After nearly two years of research, development, testing, and feedback, we’re proud to introduce something big:
Daktela Neo — a faster, smarter, and more intuitive experience built to power the future of customer communication.
Neo isn’t just a redesign. It’s a complete rethinking of how Daktela works — from the front-end codebase to the way everyday workflows are structured. And while you’ll still recognize your favorite tools and modules, everything around them is cleaner, quicker, and easier to use.
In this article, we want to take you behind the scenes: why we built Neo, how we designed it, what’s already available, and what’s coming next.
Over the years, Daktela has grown — new features, channels, automations, integrations. That growth is powerful, but it also introduces complexity.
As we looked ahead, we knew we needed a new foundation — one that could support faster innovation, richer interfaces, and more flexibility for both users and developers.
That’s why we made the decision to completely rewrite the Daktela frontend in React.
React is one of the most widely used front-end frameworks today — trusted by teams at companies like Meta, Shopify, and Slack. It’s built for speed, interactivity, and scalability. With React, we can create highly dynamic user interfaces that feel smooth, respond instantly, and adapt to your workflows.
But rewriting a platform like Daktela is no small task. From early architecture planning to production rollout, the React migration took nearly two years — and it touched every part of the product.
Still, we knew that great code alone isn’t enough. To truly improve the experience, we had to understand how people actually use Daktela every day.
In parallel with the technical rewrite, our UX team led an intensive research and design effort — focused on the people who use Daktela to do their jobs.
We started by conducting interviews with agents, admins, supervisors, and team leads across industries. We didn’t just ask questions — we observed real workflows, documented pain points, and mapped out where the product could serve users better.
From there, we built a design process centered around feedback:
This research surfaced patterns that helped shape the foundations of Daktela Neo:
The result is a platform that feels streamlined — but is backed by real research and feedback at every step.
To make the transition smooth and meaningful, we’ve decided to release Daktela Neo in three carefully planned stages:
This first stage includes major updates to the overall structure and navigation of the app — the visual and functional foundation of what’s coming next.
This first stage is already in use with early adopters — and the feedback is promising. People report smoother navigation, less friction when switching tasks, and a cleaner feel that supports focus.
“Pinned pages in the quick menu are a game-changer.”
“I love being able to search and dial directly from the results.”
“It feels more modern and just… easier.”
We’re redesigning the ticket layout from the ground up — bringing all the essential context into one place and making it easier to stay focused on conversations.
What to expect:
Calls, emails, and chats will get a complete interface overhaul — featuring a customizable two-column layout with independent scrolling. You’ll be able to adapt your view based on your current task, helping you multitask without losing focus.
One of the hidden heroes of Daktela Neo is our new internal design system — a unified set of components, patterns, and guidelines that power every part of the app.
This gives us:
In short, the design system lets us move faster, ship better experiences, and ensure that everything from buttons to page layouts stays coherent — no matter how the platform evolves.
Daktela Neo marks the start of a new chapter for our product.
It’s about performance. Clarity. And most of all, usability.
We’ve rebuilt Daktela to feel effortless — whether you’re answering a call, managing a team, or navigating complex customer interactions.
And we’re not stopping here. With this new foundation, we’re ready to:
The first version of Daktela Neo is already available for early users — and will soon be rolled out more broadly. If you’re already using it, we’d love to hear what you think.
If not — you’ll see it soon. And when you do, we think you’ll find that the changes don’t just look good. They feel good to use.
It’s still Daktela. Just better.
A new look. A better way to work.
