# Daktela MCP for AI Agents AI Agent Connect > Daktela MCP connects your omnichannel contact center to your AI client. It lets your agent manage support tickets, view real-time activities, and update CRM records for contacts and accounts across phone, email, and chat. Stop jumping between tabs and handle everything from one place. ## Overview - **Category:** communication-messaging - **Price:** Free - **Endpoint:** https://edge.vinkius.com/vk_preview_QEglAnODTECFv29YN503LCFMgoxauqvEJgZibPNQ/ai-agent-connect - **Tags:** omnichannel, contact-center, voip, live-chat, crm-integration, ticket-management ## Description Support teams often get buried in a mess of open tabs. They're checking a chat window in one place, hunting for a customer's email history in another, and trying to remember which ticket is actually the priority. This Connector changes that by letting your AI agent do the heavy lifting. Instead of manual copy-pasting, you can ask your agent to find a customer's previous call logs or create a new ticket for a login issue in seconds. It handles the tedious parts of CRM management, like listing accounts or creating new contacts, while keeping your team focused on actually helping people. Because it connects directly to Daktela, your agent stays updated on real-time activities across all your channels. When you use this through the Vinkius catalog, you're giving your team a way to talk to their data instead of clicking through a complex dashboard. It turns "where is that email?" into a simple conversation, making sure that no customer request falls through the cracks because someone forgot to update a record. ## Tools ### create_contact Create a new CRM contact record. This helps you build a clean customer directory without manual entry. ### create_ticket Create a new support ticket. Use this to log customer issues as they come in from any channel. ### get_me Get current user information. Verify your connection and see your own profile details. ### get_ticket Get details of a specific ticket. This lets you quickly see the status and history of a customer's problem. ### list_activities List recent activities in Daktela. This gives you a live feed of calls, emails, and chats. ### list_call_history List call history. Retrieve past phone interactions for audit logs or customer follow-ups. ### list_contacts List CRM contacts. Quickly find customer details across your entire database. ### list_email_history List email history. Pull up past email threads to understand the context of a customer's request. ### list_queues List contact center queues. Check how many interactions are waiting in each channel. ### list_tickets List support tickets. See all open and closed cases in one organized view. ### list_users List Daktela users. Manage your team's access and distribution across the platform. ### list_accounts List CRM accounts. Use this to see all the companies your team is currently supporting. ## Prompt Examples **Prompt:** ``` Show me the last three emails from the customer who just joined the chat. ``` **Response:** ``` **Recent Email History for Contact #5521:** | Date | Subject | Status | | :--- | :--- | :--- | | Oct 12 | Billing Inquiry | Resolved | | Oct 14 | Product Upgrade | Pending | | Oct 15 | Login Issue | Open | *The latest thread discusses a pending product upgrade. Would you like me to pull the full body of that message?* ``` **Prompt:** ``` Create a new ticket for a broken login button and link it to contact ID 123. ``` **Response:** ``` ✅ **Ticket Created Successfully** * **Issue:** Broken login button * **Associated Contact:** 123 * **Ticket ID:** tic_9942 I've logged this in Daktela and notified your support team. Is there anything else you need for this customer? ``` **Prompt:** ``` Which queues currently have the most pending interactions? ``` **Response:** ``` **Current Queue Status:** * **Live Chat:** 14 pending * **Email:** 8 pending * **Phone:** 3 pending *Live Chat currently has the highest volume. Would you like me to list the available users to see who can jump in?* ``` ## Capabilities ### Manage support tickets Create new tickets and view the status of existing ones to track customer issues. ### View omnichannel activities See a live feed of calls, emails, and chats across your entire center. ### Update CRM records Create new contacts and accounts or list existing ones to keep your database clean. ### Retrieve communication logs Pull up past phone calls and email threads to get full context on customer history. ### Monitor agent queues Check which channels have the most activity to balance your team's workload. ### Fetch user profiles Get your own profile info and verify system configurations through the agent. ## Use Cases ### Contextualizing a live chat An agent is on a live chat and needs to know the customer's past issues. They ask the AI to list email history for contact X, and the AI summarizes the last three threads. ### Balancing team workload A lead sees a spike in chat volume. They ask the AI to list queues to see which channels are backed up and then list users to see who is online. ### Rapid ticket creation A customer calls in with a new issue. The agent tells the AI to create ticket for a billing error and create contact for the new user in one go. ### Auditing past interactions An auditor needs to check a specific interaction. The manager asks the AI to list call history for a specific date to verify a phone conversation. ## Benefits - Stop manual data entry by using create_contact and create_ticket to update your CRM directly from your AI client. - Get a full view of customer context by pulling list_call_history and list_email_history into one conversation. - Manage your team more effectively by using list_queues to see where agents are needed most. - Reduce ticket response times by using get_ticket to instantly see the status of any ongoing issue. - Keep your CRM clean and organized by using list_accounts to verify company details before taking action. - Stay on top of real-time interactions with list_activities to ensure no customer is left waiting. ## How It Works The bottom line is you turn your contact center data into a searchable, actionable conversation. 1. Subscribe to the Daktela MCP in your preferred AI client. 2. Enter your Daktela Domain and Access Token from your user settings. 3. Ask your agent to list recent activities or create a new support ticket. ## Frequently Asked Questions **Can the Daktela MCP help my team manage multiple chat channels at once?** Yes, it allows your AI to see and list activities across phone, email, and chat in one view, so you can stay updated on all channels without switching apps. **How does the Daktela MCP update my CRM records?** It uses your AI agent to create contacts and tickets directly. You can just tell the AI to add a new customer or log an issue, and it handles the data entry for you. **Can I use the Daktela MCP to see my team's call history?** Yes, you can retrieve logs of past phone interactions. This is great for auditing conversations or getting context before following up with a customer. **Does the Daktela MCP work with my existing support tickets?** Yes, it can list and query your specific tickets. You can ask the AI to find a specific ticket ID or summarize the status of all open cases. **Can I see who's online with the Daktela MCP?** Yes, you can list the users in your system. This helps you see who is active and helps manage agent distribution more effectively. **How do I get started with the Daktela MCP?** Just subscribe to the Connector in your AI client and enter your Daktela Domain and Access Token. From there, you can start managing your communications via natural conversation. **Can I see all the open tickets in my Daktela account?** Yes! Use the `list_tickets` tool. Your agent will retrieve the complete directory of support cases, which you can then filter or summarize. **How do I create a new contact in the Daktela CRM?** Use the `create_contact` action. Provide the first name, last name, and optional email or phone number to register the person in your CRM database instantly. **Is it possible to list the history of past phone calls via AI?** Absolutely. Use the `list_call_history` query. The agent will retrieve a detailed log of past voice interactions, including participants and durations.