> ## Documentation Index
> Fetch the complete documentation index at: https://docs.dialai.ca/llms.txt
> Use this file to discover all available pages before exploring further.
# Operations
> Tenant-wide operational configuration — journey, internal phonebook, do-not-call, and skills
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).
## Accessing Operations
Navigate to **Settings > Operations** in the left sidebar.
## 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](/points-of-contact#contact-history) — but only for parameters listed here.
Under **Contact History Params**, use the **Configs** dropdown to pick the parameter names that uniquely identify a customer (e.g., `CISAccountNumber`, `ContactId`, `phoneNumber`).
Click **Save** to apply.
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](/functions-and-events) during the conversation — otherwise the platform has nothing to stitch on.
## Internal Contacts
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.
| Column | What it shows |
| ---------------- | --------------------------------------------------------------------------- |
| **Name** | Display name shown when a transfer is offered (e.g., "Billing Escalation"). |
| **Phone Number** | The number the transfer dials. |
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* **Delete** (row-level icon) — remove an outdated entry.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](/internal-contact).
## Do Not Call
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.
Opens the bulk-add dialog. Paste one number per line, or upload a CSV/TXT file.
The numbers appear in the list and are immediately respected by [outbound campaigns](/outbound).
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.
## Skills
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](/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.
### Creating a skill
Opens the create dialog.
Use a short, recognizable label — it appears verbatim in users' Personal Configuration dropdowns.
The new skill is immediately selectable by users.
### 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.
### Best practices
| Practice | Reason |
| ------------------------------------------------------------------------- | ---------------------------------------------------- |
| Use names ≤ 25 characters. | Fits the multi-select pill UI without truncation. |
| Avoid overlapping meanings ("Customer Support" vs "Customer Assistance"). | Keeps routing logic unambiguous. |
| Review the list quarterly. | Retire unused skills to keep agents' selectors tidy. |
***
## Related
Assign skills and routing settings to operators.
Where each user selects their own skills.
Where the DNC list is enforced.
Where Contact History (driven by Journey params) lives.