Dixa Messenger Meets EU Accessibility Requirements & WCAG 2.2

We’re happy to share that the Dixa Messenger Widget has fully passed its latest accessibility audit.

This is an important milestone, but more importantly, it reflects something we care deeply about: customer service should be accessible to everyone.

For many people, contacting a business is not always as simple as opening a chat and typing a message. Someone may rely on a keyboard rather than a mouse, use a screen reader to understand what is on the page, need clear form labels and error messages, or use a smaller screen at high zoom. When those basics are missing, getting help can become frustrating or impossible.

That is why accessibility is built into how we evaluate Dixa Messenger.

Our latest audit covered the full journey: opening and navigating the widget, starting a conversation, completing forms, sending and receiving messages, using help-centre content, giving feedback, and using the experience at different screen sizes. The widget passed across these tested flows.

We assess Messenger against WCAG 2.2 Level A and AA. This goes beyond the baseline currently expected under the European Accessibility Act. We do this because accessibility should not be treated as a box to tick once a regulation requires it. It is part of building a product that works well for more people, in more situations.

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A quick guide to the standards

The European Accessibility Act (EAA) is an EU directive that sets common accessibility requirements for certain consumer products and services, including e-commerce and electronic communications. It has applied across the EU since 28 June 2025, through national legislation. Its aim is to reduce barriers for people with disabilities and create more consistent accessibility expectations across Member States. Learn more about the EAA

WCAG 2.2 is the World Wide Web Consortium’s international standard for making digital content more accessible. It is organised around four principles: content must be perceivable, operable, understandable and robust. Its testable requirements are grouped into three conformance levels: A, AA and AAA. Meeting Level AA means meeting both Level A and Level AA requirements. Learn more about WCAG 2.2

For our customers, this means they can offer a more widely accessible customer-service experience through Dixa Messenger. For their customers, it means a clearer and more inclusive way to ask for help when they need it.

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Accessibility is not a finish line

Passing an audit is a meaningful milestone, but accessibility is ongoing work. As Messenger evolves, new issues can emerge, and we will continue to test, learn and improve.

If you experience an accessibility issue or have a concern about using Dixa Messenger, please contact our Support team and let us know. Your feedback helps us identify issues and keep Messenger accessible for everyone.