Email Queue

Email queues handle communication between an email server and Daktela.

---

Email Queue Details

Fill out the Unique queue number , Title and Description (optional), then sign in to your email server and set up your queue. Queue Number Auto-Suggestion Daktela will automatically suggest the next available number based on previous numbers of the same queue type (including deleted ones).

Warning

For your email queue to send and receive email, you need to set up Incoming mail server and Outgoing mail SMTP server at the bottom of the queue settings.

---

Queue Field Details

Open more settings using theExtended button in the top right corner.

Field	Description
Advanced settings
Queue active	By disabling the queue, you can quickly pause it. Call queues will stop dialling new calls. Already dialled calls will not be interrupted. Email queues will stop receiving emails. Outgoing emails will not be affected.
Auto response	Select a template to automatically send as a reply to all newly created tickets received using this queue. Will only be used during working hours if set up below. Go to Manage → Settings → Templates to set up your templates.
Working hours	Select your working hours from your Time groups. Go to Manage → Settings → Time groups to set up your Time groups.
Sender info	Title of sent email. Queue and user object can be used. e.g. {{user.alias}} - {{queue.title}}
Sender address	This address will appear as the sender’s address. Must be allowed on mail server!
Reply-to header	The email address to which replies should be sent. If left empty, replies will be sent to the default address.
Signature template	Select an Email signature template to automatically add to emails. Go to Manage → Settings → Templates to set up your templates.
NPS survey template	Template for adding Net Promoter Score surveys. Go to Manage → Settings → Templates to set up your templates.
Postprocessing in event	Warning: This is an advanced feature. When set up incorrectly, it will break outgoing emails in this queue. Turn on if you want to transform your outgoing emails using a custom script before they are sent out. The email queue will pass the email onto the event selected – the event must take care of sending the email. To enable this functionality, it is necessary to have an Email Postprocessing event prepared.
Wrapup time	Select the amount of time that needs to pass before a new activity can be routed to an agent that has just finished an activity (the length of the Wrap pause).
Multiple statuses	Allow or disallow users to set multiple statuses for activities using this queue.
SSL Trusted	Allow trusted certificates only.
Helpdesk title	Select the helpdesk for this queue. Contact Daktela Support to set up a helpdesk.
Incoming mail server !!! warning Daktela requires a direct mailbox integration rather than an email alias. The connection relies on full authentication credentials (via IMAP, SMTP, or MS Graph protocols), which aliases do not possess. If a mailbox has multiple aliases associated with it, the system will retrieve all mail delivered to the primary account. To send outbound messages from an alias address, the appropriate "Send As" permissions must be configured on your email server.
IMAP
Protocol	Select how you would like to authenticate communication with your email server.
Server	The server your email is located on. Contact your email provider to find your address.
Name	Your login name – usually the same as your email address.
Password	Your email login password.
SSL	Turn on to connect using SSL.
Don't keep emails  (Extended)	Do you want to remove emails from the mail server after downloading them?
POP3
Protocol	Select how you would like to authenticate communication with your email server.
Server	The server your email is located on. Contact your email provider to find your address.
Name	Your login name – usually the same as your email address.
Password	Your email login password.
SSL	Turn on to connect using SSL.
Do not keep emails	Do you want to remove emails from the mail server after downloading them?
IMAP + OAuth2
Protocol	Select the protocol used to communicate with the email server (POP3 or IMAP, from 6.21+ Microsoft Office 365 OAuth2 or Google OAuth2). If you encounter the “Need admin approval” issue with microsoft, it is necessary to grant the required permissions according to the steps below (Azure Security Setting for Microsoft Office 365).
Use same method for Outgoing	Use same settings (including token) for outgoing emails. One token is used for incoming & outgoing emails.
Name	Your login name – usually the same as your email address.
Do not keep emails	Do you want to remove emails from the mail server after downloading them?
Google API + OAuth2
Protocol	Select how you would like to authenticate communication with your email server.
Use same method for Outgoing	Use same settings (including token) for outgoing emails. One token is used for incoming & outgoing emails.
Name	Your login name – usually the same as your email address.
Oauth provider	Click the G button to authorise Gmail.
Do not keep emails	Do you want to remove emails from the mail server after downloading them?
AzureAD GraphAPI + SSO
Protocol	Select how you would like to authenticate communication with your email server. If you encounter the “Need admin approval” issue with microsoft, it is necessary to grant the required permissions according to the steps below (Azure Security Setting for Microsoft Office 365).
Use same method for Outgoing	Use same settings (including token) for outgoing emails. One token is used for incoming & outgoing emails.
Name	Your login name – usually the same as your email address.
Oauth provider	Click the Windows button to authorise email.
AzureAD GraphAPI Tenant
Protocol	Select how you would like to authenticate communication with your email server.
Use same method for Outgoing	Use same settings (including token) for outgoing emails. One token is used for incoming & outgoing emails.
Name	Your login name – usually the same as your email address.
Configuration	You can find configuration in integrations. First of all you have to create an Azure Email Tenant Application configuration in Integrations (External Libraries ).
Outgoing mail SMTP server
SMTP server
Protocol	Select how you would like to authenticate communication with your email server.
Server	The server your email is located on. Contact your email provider to find your address.
Name	Your login name – usually the same as your email address.
Password	Your email login password.
Port	SMTP | Port 587 Use for your business or for secure connections. Port 587 is the default SMTP port, most businesses use this port. SMTP | Port 465 Use if your application or company require. Port 465 is a port that carries out message submission over Implicit TLS protocol. SMTP | Port 25 - Use for non-encrypted connections. Still thought of as the standard SMTP port, most residential ISPs and hosting providers block port 25 due to heavy spam traffic. Note: STARTTLS on port 25 is available if the server supports it.
SMTP + OAuth2
Protocol	Select how you would like to authenticate communication with your email server.
Server	The server your email is located on. Contact your email provider to find your address.
Name	Your login name – usually the same as your email address.
Port	SMTP | Port 587 Use for your business or for secure connections. Port 587 is the default SMTP port, most businesses use this port. SMTP | Port 465 Use if your application or company require. Port 465 is a port that carries out message submission over Implicit TLS protocol. SMTP | Port 25 - Use for non-encrypted connections. Still thought of as the standard SMTP port, most residential ISPs and hosting providers block port 25 due to heavy spam traffic. Note: STARTTLS on port 25 is available if the server supports it.
Google API + OAuth2
Protocol	Select how you would like to authenticate communication with your email server.
Name	Your login name – usually the same as your email address.
Oauth provider	Click the G button to authorise Gmail.
AzureAD GraphAPI + SSO
Protocol	Select how you would like to authenticate communication with your email server.
Name	Your login name – usually the same as your email address.
Oauth provider	Click the Windows button to authorise email.
Tickets
Category	Select a category that will automatically be assigned to tickets created in activities using this queue.
Auto response exceptions	Auto responses will not be sent to these email addresses – checks both "from" and "reply-to" fields. You can enter only domain or use wildcards * (for anything) and ? (for any character).

