Events

Using the Events module in Manage → Settings → Events, you can trigger an action after an event in your PBX, by using a time condition or using the API. You can e.g. send an email to the contact centre manager when a new ticket is created. You can set up multiple actions to take and limit them using different conditions. Using the loader, you can save an object into a variable a use it in your actions, you can e.g. save the current user's object into a variable and send the user's name in an email.

Create a New Event/Edit an Event

Go to Manage → Settings → Events to see a list of your events.

To create a new event from scratch, click Add new.

To use an existing event as a template for your new one, click Clone in the Actions column.

To edit an event, click its title.

The event details will open.

Event Details

Fill out the Title and Description (optional).

Under Step, choose how soon after the event start it can be started again (counted from previous start) or select the time from the drop down menu.

Select the Event type. Follow the instructions in the table below according to your chosen type.

Select whether the event should be Active. If you select No, it will not be triggered. You can also activate and deactivate events from the event list using the toggle switch.

Event type

Description

Regular

Event: in the first column, select where you are expecting the event to take place - see List of events by type. In the second column, select the event that will trigger the Event. If you want your event to be triggered by batch editing, turn on Use in multi-actions. If you select No and your event is e.g. ticket deletion, if you select multiple tickets and delete them in batch, the event will not be triggered.

Time condition

Select the Time conditions when the event will be triggered.

Custom

There are 2 ways to use Custom events:

1. Trigger your event using the API:

In the Event field, enter the name that you will use to trigger the event in your API call, e.g. event1.
When you want to trigger the event, make an API call to the eventsLogs endpoint using the POST method. Pass the name you entered in Event using the name key.

In this example, each part of the API call is on a new line for clarity. In practice, it should be sent as one piece.
CODE
```
https://yourcompany.daktela.com/api/v6/eventsLogs.json?
_method=POST&
name=event1&
params[person]=John&
params[deadline]=08/04/2022&
accessToken=dfjkhfdgkj8698
```
You can use the params you send in your API call e.g. in your Templates in the format {{person}}, {{deadline}} to insert their values.

2. Trigger your event by a Daktela system event that is not available in Regular events:

In the Event field, enter the event trigger in the format model::action, e.g. queues::update. You can see a list of models and actions recently performed in your contact centre in Listings → Audit and Batches.

Save your event.

Don't forget to set up the Rights that can work with the event and the Actions that should happen when the event is triggered.

