Skip to content

Custom Call Scripts

A custom call script is the form for custom activities β€” work items that your own systems create through the Daktela API and that agents handle in a custom queue (e.g. a task from your e-shop or an internal tool). The call script gives those activities their fields, colour and icon, and it can send them to its custom queue without the API request naming the queue.

Custom call scripts are created in the same list as ordinary Call Scripts, but they are used only with custom queues, never with campaigns. For the full setup β€” queue, agents and the API request β€” see How Custom Queues Work.

Create a New Custom Call Script/Edit Custom Call Script

Go to Settings β†’ Call Scripts and click Add new custom. The custom call script details will open.

  • Fill out the Title and Description.
  • Select the Queue the call script will be associated with. It must be a custom queue β€” activities created with this call script are distributed in it.
  • Select a Colour and an Icon β€” these will be displayed when custom activities with the call script are part of a ticket.

You can now set up your custom fields – see below.

Set up Your Custom Field Layout

Open the custom call script and click Change in the Form column.

The form builder and custom fields work the same across Daktela β€” see Custom Fields & Forms for the complete guide: layout, default values, field types and option editing. Custom call scripts use the call script pool of custom fields, not the one shared by tickets and CRM.

Note

Custom call scripts offer a smaller set of field types β€” Number, Rich text and the reference fields (User, CRM Contact, CRM Account, CRM Record, Ticket, Group, Status) are not available there.