Social Media Queue

Go to Manage → Queues to set up your Social media queue.

Create a New Social Media Queue/Edit a Social Media Queue

Go to Manage → Queues.

To create a new queue from scratch, click Add new and select Social media.

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

To edit an existing queue, click its title.

The queue details will open.

Social Media Queue Details

Fill out the Unique queue number, Title and Description (optional), then set up your queue.

Make sure to set up Connector to pair the queue with the routing you are using.

Facebook Comments Limitations: only comments added to posts created or edited after the Facebook – Daktela integration is set up will be synced.

Queue Number Auto-Suggestion

Daktela will automatically suggest the next available number based on previous numbers of the same queue type (including deleted ones).

Queue Field Details

Open more settings using the Extended button in the top right corner.

Field	Description
Advanced settings
Allow description	Turn on to activate the description field as part of the activity created using this queue. Agents can enter a description of the activity.
Form save time	Select the time agents have to fill out and save the activity form after the interaction with the customer ends. The Inactive pause will automatically be set after this time runs out.
Multiple statuses	Allow or disallow users to set multiple statuses for activities using this queue.
Connector settings
Connector	Select a Facebook or Instagram routing to use with this queue. If you haven't set up routing, go to Manage → Routings to set up your routings.
Tickets

Save your queue.

Don't forget to set up:

which Agents can use the queue.
the queue's relations.
the queue's widget scheme.

See Queues for instructions.

Notes

Least recent activity distribution: the time of the last activity is calculated based on activities in the last 2 hours.