# Daktela MCP MCP > Daktela connects your contact center across phone calls, emails, chats, and social media into one place. This MCP lets your AI agent manage all customer support tasks—from creating tickets to checking call history—without you ever leaving your chat window. ## Overview - **Category:** communication-messaging - **Price:** Free - **Tags:** omnichannel, contact-center, voip, live-chat, crm-integration, ticket-management ## Description Managing a modern support desk means juggling dozens of screens: the email client, the ticketing system, the phone log, and the CRM. Daktela takes that headache away. It lets your AI agent talk directly to your entire communication platform, giving it eyes on everything—calls, chats, emails, and tickets. You can coordinate customer support instantly, getting a full history of an account whether they called you five minutes ago or sent an email last week. This keeps all the messy details organized in one spot while letting you keep working conversationally with your agent. Because Vinkius hosts this MCP, you connect once from any compatible client and get access to Daktela's entire suite of customer operations tools. ## Tools ### create_contact Adds a new person's record into the CRM system. ### create_ticket Files a brand-new support case or issue in the ticketing system. ### get_me Pulls and displays your current user profile information from Daktela. ### get_ticket Fetches all the details for one specific support ticket number. ### list_accounts Shows a list of company accounts (organizations) in your CRM. ### list_activities Retrieves a log showing recent actions across all communication channels. ### list_call_history Generates a list of past phone interactions with customers. ### list_contacts Shows a directory of all individual contacts in your CRM. ### list_email_history Retrieves past email threads associated with a customer account. ### list_queues Displays the configured queues that agents can pick up work from. ### list_tickets Provides an overview list of all active and closed support tickets. ### list_users Shows a roster of all system users configured in the contact center. ## Prompt Examples **Prompt:** ``` List all active activities in the contact center. ``` **Response:** ``` I've retrieved the activities log. You have 5 recent interactions: 2 inbound calls from 'John Doe', 1 pending email from 'Sarah Smith', and 2 active web chats. Which one would you like to see details for? ``` **Prompt:** ``` Create a support ticket: 'Login issue' for contact 'cont_10293'. ``` **Response:** ``` Ticket created! I've logged the support case 'Login issue' in Daktela and associated it with contact cont_10293. The ticket ID is tic_88231. Your support team has been notified. ``` **Prompt:** ``` Show me the email history for contact 'cont_5521'. ``` **Response:** ``` Fetching email interactions... For contact cont_5521, I found 3 recent email threads discussing 'Billing Inquiry' and 'Product Upgrade'. Would you like the full body of the latest message? ``` ## Capabilities ### Track all ongoing issues List existing support tickets and open cases so you know exactly what needs attention. ### View communication activity See a record of recent actions across calls, emails, and chats within the contact center. ### Manage customer records Create new contacts or list existing companies (accounts) to keep your CRM directory current. ### Review past interactions Retrieve detailed logs of old phone calls and email threads for audit or reporting purposes. ### Check system setup List configured agent queues and retrieve your own user profile details from the AI agent. ## Use Cases ### A customer calls with a billing question. The agent uses the MCP to first run `get_ticket` using the incoming reference number. Next, they ask for `list_email_history` on that contact ID. Finally, they use `create_contact` to ensure the primary account holder's details are up-to-date before resolving the issue. ### A team lead needs a report on yesterday's activity. Instead of opening three different reports, the team lead asks the agent to `list_activities`. The agent compiles the data from calls, chats, and emails into one summary for quick review. ### Onboarding a new client account. The sales rep uses the MCP to perform two actions: first, they run `list_accounts` to check if the company exists; second, if not, they use `list_users` and `create_contact` to set up both the organization record and the key contacts. ## Benefits - When you need to log a new issue, just use the `create_ticket` tool. You tell your agent what happened, and it files the entire support case automatically. No form filling required. - You get an instant picture of customer relationships by running `list_contacts`. This keeps your CRM data clean while letting you see who's talking to whom. - Audit trail nightmares are over. Instead of clicking through dashboards, you can ask for the `list_call_history` or run `list_email_history` and get a comprehensive log summary right away. - Need to know if an agent is available? Use `list_queues` to check current workload distribution across your team members. It's instant operational oversight. - The system automatically maintains user data, allowing you to use `create_contact` or `list_accounts` to keep all client details updated in the CRM. ## How It Works The bottom line is, you talk to your AI agent like you're talking to a coworker; it handles the complex API calls behind the scenes. 1. Subscribe to this MCP, then enter your Daktela Domain and Access Token (you'll find these in your user settings). 2. Connect your preferred client—like Claude or Cursor—to the Vinkius catalog. 3. Use natural language commands with your agent to start managing customer communications. ## Frequently Asked Questions **How do I check if a customer has an existing issue using list_tickets?** You ask your agent to use the `list_tickets` tool. You can filter by contact ID or date range, and it gives you a quick summary of all open cases without you needing to navigate the dashboard. **Can I add a new company account using create_contact?** No, `create_contact` is for individuals. To set up an entire organization record, you need to use the dedicated `list_accounts` or follow the specific steps for creating a company profile. **Does list_call_history track only phone calls?** It focuses on traditional voice interactions. If the customer chatted with you, you'll need to run `list_activities` or check the email history for that specific channel data. **What is the best way to update a contact person's details?** You can use the agent to help manage this. First, you might need to run `list_contacts` to verify their current entry, and then use `create_contact` if updates are necessary. **What information does the `get_me` tool provide about my current user profile?** It retrieves key details about your authenticated account within Daktela. This is useful for verifying permissions or confirming system settings directly from your agent. **How can I use `list_queues` to check the operational status of our contact center queues?** The tool lists all configured support queues, letting you see how agents are currently distributed. You get a clear overview of which department lines are active or understaffed. **When I run `list_email_history`, what kind of details can I expect to find in the retrieved email threads?** The tool provides detailed logs of past correspondence, including discussion topics and date ranges. You get a full context of customer communications that were handled via email. **If I need an audit of all system users, what does the `list_users` tool provide?** It lists every configured user account within Daktela. This lets you easily manage and audit who has access to the contact center platform. **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.