If you have an SMS/WhatsApp number available in Talkative, you can map which queue inbound messages go to. This can include live agent queues and chatbots!
If you do not have a SMS or WhatsApp number available in Talkative, please reach out to your CSM or customer support
🛠️ How to create your SMS/WhatsApp queue connection
📖 Step 1: Open Messaging Service Queue Connections
- Select ‘Settings’ on the left side menu
- Select ‘Messaging Service Queue Connections’ from the Feature Management section The Quick Search bar at the top is super useful for finding the setting you need 😉
- Select ‘Add Messaging Service’
⚙️Step 2: Map the Queue
- Select ‘SMS’ or ‘WhatsApp’ depending on what you are configuring.
- Choose the relevant queue from the drop down
- Select the WhatsApp/SMS number from the ‘External Reference’ dropdown
- Hit ‘Create Queue Messaging Config’’
🛠️ How to edit which queues are used
📖 Step 1: Access the Edit Area
- Access ‘Messaging Service Queue Connections’
- Click the three dots next to the number which needs to be updated
- Click ‘Edit’
⚙️ Step 2: Update the Queue
- Use the dropdown to select what queue you want the number to direct inbound messages to