The Talkative integration with Acuity lets you automatically create Scheduled Interactions in a chosen Talkative queue whenever an appointment is booked in Acuity. It can also update or cancel the Scheduled Interaction if the appointment changes or is cancelled.
✅ What you’ll need
- An active Talkative account with Scheduled Interactions configured (explained below)
- An Acuity account on the “Powerhouse” plan to access API credentials
- Your Acuity User ID and API Key
💳 Part 1 — Get your Acuity API credentials
- Log in to Acuity and go to Integrations from the left menu
- Scroll to “API” and click “View credentials”
- Copy the User ID and API Key shown in the top‑right
- If you reset the API key later, be sure to delete and recreate the integration in Talkative first to avoid webhook clean-up issues
🧩 Part 2 — Create an Acuity Config in Talkative
- From the Settings menu, under ‘Integrations’, click ‘Acuity Configs’
- Click “Create Acuity Config”
- Enter a name for internal reference
- Add your Acuity User ID and API Key
- Save. Validation checks that the User ID and API Key combination is valid
🗺️ Part 3 — Map Acuity appointment types to Talkative queues
- From your Acuity Config, click “View Queue Configs” from the ‘…’
- Click “Create Acuity Queue Config”
- Give the mapping an internal name, choose an Acuity Appointment Type, then select the target Talkative queue
- You can map multiple appointment types to the same queue
⚠️ Be Aware
- The current version doesn’t prevent mapping the same type to multiple queues; this will cause webhook issues, so avoid duplicates
- If you delete an appointment type in Acuity, Talkative won’t know and will continue listening for that ID
🎛️ Queue configuration tips
- The queue must match the interaction channel you want to launch
- For video appointments, set the queue type to Video
- The created interaction takes its initial channel from the queue
Learn more about editing Queues here 🔗 Users, Groups and Queues
✅ After setup — How it works
- New Acuity bookings appear in Talkative under Scheduled Interactions on the left side menu
- Make time or date changes in Acuity. Acuity webhooks will update Talkative and may override manual changes made in Talkative
- Cancelled appointments are reflected in Talkative. For data retention, the customer email is removed in Talkative once cancelled. Full details remain in Acuity
🔗 Add a “Join your appointment” link to Acuity emails
Include a link in Acuity client email templates so customers can join their Scheduled Interaction in Talkative. Use the appointment ID placeholder from Acuity
Link format:
https://YOURREGION.engage.app/scheduled-interactions- customer/acuity/%appointmentID%
Add this link to all relevant customer email templates in Acuity so customers can load their session at the right time.
🗓️ Booking and agent experience
- Customers book via your Acuity booking page
- Appointment times are shown in the customer’s local time zone. Talkative converts and displays in the time zone configured in Talkative
- Agents receive the Scheduled Interaction in the mapped queue just like on‑demand interactions
- You can dedicate a queue for Scheduled Interactions or mix with on‑demand depending on preference
🧑💻 Customer join page and custom landing pages
- When customers click the email link, they’re directed to the Scheduled Interaction page and your chat widget loads
- You may optionally configure a custom landing page for Scheduled Interactions. This requires significant development effort and is only supported under a separate professional services agreement. Speak to your Talkative CSM if interested
- The agent will see the scheduled interaction appear in their queue once the customer joins
📚 Help and references
- Acuity documentation: Acuity Help Center