Think of Groups as your internal departments, Queues as the route to those departments and Users as the agents in those departments. By default, your new account will be created with a Default Queue which will have the Default User Group assigned to it. You can create multiple queues based on your requirements.
Each queue must then have at least one group assigned to it. Groups are simply a collection of agents. An agent can be in multiple groups, and you can create as many groups as you want.
👨🏼💻 How to Add Users to Talkative
Manual User Creation:
- Go to Settings → Users → Create User.
- Fill in their details.
- Set their Role to Account Holder (this gives full admin access).
Click here to see user roles explained.
Account Holder accounts are used for deployment and top level settings of the system.
Restricted Supervisor is not commonly used, but can be useful for BPO environments where you might want to give an external user read-only access to interaction logs for audit purposes.
Supervisors have access to Analytics and can view interactions belonging to agents, however, unlike Account Holders, they cannot make any major changes to the company setup.
Agents have the least access to the system. The Agent permission allows users to login and receive incoming interactions, and some read access to Canned Messages and Tags for reference purposes.
- Use the arrows to add them to the Default Group.
- Click Create User, they’ll receive an email invite to log in.
Bulk User Upload
When you need to add multiple users at once, it is easier to use the Talkative Bulk Upload tool. The guide below will explain how to create a spreadsheet with your users information and where it can be uploaded.
👥 Creating User Groups & Queues
In Talkative, users belong to Groups, and Groups belong to Queues. A user can be part of multiple Groups across different Queues.
Create a User Group
- Go to Settings → Groups → Create Group.
- Name your Group (e.g. Support, Sales, Finance).
- Select which users belong to it.
- Click Create Group.
Setting Up Queues
Create Queues to route interactions to the right Groups.
- Go to Settings → Queues → Create Queue (or edit the default one).
- Name your Queue and add:
- An email address for escalations
- The channel (Chat, Voice, or Video)
- Any Canned Messages for starting chats
- The Business Hours that apply
- The Groups to assign
Click Create Queue to finish your setup.
Setting an Initial Message
To save time, the system can automatically send an initial message when an interaction is first accepted. This initial message would be a canned message that you have set up for the queue in question.
To set an initial message, visit the queue page, found in the Setting submenu. Find the relevant queue and click the edit button:
Choose a canned message from this list, and click Update. Any interactions received in this queue, will have this canned message sent as an initial message.
The canned messages also accept variables, so it can include things like the queue name, company name and agent name too.
❓FAQ’s: Users, Groups and Queues
Setting a users workload capability
A user workload can be configured to enable different communication channels, including, chat, voice and video. In addition to this, the users chat capacity can be increased or decreased depending upon their skill level.
Via Settings, User Management, select Users. Click on the user you want to adjust workload for and update their Twilio Channels to suit.
Queue Cannot Be Deleted
When trying to delete a queue, you may see the following message:
Talkative Queues often have linked dependencies, this might be another queue, or a dialogflow integration. As these linked resources depend upon this queue, you will not be able to delete it without first deleting, or unlinking the linked dependencies.
Fallback Queues
A fallback queue is set so if an interaction is not answered in the primary queue, it gets redirected to another queue. This for example could be a Sales Queue falling back to a General Queue instead if no sales agents are online or all are busy. If you tried to delete the General Queue, the Sales Queue configuration would become invalid, as it cannot fall back to a queue which has been deleted. As such, if you wish to delete the General Queue, please delink the queue from the Queues Management page within engage.
Dialogflow Queues
If you utilise chatbots within the system, they will have had a special queue created for them. These queues cannot be deleted without first deleting the configured chatbot. The only way to do this is from within the context of the Dialogflow Configuration page. Deleting a Dialogflow config will automatically remove the related queue.