List of Events By Type

Event type	Event name	When the event is triggered	Available properties in Actions
Session	Logged in	When a user logs in to Daktela	{{user}} – username {{_sys[host]}} – user IP address {{_sys[aclUser]}} – username of the user who set this status for user {{user}} {{time}} – time of the event
Session	Logged out	When a user logs out of Daktela	{{user}} – username {{_sys[host]}} – user IP address {{_sys[aclUser]}} – username of the user who set this status for user {{user}} {{time}} – time of the event
Session	Ready	When a user goes ready	{{user}} – username {{_sys[host]}} – user IP address {{_sys[aclUser]}} – username of the user who set this status for user {{user}} {{time}} – time of the event
Session	Unready	When a user goes unready	{{user}} – username {{_sys[host]}} – user IP address {{_sys[aclUser]}} – username of the user who set this status for user {{user}} {{time}} – time of the event
Session	Queue logged in	When a user logs in to a queue	{{user}} – username {{_sys[host]}} – user IP address {{_sys[aclUser]}} – username of the user who set this status for user {{user}} {{time}} – time of the event
Session	Queue logged out	When a user logs out of a queue	{{user}} – username {{_sys[host]}} – user IP address {{_sys[aclUser]}} – username of the user who set this status for user {{user}} {{time}} – time of the event
Session	Paused	When a user starts a pause	{{user}} – username {{_sys[host]}} – user IP address {{_sys[aclUser]}} – username of the user who set this status for user {{user}} {{time}} – time of the event
Session	Unpaused	When a user ends a pause	{{user}} – username {{_sys[host]}} – user IP address {{_sys[aclUser]}} – username of the user who set this status for user {{user}} {{time}} – time of the event
Campaign record	Create	When a new Campaign record is created	CampaignsRecords object properties
Campaign record	Update	When a Campaign record is edited	CampaignsRecords object properties
Campaign record	Delete	When a Campaign record is deleted	CampaignsRecords object properties
Campaign record	Activity open	When an agents opens a tab with a new campaign record activity in the GUI	CampaignsRecords object properties
Campaign record	Activity skip	When an agent clicks the "Skip" button in an open campaign record activity	CampaignsRecords object properties
Campaign record	Activity update	When an agent edits a campaign record in an open campaign record activity	CampaignsRecords object properties
Ticket	Create	When a new ticket is created	Tickets object properties
Ticket	Update	When a ticket is edited	Tickets object properties
Ticket	Delete	When a ticket is deleted	Tickets object properties
Contact	Create	When a new contact is created	Contacts object properties
Contact	Update	When a contact is edited	Contacts object properties
Contact	Delete	When a contact is deleted	Contacts object properties
Account	Create	When a new account is created	Accounts object properties
Account	Update	When an account is edited	Accounts object properties
Account	Delete	When an account is deleted	Accounts object properties
CRM record	Create	When a new CRM record is created	CrmRecords object properties
CRM record	Update	When a CRM record is edited	CrmRecords object properties
CRM record	Delete	When a CRM record is deleted	CrmRecords object properties
Call	Enter queue	When a call enters a queue	ActivitiesCall object properties
Call	Outgoing	When an outgoing call is created	ActivitiesCall object properties
Call	Distribution start	When a call waiting in a queue is distributed to an available agent (starts ringing)	ActivitiesCall object properties
Call	Distribution stop	When a call waiting in a queue end a distribution cycle, before the next cycle begins	ActivitiesCall object properties
Call	Open	When the call activity is open – usually when an agent opens a tab with the activity in the GUI	ActivitiesCall object properties
Call	Answered	When an agent answers a call	ActivitiesCall object properties
Call	Terminate	When a call is ended or someone hangs up	ActivitiesCall object properties
Call	Close	When a call activity is closed – usually when an agent saves or closes a tab with an activity	ActivitiesCall object properties
Call	Hangup during IVR	When the caller ends the call during IVR	ActivitiesCall object properties
Call	DTMF		ActivitiesCall object properties
Call recordings	Delete	When a recording is deleted
Web chat	Incoming	When a customer starts a new web chat	ActivitiesWeb object properties
Web chat	Distribution start	When the distributor starts to distribute the web chat to available agents	ActivitiesWeb object properties
Web chat	Distribution stop	When the distributor stops distributing – no one answered	ActivitiesWeb object properties
Web chat	Open	When the web chat activity is opened – usually when an agent opens a tab with the activity in the GUI	ActivitiesWeb object properties
