This guide explains how to request SMS or WhatsApp numbers and how to connect them to your queues using Messaging Service Queue Connections.
What are Messaging Service Queue Connections?
Messaging Service Queue Connections allow you to link an inbound messaging channel, such as SMS or WhatsApp, to a specific queue in Talkative.
Once connected, any message sent to your allocated number will automatically route into the assigned queue, where agents can receive and reply to messages inside the console.
This setup ensures:
- Messages arrive in the correct team or workflow.
- Agents can manage SMS/WhatsApp conversations exactly like live chat.
- Your organisation has full control over routing, permissions, and workloads.
How to set up SMS/WhatsApp
Step 1: Apply for a number
To get started, request an SMS or WhatsApp number from Talkative Support.
You can also port an existing number (regional limitations may apply). In the USA, “Hosted Numbers” are also supported, allowing you to keep a number for voice calls while Talkative handles inbound SMS.
Find out more about the application process and requirements here.
Step 2. Talkative provisions your number
Once your number has been provisioned, it will be added to your account.
When ready, go to Settings → search for Messaging → open Manage Messaging Service Queue Connections
(You must be an Account Holder to access this area).
Step 3. Add the Messaging Service
Click Add Messaging Service and choose either SMS or WhatsApp.
This determines what kind of inbound channel you are connecting.
Step 4. Connect the service to a queue
Select the queue you want messages to flow into.
Select the number that has been provisioned for you.
From this point on, all inbound messages sent to your number will automatically appear in that queue for agents to handle.
