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Email (Daktela)

The Daktela Email channel connects an email bot to a queue in your Daktela contact center. The bot processes emails in that queue and either replies or hands the ticket to an operator.

This channel works with email bots only.

Prerequisites

Section titled “Prerequisites”
  • An email bot.
  • A Daktela instance and the URL of it, for example https://company.daktela.com.
  • The access token of a Daktela user. In Daktela go to Manage, Users, List of Users, select the user and copy the access token.
  • A Daktela queue and a ticket category for the bot to use.

Steps in the admin

Section titled “Steps in the admin”
  1. Open Bots and select your email bot.
  2. Choose Add channel. Stay on the Create tab.
  3. Enter a Name. The type is Daktela Email.
  4. Enter the Daktela URL and the Access Token, then select Next. Amio loads your queues, statuses and categories from Daktela.
  5. Under Select parameters, choose the queue, queue status, ticket category and, optionally, the processed category and agent username.
  6. Select Create.

If your organization already has a Daktela Email channel, the URL and token are filled in for you.

You can change when the bot replies and when it hands off in the bot’s Email handoff prompt setting. Edit the instructions, then select Save. Reset to default restores the original text. The prompt is limited to 1000 characters and applies to all market variants of the bot.

Configuration fields

Section titled “Configuration fields”
Field Required What it does
Name Yes Name of the channel in the admin.
Daktela URL Yes Address of your Daktela instance.
Access Token Yes Token of the Daktela user the bot acts as.
Queue Yes The Daktela queue this channel connects to. Emails from other queues are not processed.
Queue status Yes, if Daktela returns statuses Status used when sending an email.
Ticket category Yes Category set on the ticket when the bot hands over to an operator.
Processed category No Only emails with this category are processed. “All categories” processes every email. “Emails without a category” processes only emails that have none. Default is all categories.
Agent username No Daktela user name used when updating a ticket during handover to an operator.
Section titled “Related”