The Console is where all your customer interactions live. From here, agents can handle chats, calls, and video interactions in one place. This guide links to guides to help get your agents settings ready for going live.
If you’re using Mitel or Salesforce, you should manage interactions in those platforms instead. However, the setup tips below still apply to your overall Talkative configuration.
Canned Messages
Create and manage pre-written responses to help agents reply quickly and consistently. You can add, edit, or organise these messages by category for easy access during live chats.
Next step: See the Canned Messages Guide to create and manage your saved replies.
Agent User Profile Settings
Upload agent profile images to help customers identify who they’re speaking with. Avatars appear in the chat widget and make interactions feel more personal.
Next step: See the Agent User Profile Guide to upload or edit your profile picture.
Console Feature Configuration
Here, you can enable or disable Console features for your agents, such as canned messages, tags, and wrap-up forms. You can also set SLA thresholds to trigger alerts if a customer waits too long to be acknowledged or responded to.
Next step: See the All Settings Explained Guide and scroll to Agent Experience for breakdown of the options.
Wrap-Up Forms
Wrap-up forms let agents record interaction outcomes after finishing a chat or call. They help track topics, resolutions, and performance insights.
Next step: See the Wrap-Up Forms Guide for setup.
Tags
Use tags to categorise interactions and make reporting easier. Tags can represent topics, departments, or outcomes — helping you analyse trends in Analytics.
Next step: See the Tags Guide to create and manage tags for your team.
Co-Pilot Settings (AI Plan Only)
If you’re on an AI plan, Co-Pilot gives agents real-time assistance during interactions.
It can suggest responses, summarise conversations, and provide context from your AI Knowledge Base.
Next step: See the Co-Pilot Setup Guide to configure AI assistance for your agents.