Routings - Daktela Documentation¶

Overview¶

The Routings section in Daktela's Administrator Settings provides configuration options for directing incoming communications across multiple channels to appropriate agents and queues.

Available Routing Types¶

The documentation outlines routing configurations for the following communication channels:

Call Routings - For incoming and outbound telephone calls
Email Routings - For email message distribution
SMS Routings - For text message handling
Web Chat Routings - For web-based chat interactions
Click-to-Call Routings - For click-to-call functionality
Facebook Routings - For Messenger communications
WhatsApp Routings - For WhatsApp message routing
Viber Routings - For Viber platform messages
Instagram DM Routings - For Instagram direct messages

Documentation Structure¶

This page serves as a central hub within the Administrator section, specifically under Settings. Each routing type has dedicated documentation covering its specific configuration requirements and parameters.

The documentation is available in multiple languages (English and Czech) and covers version 2025.2 of the Daktela Contact Centre platform, with backward compatibility notes for versions 2025.1 and 2024.4.