My Profile¶

Set up your personal details, choose which notifications you get, manage your own greetings and templates, and select your language and colour theme. Click your profile picture or user name in the top right corner of the screen, then click My profile.

My profile has six tabs: My profile, My login sessions, Notifications, Email notifications, Agent Greetings and Agent Templates.

My Profile Settings¶

Edit your user title, which is displayed across Daktela. Note: this is not the user name you log in with. You can also pick an emoji to display next to your name.
Enter an email address for notifications.
Enter an alias. This is the name customers see in chat-based activities (if the queue allows it).
Upload your profile picture, which is displayed next to your name. Customers also see it in chat-based activities (if the queue allows it).
Select a time zone for your Daktela account. Choose Automatic to follow your computer's time, or select a specific country.
If you don't want to confirm sending emails with Ctrl+Enter, turn this setting off.
Change your password. Enter your old password first, then your new one. Remember it or use a password manager — you need it to log in to Daktela.
Gender for AI-generated text — if you use Copilot functions in Daktela, generated text is written in this gender.
Two-factor authentication — visible only when your administrator has set your 2FA to Authenticator app – optional. Scan the QR code with an authenticator app (for example Google Authenticator, Microsoft Authenticator or Authy), enter the 6-digit verification code, and save to turn 2FA on. You can also turn 2FA off here. If your administrator has set your 2FA to anything else (Email OTP, Authenticator app – enforced, or Off), this section is not shown.

Lists the devices and browsers you are currently logged in on. You can log out of each one separately.

Notifications¶

Choose which system notifications you get and how. Notifications are grouped by module, and you can set up each notification trigger separately. You only see the notification settings of modules your profile gives you access to.

Setting	Description
Enabled	Get a notification when the event happens. It shows up in the notification bell in the top bar and in the notification centre. This must be on for the other settings to take effect.
Toast	The notification also appears as a toast in the bottom right corner of the screen.
Desktop	The notification is also sent to your computer's notification centre when the Daktela browser tab is open but not active. Toast must be on for this to work.
Group	If several notifications are triggered for the same object, you get a single notification with the total number of events. Example: if five changes happen on the same ticket, you get only one notification in the bell or toast.
MobileApp	The notification is also sent to the Daktela Mobile App as a push notification.

Email Notifications¶

Set up email notifications about ticket events, separately for each ticket category. They are sent to the notification email address in your user details.

Setting	Description
Owner	Send if you are the owner of a new ticket, or if there is a new activity in one of your existing tickets in this category.
Followed	Send if you follow a ticket in this category and it has a new activity.
New	Send when a new ticket is created in this category, or when a ticket's category is changed to it.
Edit/New activity	Send if there is a new activity in a ticket in this category.

Agent Greetings¶

Record and manage recordings that you can play during calls — either automatically after you answer, or manually. Click the Agent Greetings tab.

For administrators

Whether an agent can use and upload greetings is set in their profile. To manage greetings for your whole team, see Agent Greetings.

Create a new greeting.
Set up a new recording.
Play the recording.
Edit the greeting.
Delete the greeting.

Create / Edit Greeting¶

Enter a greeting title.
Enter a greeting description.
Enter a code you can dial from your phone to play the greeting. Ask your supervisor which codes you can use.
Select the queues where you want to use the greeting.
Tick to play the greeting automatically after the call is answered.

Save the greeting. Next, set up a recording for your greeting.

Set up a Recording¶

Click Add Recording. If your greeting already has a recording, confirm that you want to overwrite it. If you don't have any greetings yet, create one first. The Record/Upload new recording window opens. There are two ways to set up your recording:

Select a recording from your computer, or drag and drop it into the grey area around the Select files button. Click Save.
Record your greeting over the phone. Click Continue and follow the instructions on screen. You must be logged in and Ready to record a greeting over the phone.

Use Your Greeting During a Call¶

Once your greeting is set up, you can use it in your calls. If you turned on automatic playback, the recording plays automatically at the beginning of the call. You can play it again if you need to. The greeting playback controls appear in the Phone widget during your calls. Select a greeting from the dropdown and use the play and stop buttons. You can also play the recording by dialling its code on your phone's keypad.

Agent Templates¶

Create and manage your own templates, such as signatures and messages you send often. Click the Agent Templates tab.

Create a new template.
Edit a template.
Delete a template.

Create / Edit Template¶

Enter a title.
Enter a description.
Select a template type from the dropdown.
Select the queues where you will use the template.
Select a parent template (email only).
Enter an email subject (email only).
Enter a URL where your external data is stored. See Templates for more information.
Select plain or rich formatting (email, email signature, Viber and NPS only).
Enter your template text.
Select an attachment, or drag and drop it into the grey area around the Select files button (email only).

Save the template. Items 5, 6 and 10 only appear when you select an email template.

Preferences¶

Select your language and colour theme, and check your browser settings. Click your profile picture or user name in the top right corner of the screen, then click Preferences.

My Settings Detail¶

Select the Daktela language.
Select a colour theme.
Check that pop-ups are allowed in your browser. Click Check — the button turns green with Allowed if they are. If it turns light blue with Need to allow, allow pop-ups in your browser settings, then click Need to allow to check again.
Check that notifications are allowed in your browser. Click Check — the button turns green with Allowed if they are. If it turns light blue with Need to allow, allow notifications in your browser settings, then click Need to allow to check again.
Check that Daktela may use geolocation in your browser. Click Check — the button turns green with Allowed if it may. If it turns light blue with Need to allow, allow geolocation in your browser settings, then click Need to allow to check again.
Check that Daktela may use the devices listed next to the button. Click Check — the button turns green with Allowed if it may. If not, your browser asks you for permission.
Clear the Daktela cache in your browser.

What Next¶

Get Started — go Ready and handle your first activity.
Keyboard shortcuts — work faster without the mouse.
Dashboard — your activities, statistics and calendar.