Skip to content

Daktela Documentation

Core Concepts

🇬🇧 English
🇨🇿 Česky

Initializing search

Contact Centre
AI Coworkers
Mobile App
Desktop App
Browser Extension
Cloud Phone
WFM
Integrations
Other Resources

Daktela Documentation

Contact Centre
Contact Centre
- Overview
- AI Functions
  AI Functions
- Agent
  Agent
  - Log in to Daktela
  - Get Started
  - Incoming Calls
  - Outgoing Calls
  - Email
  - Webchat
  - SMS
  - Facebook | Viber | WhatsApp | Instagram DM
  - Activity Widgets
  - Activities in Sidebar
  - Dashboard
  - Tickets
  - Social Media
    Social Media
    
    Facebook Comments
    
    Instagram Comments
  - CRM
  - My Profile
- Team Leader
  Team Leader
  - Blacklist
  - Knowledge Base
  - Listings
    Listings
    
    Interactions
    Interactions
    
    Calls
    
    Emails
    
    SMS Messages
    
    Web Chats
    
    Facebook Messenger
    
    WhatsApp
    
    Viber
    
    Activities
    
    CDR
    
    Attempts
    
    QA Reviews
    
    Sessions
    
    User Tracing
  - Application
    Application
    
    Realtime
    
    Wallboards
    
    Fax Server
    
    SMS Server
    
    Announcements
  - Reporting
    Reporting
    
    Statistics
    
    Reports
    
    Analytics
  - Bulk Operations
  - Filtering and Filter Schemes
- Administrator
  Administrator
  - Users
    Users
    
    List of Users
    
    Accesses
    
    Rights
    
    External Users
    
    Call Permissions
  - Devices
    Devices
    
    SIP Devices
    
    WebRTC Devices
    
    External Numbers
    
    MS Teams Devices
    
    Provisioning
  - CRM
    CRM
    
    Contacts Database
    
    Accounts Database
    
    CRM Record Types
    
    Blacklist Database
  - Tickets
    Tickets
    
    Views
    
    Categories
    
    SLA
    
    Macros
  - Knowledge Base
  - Queues
    Queues
    
    Calls Inbound
    
    Calls Outbound
    
    Campaigns
    Campaigns
    
    Preview Campaign (Manual)
    
    Progressive Campaign
    
    Predictive Campaign (Dialler)
    
    Robocaller
    
    Queue Types
    Queue Types
    
    Email Queue
    
    SMS Queue
    
    Web Chat Queue
    
    Web Click to Call
    
    Facebook Messenger Queue
    
    WhatsApp Queue
    
    Viber Queue
    
    Instagram DM Queue
    
    Social Media Queue
    
    Custom Queue
  - Routings
    Routings
    
    Calls
    
    Emails
    
    SMS
    
    Web Chats
    
    Facebook
    
    WhatsApp
    
    Viber
    
    Instagram
  - Workflows
    Workflows
    
    Call Scripts
    
    Groups
    
    Pauses
    
    Statuses
    
    Tabs
    
    Templates
    
    Time Groups
    
    Social Media Views
    
    QA Forms
    
    Events
    
    Event Configuration
    
    Agent Greetings
  - Analytics
    Analytics
    
    Analytics Settings
  - System
    System
    
    Licensing
    
    Global Settings
  - SIP Phone Setup
    SIP Phone Setup
    
    Overview
    
    SIP Phone Setup
    
    Hardware
    Hardware
    
    Yealink Phones
    
    Cisco SPA
    
    Gigaset
    
    Phone Accessories
    
    External Address Book
    
    Software
    Software
    
    Daktela SW Phone
    
    WebRTC Client
    
    Zoiper 5
    
    Linphone
    
    MicroSIP
    
    Telephone (macOS)
    
    Answer Calls Without Auto-Answer
  - Remote Support
  - General Information and Tips
- A Quick Start Guide for Admins
  A Quick Start Guide for Admins
- Other Resources
  Other Resources
AI Coworkers
AI Coworkers
- Overview
- Quick Start (10 min)
  Quick Start (10 min)
  - Overview
  - AI Agent Tutorial
- Platform Basics (30 min)
  Platform Basics (30 min)
- Manager's Guide
  Manager's Guide
- Core Concepts
  Core Concepts
  - Overview Overview
    Table of contents
    
    Handling conversations
    
    Creating dialogs
  - Static vs Generative
  - Understanding the User
  - What is Context
- Instance Admin
  Instance Admin
  - Overview
  - Dashboard
  - Dialogs
    Dialogs
    
    Overview
    
    Modules
    Modules
    
    Overview
    
    Agent Module
    
    Carousel Module
    
    E-mail Module
    
    Daktela Routing
    
    Daktela Tickets
    
    Product Advisor
    Product Advisor
    
    Overview
    
    Module Settings
    
    Product Feed Setup
  - AI Knowledge
    AI Knowledge
    
    Overview
    
    Add/Edit Knowledge
    
    How to Improve Accuracy
    
    Use AI Knowledge
  - API Integrations
    API Integrations
    
    Overview
    
    Add/Edit Integrations
    
    Inputs for Agent Module
    
    Use Integrations
  - Instances Management
    Instances Management
    
    Overview
    
    Instances
    
    Users
    
    Billing
  - Calls, Chats & Emails
- Changelog
Mobile App
Mobile App
- Overview
- Getting Started
  Getting Started
- Core Features
  Core Features
- App Menu
  App Menu
- User Types & Resources
  User Types & Resources
Desktop App
Browser Extension
Browser Extension
- Overview
Cloud Phone
Cloud Phone
WFM
WFM
- Overview
- Introduction
  Introduction
- Features
  Features
  - Dashboard
  - Schedule
- Reports
  Reports
- Users
  Users
  - Employees
  - Workplaces
- Administration
  Administration
- Schedule Conditions
  Schedule Conditions
  - Periods
  - Needs
  - Request Types
  - Shifts
  - Breaks
- Integrations
  Integrations
- Configuration
  Configuration
Integrations
Integrations
- Overview
- Authentication
  Authentication
- CRM Integrations
  CRM Integrations
- CTI Panels
  CTI Panels
- SDKs
  SDKs
  - REST API
  - PHP SDK
  - Python SDK
  - JavaScript SDK
  - Java SDK
  - Dart SDK
  - .NET SDK
  - MCP Server (PHP)
- E-commerce
  E-commerce
  - PrestaShop
  - Shoptet
  - Shoper
  - SkyShop
  - WooCommerce
- Accounting & ERP
  Accounting & ERP
  - Billingo
  - Pohoda
  - Money S4/S5
  - Helios Green
  - K2
- Other
  Other
Other Resources
Other Resources
- Overview
- Compliance
  Compliance
- Daktela Features
  Daktela Features
- Technical Documentation
  Technical Documentation
- Help Centre
  Help Centre

Table of contents

Handling conversations
Creating dialogs

Core Concepts¶

Handling conversations¶

Understanding the user
Static vs. Generative Responses

Creating dialogs¶

What is $context?

API Docs Release Notes Changelog Roadmap Status

Copyright © 2026 Daktela