---

Save your queue.

Tip

Don't forget to set up:

• which Agents can use the queue.
• the queue's relations.
• the queue's widget scheme. See Queues for instructions.

---

How to Authorise Gmail For Use With Daktela

Incoming email

1. Under Incoming mail server, select the Google OAuth2 Protocol.
2. Enter your email address into the Name field.

3. Click the G button to authorise Gmail.

4. A new tab will open. Sign in to your Google Account.

5. Grant Daktela permission to access your Google Account. Make sure to check Read, compose and send emails from your Gmail account . Click Continue .

   

Outgoing email

Fill out the following under Outgoing mail SMTP server :

Field	Description
Server	smtp.gmail.com
Name	Enter your email address.
Port	Select465 (Encrypted connection SSL) .

How to Authorise Microsoft Office 365 For Use With Daktela

Incoming email

1. In the Incoming mail server section, select AzureAD GraphAPI + SSO in theProtocol field.
2. Enter your email address into theName field.
3. Click the MS window button to authorise your MS Account. a. A new tab will open. Enter your email address and clickNext to continue.

b. Enter your password and clickSign in.

c. ClickYes to continue.

d. Finish the authorisation by click theYes button.

4. Aftersuccessfulauthorisation the MS Windows button will change colour to green.

Outgoing email

Fill out the fields in the Outgoing mail SMTP server section.

Field	Description
Server	smtp.office365.com
Name	Enter you email address.
Password	Enter your password. !!! warning For two-step verification you need to generate the App Password. Generate one and enter it here.
Port	587

Azure Security Setting for Microsoft Office 365

Scenario 01 Screen 01

Screen 02

Screen 03

Scenario 2 Screen 01

screen 02

screen 03

screen 04

Screen 05

screen 06

screen 07

---

Incoming Email Process

Incoming emails, email routings, tickets, categories, views – how are they all connected? When you receive an email at an address that you have linked with Daktela, it will be routed according to the chart below:

Step	Description
Incoming email and Mailbox	You receive an email on your mail server.
Email queue	The mail server is synchronised with Daktela via an email queue. The incoming email becomes a part of a ticket (a new ticket if it is a new email or an existing ticket it the email is a reply). The queue sets the ticket category.
Email routing	In email routings, you can define conditions under which further ticket parameters will be set. If none of the conditions are met, new tickets will only have a category set and the rest of the parameters will be blank. The category set in email routings will overwrite the category set in the email queue.
Ticket in All Tickets	The ticket is visible in All tickets to users that have rights to the ticket's category.
Ticket in another Ticket View	A ticket view is a predefined ticket filter that groups together tickets based on their parameters (either set up in the email queue or email routings, or selected manually in the ticket). Consequently, a single ticket can be part of several views – e.g. one based on its category, one based on its status and one based on its age since the last activity. A view is accessible to all users that have rights to it. However, to view the tickets contained in the view, they must still have rights to their categories. This means that different users can see different tickets in the same view. In the example below, there are 3 users that all have rights to the view "Leads". - UK Sales Person only sees tickets in the "UK Leads" category in the view. - FR Sales Person only sees tickets in the "FR Leads" category in the view. - Sales Manager sees tickets in both categories in the view.

---