How Custom Queues Work¶

Custom queues distribute custom activities — activities your own systems create through the Daktela API. Use them to route any work item that isn't a call, chat or email (e.g. tasks from an external system) to agents with the same queueing, priorities and distribution strategies as any other channel.

The Journey of a Custom Activity¶

flowchart LR
    api["Your system<br>(API request)"] --> queue["Custom queue"]
    queue --> agents["Agents"]

Your system creates a custom activity via the Daktela API and targets it at a queue (or at a Custom record type linked with a queue).
The queue distributes the activity to your agents according to its distribution strategy, exactly like any other channel.

There is no connector or routing chain — the API request itself decides which queue the activity enters.

Set Up a Custom Queue¶

1. Create the Queue¶

Go to Settings → Routings → Queues and click Add new, then select Custom.
Fill out the Unique queue number and the Title.
Click Save.

Every field is described in the Custom Queue reference.

2. Add Agents to the Queue¶

In the queue list, click Change in the Agents column.
Check (tick) the user rights that should have access to the queue, set a Priority and a Login type.

See Queue Basics – Assign Agents to a Queue for all the options.

3. Create Activities via the API¶

Custom activities can only be created via the Daktela API using a POST request at the endpoint /api/v6/activities with the payload:

{"type" : "CUSTOM"}

To distribute the activity in a custom queue, the API request must contain either:

the queue's unique name, e.g.
```
{"queue" : "869980"}
```
You can find the queue's unique name by opening it in the web app – the name will be displayed in the browser's address bar, e.g. yourpbx.daktela.com/manage/queues/custom/update/869980

or

a Custom record type's unique name, e.g.
```
{"record_type" : "types_60fa7c3025547213196671"}
```
The Custom record type must also be linked with the queue. You can find the custom record type's unique name by opening it in the web app – the name will be displayed in the browser's address bar.

You can also fill your Custom record type's custom fields via an API request with the payload:

"customFields": {"customFieldName": ["value"]}

e.g.

"customFields": {"email": ["daktela@daktela.com"]}

4. Test¶

With an agent logged in to the queue and in the Ready state, send a test API request and check that the activity rings the agent.