Email Queue

Email queues handle communication between an email server and Daktela.

Create a New Email Queue/Edit Queue

To set up your email queues, go to Manage → Queues.

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

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.

Email Queue Details

Fill out the Unique queue number, Title and Description (optional), then sign in to your email server and set up your queue.

Queue Number Auto-Suggestion

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

For your email queue to send and receive email, you need to set up Incoming mail server and Outgoing mail SMTP server at the bottom of the queue settings.

Queue Field Details

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

Field	Description
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.
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).
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.
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.

AI Topics Best Practices

Cheat Sheet Summary:

Be clear, concise, and specific.
Focus on one task at a time.
Use English with proper grammar.
Provide examples for guidance.
Account for common errors.
Specify relevant sections of content.
Iterate and test for improvement.
Use contextual details wisely.

Tip #1: Be Clear and Specific

Motivation: Ensuring your prompt is direct and unambiguous helps the AI produce accurate, focused results.

Do’s:

Use concise language and simple sentence structures.
Break down complex requests into smaller, logical parts.

Don’ts:

Don’t mix multiple concepts or questions into one prompt.
Don’t include irrelevant details or filler words.

Example:

Yes: “Summarize this text in two sentences.”
No: “I’d like a summary, but make it short and also explain why it’s important.”

Tip #2: Ask for One Thing at a Time

Motivation: Limiting your request to a single objective prevents confusion and improves the AI’s precision.

Do’s:

Separate multiple requests into individual prompts.
Keep each prompt focused on one clear outcome.

Don’ts:

Don’t cram multiple, unrelated tasks into one prompt.
Don’t expect the AI to infer which part of the request to prioritize.

Example:

Yes: “Translate this sentence into French.”
No: “Translate this sentence and explain the grammar rules.”

Tip #3: Use English for Clarity

Motivation: English is commonly used in training data, increasing the likelihood of well-understood prompts.

Do’s:

Write in standard English with proper grammar.
Use clear vocabulary and avoid idiomatic expressions.

Don’ts:

Don’t use foreign languages in the prompt unless necessary.
Don’t rely on slang or highly localized terms.

Example:

Yes: “Summarize this paragraph.”
No: “Can u do a lil recap of this, like quickly?”

Tip #4: Provide Examples

Motivation: Examples guide the AI by showing what you want and what you don’t.

Do’s:

Include a “Yes” example demonstrating the desired output.
Include a “No” example showing what to avoid.

Don’ts:

Don’t assume the AI automatically knows the correct style.
Don’t leave examples too vague or contradictory.

Example:

Yes: “Correct this sentence: ‘She don’t like apples.’ Output: ‘She doesn’t like apples.’”
No: “Fix the grammar issues here.”

Tip #5: Account for Speech-to-Text Errors

Motivation: Transcripts may contain mistakes, so being flexible with wording helps capture the right meanings.

Do’s:

Mention approximate or similar words you’d accept, combined with examples.
Consider phonetic variations or common transcription errors (e.g., “their” vs. “they’re”).

Don’ts:

Don’t rely solely on exact keyword matches.
Don’t ignore the possibility that words might be misspelled.

Example:

Yes: “Look for phrases like ‘in summary’ or similar wording.”
No: “Only consider the exact phrase ‘to sum up.’”

Tip #6: Focus on Specific Segments of the Conversation

Motivation: Pinpointing a part of the dialogue (e.g., the greeting) helps the AI concentrate on the most relevant content.

Do’s:

Indicate a precise section (e.g., “Look at the first 30 seconds”).
Highlight a particular event or phase (e.g., “After identity verification”).

Don’ts:

Don’t ask the AI to review the entire call if only a snippet matters.
Don’t expect the AI to guess which part you care about.

Example:

Yes: “Summarize the customer’s issue mentioned after the agent’s greeting.”
No: “Summarize the conversation.”

Tip #7: Iterate and Refine

Motivation: Prompt quality improves over time as you learn what works and what doesn’t.

Do’s:

Adjust phrasing based on previous results.
Keep track of changes and their effects on output quality.

Don’ts:

Don’t give up after the first attempt.
Don’t ignore patterns in the feedback you receive.

Example:

Yes: “Simplify this sentence: ‘The phenomenon can be explained in the following manner.’”
No: “Make this easier to read.”

Tip #8: Don’t Be Afraid to A/B Test

Motivation: Experimenting with different prompt variations can reveal which format yields the best results.

Do’s:

Test multiple prompt structures and compare outcomes.
Record results to identify winning formats.
Test both small adjustments (e.g., phrasing) and drastically different structures.

Don’ts:

Don’t assume the first prompt is optimal.
Don’t forget to measure performance over several trials.

Example:

Test 1: “Explain why the sky is blue in simple terms.”
Test 2: “Why does the sky appear blue? Use plain language.”

Tip #9: Use Contextual Details Wisely

Motivation: Including relevant background info can help the AI better understand the scenario.

Do’s:

Provide necessary context (e.g., role of speakers, call purpose).
Mention pertinent details that guide interpretation.

Don’ts:

Don’t overload the prompt with irrelevant background.
Don’t omit crucial information that the AI needs to perform well.

Example:

Yes: “Rewrite this sentence in formal tone: ‘Hey, can you help me out with this issue?’ Context: Email to a manager.”
No: “Rewrite this sentence in a formal tone.”

Additional Tips:

Tone Matching: The tone of your prompt (formal, casual, instructive) can influence the output. Be explicit about the desired tone when relevant.
Example: “Explain this to a 10-year-old” vs. “Explain this to a professional audience.”

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.

How to Authorise Gmail For Use With Daktela

Incoming email

Under Incoming mail server, select the Google OAuth2 Protocol.
Enter your email address into the Name field.
Click the G button to authorise Gmail.
1. A new tab will open. Sign in to your Google Account.
2. Grant Daktela permission to access your Google Account. Make sure to check Read, compose and send emails from your Gmail account. Click Continue.

Outgoing email

Fill out the following under Outgoing mail SMTP server:

Field	Description
Server	smtp.gmail.com
Name	Enter your email address.
Port	Select 465 (Encrypted connection SSL).

How to Authorise Microsoft Office 365 For Use With Daktela

Incoming email

In the Incoming mail server section, select Microsoft Office 365 OAuth2 in the Protocol field.
Enter your email address into the Name field.
Click the MS window button to authorise your MS Account.
a. A new tab will open. Enter your email address and click Next to continue.
b. Enter your password and click Sign in.
c. Click Yes to continue.
d. Finish the authorisation by click the Yes button.
After successful authorisation the MS Windows button will change colour to green.

Outgoing email

Fill out the fields in the Outgoing mail SMTP server section.

Field	Description
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

Azure Security Setting for Microsoft Office 365

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Incoming Email Process

Incoming emails, email routings, tickets, categories, views – how are they all connected?

When you receive an email at an address that you have linked with Daktela, it will be routed according to the chart below:

Step	Description
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.