Daktela Copilot

Function description

Daktela Copilot is an AI assistant designed to improve written communication by making it more appealing, grammatically correct, and efficient. It also facilitates two-way translation for customer interactions.

Key Features:

• Rephrasing : Tailors your message style—formal, friendly, or extended—for effective communication.
• Translation : Breaks language barriers with instant, two-way translation.
• Custom GPT Prompts : Lets you define your style and tone for personalized message crafting.
• Summarisation : Provides instant overviews of extensive client communications. Copilot can be enabled for any user (excluding Cloud-Phone users) and has no usage limitations .

Rephrasing

Transform your text with ease in any text-based activities, ticket comments or knowledge base articles. Rephrase the text, adjust its length to make it longer or shorter , refine it to sound more professional or friendlier , or simply correct any spelling errors . Or combine these functions until the text feels just right to you. All this can be done in just a few clicks.

Custom Prompts

Take full control of how your messages are transformed. Add prompts to customize messages based on specific needs. Custom prompts can be used across all text-based communication channels, ticket comments, and knowledge base articles.

Translation

Manually translate messages or enable automatic two-way translation to eliminate language barriers with just two clicks. Translations can be used across all text-based communication channels, ticket comments, and knowledge base articles. It also allow you to translate Smart Call Transcript in Listings module.

Automatic Translation via Queue Settings

Admins can pre-configure automatic translation directly on a chat queue (Web Chat, Facebook Messenger, WhatsApp, Instagram DM, Viber, Social Media), so agents don't need to start it manually.

• Enable Automatically start translation on the queue and select an Agent translation language — either a specific language or Use agent's profile language.
• When an agent accepts a chat from that queue, translation starts automatically: incoming messages are shown in the configured language, and the customer's language is detected and set for outgoing translation.
• If the customer's language changes mid-conversation, the existing language-detection prompt still appears.
• Agents keep full control during the session — they can change the active translation language, or disable incoming/outgoing translation independently. These changes apply only for that chat and don't affect the queue configuration.

See the queue field details: Web Chat Queue, Facebook Messenger Queue, WhatsApp Queue, Instagram DM Queue, Viber Queue, Social Media Queue.

Email Translation

Translate incoming e-mails directly within a ticket without leaving Daktela. Click Translate in the action buttons at the bottom of the email activity, select a language, and the subject and body are instantly replaced. Save favourite languages for quick access, and revert any translation with a single click.

Info

Translations are displayed on the frontend only and are not saved to the database.

Summarisation

Summarise lengthy communications in tickets or activities with a single click. It also enables you to summarise CRM contacts, providing a six-month overview of exchanged communications with a customer.

Warning

Note: The prompts for summarising activities and CRM contacts are currently in testing, and results may vary.

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Licensing and Setup

Licensing

Copilot requires a per-agent licence, available at a fixed monthly cost. Administrators can manage copilot licences in the Licensing Module under the Add-ons Tab .

Assigning Licences

Copilot is granted through profiles:

1. Go to Settings → Users → Profiles, open the profile and go to the Access & scope tab.

2. In the AI functions area, find Daktela Copilot and choose its features:

3. Summarisations: users may summarise tickets, contacts, accounts and chats.

4. Text composing features: assisted writing such as Expand, Friendly, Professional or Translate.

Granting either feature makes every user who holds the profile consume a Copilot licence. With neither granted, no licence is consumed.

Tip

To give Copilot only to some agents, create a separate profile — for example, clone an existing profile, enable Copilot in it, and give that profile to the agents who should have it. Because profiles combine, you can also attach it as a secondary profile on top of their usual one — see How Profiles Combine.