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Operations Journey tab in light mode

Operations — Journey tab, where identifiers that stitch a customer timeline are configured

The Operations page is the catch-all for tenant-wide operational config that doesn’t belong to any single flow. Four tabs: Journey (what links a customer’s conversations together), Internal Contacts (the internal phonebook), Do Not Call (outbound suppression), and Skills (routing tags for human handoff).

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Accessing Operations

Navigate to Settings > Operations in the left sidebar.

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Journey

The Journey tab controls which parameter names are used to stitch separate conversations into a single customer timeline. When an agent collects a value like CISAccountNumber in one conversation and the same value shows up again next week, the platform threads those conversations together in Contact History — but only for parameters listed here.
1

Choose identifying parameters

Under Contact History Params, use the Configs dropdown to pick the parameter names that uniquely identify a customer (e.g., CISAccountNumber, ContactId, phoneNumber).
2

Save

Click Save to apply.
3

Backfill (optional)

Click Backfill to re-thread historical conversations using the updated identifier set. Useful right after adding a new parameter.
Parameters chosen here must actually be set by your flow’s Functions during the conversation — otherwise the platform has nothing to stitch on.

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Internal Contacts

Internal Contacts tab in light mode

Internal Contacts — the phonebook used by call-transfer steps

The phonebook used by call-center workflows for warm-transfer destinations: escalation lines, supervisor desk phones, and external partner numbers the agent can transfer customers to. Top-right actions:
  • Create — add a new internal contact.
  • Delete (row-level icon) — remove an outdated entry.
For end-to-end coverage of building a dedicated Internal Contact transfer destination — including PSTN vs SIP routing and per-skill steering — see Internal Contact.

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Do Not Call

Do Not Call tab with Add Numbers dialog open in light mode

Do Not Call — the outbound suppression list, with the Add dialog open

The Do Not Call (DNC) suppression list blocks specific phone numbers from being dialed by outbound campaigns. Numbers on this list are filtered out before the dispatcher places the call.
1

Click Add Numbers

Opens the bulk-add dialog. Paste one number per line, or upload a CSV/TXT file.
2

Submit

The numbers appear in the list and are immediately respected by outbound campaigns.
3

Remove an entry

Click the delete icon on a row to lift the suppression for that number.
The DNC list is tenant-wide. Removing a number affects every campaign in the tenant — verify the lift is intentional before clicking delete.

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Skills

Skills tab in light mode

Skills — the routing tags human agents pick from

Skills are short labels (e.g., Billing, Spanish, Fraud) that the routing engine uses to match a handoff to a qualified human agent. Each human agent picks the skills they can handle from their Personal Configuration; when a flow requests a handoff with a specific skill, the router narrows assignment to users whose skill set covers the request.
Only users with the DialAiAdmin role can manage skills.

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Creating a skill

1

Click Create

Opens the create dialog.
2

Enter a name

Use a short, recognizable label — it appears verbatim in users’ Personal Configuration dropdowns.
3

Click Create

The new skill is immediately selectable by users.

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Deleting a skill

Click the delete icon on the skill row, then confirm. Deletion is irreversible.
Deleting a skill doesn’t auto-remove it from human agents who already selected it. Those agents keep the tag (struck-through) until they next save their Personal Configuration.

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Best practices

Users

Assign skills and routing settings to operators.

Personal Configuration

Where each user selects their own skills.

Outbound Campaigns

Where the DNC list is enforced.

Points of Contact

Where Contact History (driven by Journey params) lives.