Web chat	Reject	When an agent rejects the activity	ActivitiesWeb object properties
Web chat	Terminate	When a web chat ends – usually when the customer disconnects	ActivitiesWeb object properties
Web chat	Close	When a web chat activity is closed – usually when an agent saves or closes the tab with the activity	ActivitiesWeb object properties
Web chat	Monitor	When web chat monitoring is started	ActivitiesWeb object properties
SMS	Incoming	When the customer sends an SMS	ActivitiesSms object properties
SMS	Distribution start	When the distributor starts to distribute the SMS chat to available agents	ActivitiesSms object properties
SMS	Distribution stop	When the distributor stops distributing – no one answered	ActivitiesSms object properties
SMS	Open	When the SMS activity is opened – usually when an agent opens a tab with the activity in the GUI	ActivitiesSms object properties
SMS	Reject	When an agent rejects the activity	ActivitiesSms object properties
SMS	Terminate	When an SMS chat ends – usually when the customer disconnects	ActivitiesSms object properties
SMS	Close	When an SMS chat activity is closed – usually when an agent saves or closes the tab with the activity	ActivitiesSms object properties
SMS	Postpone	When an agent postpones the activity for later	ActivitiesSms object properties
SMS	Monitor	When the supervisor starts SMS chat monitoring	ActivitiesSms object properties
Email	Incoming	When the customer sends an email	ActivitiesEmail object properties
Email	Outgoing	When an email is sent	ActivitiesEmail object properties
Email	Open	When the email activity is opened – usually when an agent opens a tab with the activity in the GUI	ActivitiesEmail object properties
Email	Postpone	When an agent postpones the activity for later	ActivitiesEmail object properties
Email	Close	When an email activity is closed – usually when an agent saves or closes the tab with the activity	ActivitiesEmail object properties
Email files	Delete	When an agent deletes an email attachment
Messenger	Incoming	When the customer sends a Messenger message	ActivitiesFbm object properties
Messenger	Outgoing	When the agent sends a Messenger message	ActivitiesFbm object properties
Messenger	Distribution start	When the distributor starts to distribute the Messenger chat to available agents	ActivitiesFbm object properties
Messenger	Distribution stop	When the distributor stops distributing – no one answered	ActivitiesFbm object properties
Messenger	Open	When the Messenger activity is opened – usually when an agent opens a tab with the activity in the GUI	ActivitiesFbm object properties
Messenger	Reject	When an agent rejects the activity	ActivitiesFbm object properties
Messenger	Terminate	When a Messenger chat ends – usually when the customer disconnects	ActivitiesFbm object properties
Messenger	Postpone	When an agent postpones the activity for later	ActivitiesFbm object properties
Messenger	Close	When a Messenger chat activity is closed – usually when an agent saves or closes the tab with the activity	ActivitiesFbm object properties
WhatsApp	Incoming	When the customer sends a WhatsApp message	ActivitiesWap object properties
WhatsApp	Outgoing	When the agent sends a WhatsApp message	ActivitiesWap object properties
WhatsApp	Distribution start	When the distributor starts to distribute the WhatsApp chat to available agents	ActivitiesWap object properties
WhatsApp	Distribution stop	When the distributor stops distributing – no one answered	ActivitiesWap object properties
WhatsApp	Open	When the WhatsApp activity is opened – usually when an agent opens a tab with the activity in the GUI	ActivitiesWap object properties
WhatsApp	Reject	When an agent rejects the activity	ActivitiesWap object properties
WhatsApp	Terminate	When a WhatsApp chat ends – usually when the customer disconnects	ActivitiesWap object properties
WhatsApp	Close	When a WhatsApp chat activity is closed – usually when an agent saves or closes the tab with the activity	ActivitiesWap object properties
Viber	Incoming	When the customer sends a Viber message	ActivitiesVbr object properties
Viber	Outgoing	When the agent sends a Viber message	ActivitiesVbr object properties
Viber	Distribution start	When the distributor starts to distribute the Viber chat to available agents	ActivitiesVbr object properties
Viber	Distribution stop	When the distributor stops distributing – no one answered	ActivitiesVbr object properties
Viber	Open	When the Viber activity is opened – usually when an agent opens a tab with the activity in the GUI	ActivitiesVbr object properties
Viber	Reject	When an agent rejects the activity	ActivitiesVbr object properties
Viber	Terminate	When a Viber chat ends – usually when the customer disconnects	ActivitiesVbr object properties
Viber	Close	When a Viber chat activity is closed – usually when an agent saves or closes the tab with the activity	ActivitiesVbr object properties
Comment	Create	When an agent adds a new comment

