Skip to content

Daktela Routing Modules

The Daktela Routing modules let you check the availability of queues, ring groups, and users in your connected Daktela instance, and transfer conversations to them β€” all without any coding or custom API setup.

These modules are available once your Coworkers instance is connected to Daktela.

Queue Availability

Checks whether a queue in Daktela currently has at least one available agent for transfer.

Use this module to avoid transferring a conversation to an unstaffed queue. Based on the result, you can route the dialog to a transfer module or offer the user a callback / alternative option.

Output paths:

  • Available β€” at least one agent in the queue is ready to accept the conversation
  • Unavailable β€” no agents are currently available in the queue

Ring Group Availability

Checks whether a ring group in Daktela has at least one available operator.

Output paths:

  • Available β€” at least one member of the ring group is available
  • Unavailable β€” no members are currently available

Time Condition

Checks whether the current time matches a configured time condition in Daktela (including business hours, holidays, and date-based rules). Use this to branch the dialog based on time or date β€” for example, routing differently outside business hours.

Output paths:

  • Match β€” current time satisfies the condition
  • No match β€” current time does not satisfy the condition

Transfer to Queue

Transfers the active conversation to a queue in Daktela.

Select the target queue from your connected Daktela instance. The conversation is handed off to the queue and assigned to the next available agent.

Tip

Combine with a Queue Availability check before transferring to avoid routing to an empty queue.

Transfer to Ring Group

Transfers the active conversation to a ring group in Daktela.

Select the target ring group from your connected Daktela instance.

Transfer to User

Transfers the active conversation to a specific agent in Daktela.

Select the target user from your connected Daktela instance.

Tip

Combine with a User Availability check before transferring to confirm the agent is currently available.

User Availability

Checks whether a specific agent in Daktela is currently available to accept a conversation.

Output paths:

  • Available β€” the selected agent is available
  • Unavailable β€” the selected agent is not available