Email Queue

Advanced settings

Queue active

By disabling the queue, you can quickly pause it.
Call queues will stop dialling new calls. Already dialled calls will not be interrupted.
Email queues will stop receiving emails. Outgoing emails will not be affected.

Auto response

Select a template to automatically send as a reply to all newly created tickets received using this queue. Will only be used during working hours if set up below. Go to Manage → Settings → Templates to set up your templates.

Working hours

Select your working hours from your Time groups. Go to Manage → Settings → Time groups to set up your Time groups.

Sender info

Title of sent email. Queue and user object can be used.
e.g. {{user.alias}} - {{queue.title}}

Sender address

This address will appear as the sender’s address. Must be allowed on mail server!

Reply-to header

The email address to which replies should be sent. If left empty, replies will be sent to the default address.

Signature template

Select an Email signature template to automatically add to emails. Go to Manage → Settings → Templates to set up your templates.

NPS survey template

Template for adding Net Promoter Score surveys. Go to Manage → Settings → Templates to set up your templates.

Postprocessing in event

Warning: This is an advanced feature. When set up incorrectly, it will break outgoing emails in this queue.
Turn on if you want to transform your outgoing emails using a custom script before they are sent out. The email queue will pass the email onto the event selected – the event must take care of sending the email.

Wrapup time

Select the amount of time that needs to pass before a new activity can be routed to an agent that has just finished an activity (the length of the Wrap pause).

Multiple statuses

Allow or disallow users to set multiple statuses for activities using this queue.

SSL Trusted

Allow trusted certificates only.

Helpdesk title

Select the helpdesk for this queue. Contact Daktela Support to set up a helpdesk.

Incoming mail server

IMAP

Protocol

Select how you would like to authenticate communication with your email server.

Server

The server your email is located on. Contact your email provider to find your address.

Name

Your login name – usually the same as your email address.

Password

Your email login password.

SSL

Turn on to connect using SSL.

Don't keep emails  (Extended)

Do you want to remove emails from the mail server after downloading them?

POP3

Protocol

Select how you would like to authenticate communication with your email server.

Server

The server your email is located on. Contact your email provider to find your address.

Name

Your login name – usually the same as your email address.

Password

Your email login password.

SSL

Turn on to connect using SSL.

Do not keep emails

Do you want to remove emails from the mail server after downloading them?

IMAP + OAuth2

Protocol

Select the protocol used to communicate with the email server (POP3 or IMAP, from 6.21+ Microsoft Office 365 OAuth2 or Google OAuth2).

Use same method for Outgoing

Use same settings (including token) for outgoing emails. One token is used for incoming & outgoing emails.

Name

Your login name – usually the same as your email address.

Do not keep emails

Do you want to remove emails from the mail server after downloading them?

Google API + OAuth2

Protocol

Select how you would like to authenticate communication with your email server.

Use same method for Outgoing

Use same settings (including token) for outgoing emails. One token is used for incoming & outgoing emails.

Name

Your login name – usually the same as your email address.

Oauth provider

Click the G button to authorise Gmail.

Do not keep emails

Do you want to remove emails from the mail server after downloading them?

AzureAD GraphAPI + SSO

Protocol

Select how you would like to authenticate communication with your email server.

Use same method for Outgoing

Use same settings (including token) for outgoing emails. One token is used for incoming & outgoing emails.

Name

Your login name – usually the same as your email address.

Oauth provider

Click the Windows button to authorise email.

Outgoing mail SMTP server

SMTP server

Protocol

Select how you would like to authenticate communication with your email server.

Server

The server your email is located on. Contact your email provider to find your address.

Name

Your login name – usually the same as your email address.

Password

Your email login password.

Port

SMTP | Port 587 (Insecure Transport)
SMTP | Port 465 (Secure Transport — SSL function enabled)
SMTP | Port 25 (Outdated and not recommended. Username/password authentication MUST be enabled if using this port)

SMTP + OAuth2

Protocol

Select how you would like to authenticate communication with your email server.

