting autonomous resolution across millions of conversations. That depth of specialisation is why the integration works: each platform does what it was built to do.
Handover & ticket intelligence
Every ticket arrives complete.
Whether a conversation was fully resolved by AI or escalated to a human, Dixa gets a structured ticket with everything your team and your dashboards need. Closed tickets feed your reporting. Open tickets give your agents a head start.
Why Certainly
What a specialistadds to Dixa.
Dixa is a great CRM. Certainly makes it better by adding a dedicated AI layer that resolves, escalates, and reports without duplicating what Dixa already does well.
Any LLM, your choice
Mim is tightly coupled to Dixa's own model. Certainly lets you bring GPT, Claude, Gemini, or any model via OpenRouter. Optimise for accuracy, speed, or cost per query type, and switch models without engineering effort.
200+
models available
Every channel, one agent
WhatsApp, Instagram, Facebook Messenger, email, web chat. Certainly resolves across all channels and feeds everything back into Dixa as structured tickets.
6
channels supported
A partner, not just a plugin
We don't just give you an API key. Our team configures your AI agent, tunes it to your brand voice, and evolves it as your support needs change. Dedicated support, not a help centre link.
Dedicated
team alongside yours
The result
AI that resolves. Dixa that reports.
80%
of queries resolved without a human
100%
of conversations logged as Dixa tickets
Days
to go live, not months
Questions