Set up Rights

In the list of your events, click Change in the Rights column. The rights settings of the given event will open.
Check the rights that you want to be able to work with the event.
Save your rights settings.

Set up Actions

Click Change in the Actions column to open the given event's actions.

Add actions by dragging them from the right hand side column (Action, Loader, Group, Condition) and dropping them into the rectangle on the left hand side.

The Available parameters under the column with Actions shows which objects are available for this event. There is a link to the API documentation where you can find individual properties (or see List of events by type above).

Actions are run from the top down. If a condition is not met or an invalid operation is started (e.g. working with an unavailable object), the action will be terminated.

To set up your actions, we recommend also reading the Templating language documentation.

Event Simulator

You can simulate the Actions and Conditions in your event – this can come in handy if you are working with an object and you have an error in your syntax. The Simulation button is in the top right corner of Actions.

Choose an object for simulation (CRM record, campaign record, Ticket, ...) and see the available parameters and step-by-step detailed evaluation of all conditions.

Actions

You can choose different Actions that can be run after an event is triggered (you can also add conditions – see below).

Extremely complicated events might determine the whole Daktela instance performance.

Action	Description
Wait	Wait before continuing to the next step. Enter the wait time in milliseconds.
Timeout	Block an event for a given time. The actions, conditions etc. following the timeout will only start to be run after the set time passes. E.g. if you have a cron event that is called every minute but don't want to send an email every time, you can set the timeout to e.g. 24 hours and the email will only be sent every 24 hours.
Open URL address	Opens an external URL using the GET method. If you need to use POST/PUT/DELETE, include the parameter _method=POST/PUT/DELETE in your URL. Only for calling the Daktela API. If you want to call your own API, it has to able to transform a GET request using the requested method as a parameter (e.g. _method).
Saving form	Save a new value in a campaign record.
Send email	Send an email. If you want to create a ticket and record your email as an activity, turn on With activity. Turn on Queue by name, Ticket by name or Template by name to use the templating language to enter your queue, ticket or template as a variable from the object parameters.
Send SMS	Send an SMS. Turn on Queue by name or Template by name to use the templating language to enter your queue or template as a variable from the object parameters.

Loader

Use the loader to load an object or JSON array using its identifier – you can then work with it in your actions and conditions.

E.g. if you know a queue's identifier and want to know its title, you can use the Queue loader to load the object into the variable and then use {{queue.title}} to get the queue's title.

Loader type	Description
Ticket	Loads the Tickets object.
Record	Loads the CampaignsRecords object
Array	Loads the defined JSON array.
Contact	Loads the Contacts object.
Phone call	Loads the ActivitiesCall object.
Queue	Loads the Queues object.
User	Loads the Users object.

Group

Groups are used to group together actions or conditions. You can use logical operators AND and OR.

E.g. if you want your action to be triggered by an event that can happen on several queues, you can use the logical operator OR and then drag and drop the Queue conditions into it.

Group type	Description
Break	Stop the FOREACH cycle.
Group FOREACH	Iterate over items in an array – you can use the Loader to load and array.
Group OR	Group together Actions or Conditions with logical OR between them.
Group AND	Group together Actions or Conditions with logical AND between them.

Condition

Conditions are an important part of Daktela Events. You can specify the conditions for an action to happen. E.g. you can start an action only if it is triggered by a specific agent.

Condition type	Description
Time	Specify a time interval – the condition is met if the event happens within this interval.
Queue	Specify a queue – the condition is met if the queue's object is the same as the queue you specify.
Users	Specify a user – the condition is met if the user's object is the same as the user you specify.
Regular expression	Specify the content of a text or variable (use PHP syntax).
Comparison	Compare 2 values – you can use different operators.

Examples

Missed Call Email Notification

The goal is to send an email to the helpdesk when a missed call is created in the Incoming queue.

Add a new Call → Terminate event. This event will be called every time a call is ended.
Set up the actions that will be triggered by the event. Since the event is a call, the ActivitiesCall object parameters are available.

Set up the following actions:

Condition → Queue: select the Incoming queue under Object – the email should only be sent when a missed call is created in this queue.
Condition → Compare: Find out if the call was answered by comparing {{answered}} = 0.
Actions → Send email: If the conditions above are met, send out your email.

Campaign Record Event With Event Simulator

Goal: We have an outbound campaign called OUTBOUNDER with a simple call script which holds just two customField input boxes – first_name and last_name. We want our agents to fill in the name of the customer and select the call status "Order" when they sell an item to the customer. We would like to configure an Event which will send an email to the finance department when a new sale is made. We would like to have the name of the customer in the subject of the email.

Create a new Campaign Record → Activity update event that will be called every time a campaign record is updated in an activity, e.g. when an agent saves the record when a call is finished.
Set up the following actions:

Condition → Queue: select the OUTBOUNDER queue under Object. We only want to send an email for records in this queue.
Condition → Comparison: compare {{statuses[0].title}} = Order – to only include records with this status.
Actions → Email: Specify a sender, a recipient, select a template and enter the customer's name into the subject using variables from the customFields, e.g.: New order from {{customFields.first_name[0]}} {{customFields.last_name[0]}}.

Now you can click the Simulation button, select a demo campaign record and see the available parameters.