Server

The server your email is located on. Contact your email provider to find your address.

Name

Your login name – usually the same as your email address.

Port

SMTP | Port 587 (Insecure Transport)
SMTP | Port 465 (Secure Transport — SSL function enabled)
SMTP | Port 25 (Outdated and not recommended. Username/password authentication MUST be enabled if using this port)

Google API + OAuth2

Protocol

Select how you would like to authenticate communication with your email server.

Name

Your login name – usually the same as your email address.

Oauth provider

Click the G button to authorise Gmail.

AzureAD GraphAPI + SSO

Protocol

Select how you would like to authenticate communication with your email server.

Name

Your login name – usually the same as your email address.

Oauth provider

Click the Windows button to authorise email.

AzureAD GraphAPI Tenant

Protocol

Select how you would like to authenticate communication with your email server.

Use same method for Outgoing

Use same settings (including token) for outgoing emails. One token is used for incoming & outgoing emails.

Name

Your login name – usually the same as your email address.

Configuration

You can find configuration in integrations.

First of all you have to create the configuration in Integrations (External Libraries).

Tickets

Category

Select a category that will automatically be assigned to tickets created in activities using this queue.

Auto response exceptions

Auto responses will not be sent to these email addresses – checks both "from" and "reply-to" fields. You can enter only domain or use wildcards * (for anything) and ? (for any character).

AI Categorisation

Turn on to use AI to select the category that best fits your incoming emails based on your ticket history: activate smart routing. Select the categories that the AI can choose from in the Categories field below. If the AI is not confident enough of its selected category, the category selected in the Category field above will be used.
This feature is part of the AI Power Pack. You will be charged 1 AI Token per each email that is categorised.
The AI model learns from your existing emails in this queue every night. When you turn AI Categorisation on for the first time, it will start working the next day.

AI Statuses

Turn on to use AI to select statuses that best fit your incoming emails based on your ticket history: activate smart routing. Select the statuses that the AI can choose from in the Statuses field below.
This feature is part of the AI Power Pack. You will be charged 1 AI Token per each email that is analysed for statuses.
The AI model learns from your existing emails in this queue every night. When you turn AI Statuses on for the first time, it will start working the next day.

AI Template Suggestions

Turn on to use AI to suggest the best fitting Templates to agents when they reply to emails.
You must have a valid Daktela Copilot licence for each agent that is allowed to log into this queue to use this feature.
The AI model learns from your existing emails in this queue every night. When you turn AI Template Suggestions on for the first time, it will start working the next day.

Server

smtp.gmail.com

Name

Enter your email address.

Port

Select 465 (Encrypted connection SSL).

Server

smtp.office365.com

Name

Enter you email address.

Password

Enter your password.

For two-step verification you need to generate the App Password. Generate one and enter it here.

Port

587

Incoming email and Mailbox

You receive an email on your mail server.

Email queue

The mail server is synchronised with Daktela via an email queue. The incoming email becomes a part of a ticket (a new ticket if it is a new email or an existing ticket it the email is a reply). The queue sets the ticket category.

Email routing

In email routings, you can define conditions under which further ticket parameters will be set. If none of the conditions are met, new tickets will only have a category set and the rest of the parameters will be blank. The category set in email routings will overwrite the category set in the email queue.

Ticket in All Tickets

The ticket is visible in All tickets to users that have rights to the ticket's category.

Ticket in another Ticket View

A ticket view is a predefined ticket filter that groups together tickets based on their parameters (either set up in the email queue or email routings, or selected manually in the ticket).

Consequently, a single ticket can be part of several views – e.g. one based on its category, one based on its status and one based on its age since the last activity.

A view is accessible to all users that have rights to it. However, to view the tickets contained in the view, they must still have rights to their categories. This means that different users can see different tickets in the same view.

In the example below, there are 3 users that all have rights to the view "Leads".

• UK Sales Person only sees tickets in the "UK Leads" category in the view.

• FR Sales Person only sees tickets in the "FR Leads" category in the view.

• Sales Manager sees tickets in both categories in the view.