Welcome to Talkative!
This guide will help you set up your new environment and take the first steps toward launching your digital engagement experience. It’s split into two parts to make things simple, the first covers all the setup and configuration needed to get your platform ready, and the second introduces the key features you’ll use to build and customise your customer journey.
Follow the sections in order, or skip ahead depending on where you are in your setup process.
Section 1: Setup & Configuration ⚙️
In this section, you’ll complete all the essential setup tasks to prepare your Talkative environment.
You’ll log in, add users, configure routing and queues, set business hours, and create your chat widget - everything you need before going live.
🔒 Logging in & Password Resetting
You’ll receive a Welcome to Talkative email once your account is created.
Setting Your Password
Click Set Password in the email to create your password and activate your account.
The link expires after 1 day, if it does, use the reset link below.
Your welcome email will look like this…
Logging Into Talkative
Use your regional link to access Talkative:
- UK & Europe: eu.engage.app
- US: us.engage.app
- Australia: au.engage.app
- EU Central: euc.engage.app
Having Trouble Logging In?
- Your setup link may have expired, try 🔁 Reset your password
- Use Chrome, Edge, or Firefox for best results.
- Getting a 419 error? Hit Ctrl + Shift + R and try again.
👤 Adding Users to Talkative
Now that you’re logged in, it’s time to add your key stakeholders as Admin Users. You’ll follow the same steps for adding the agent roles, we recommend doing this closer to your go-live date.
Adding Users Steps:
- 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.
💻 Adding the Widget Script to Your Website
We recommend getting this done early in your implementation journey as your IT team will need to complete this before you can go live with live chat or a chatbot.
- Go to the Chat Widgets section on the left menu.
- Select Add Chat Widget to your site and your script will pop up ready for you to copy.
- Paste the code into the
<head>section of all pages of the website. You can control which pages the Talkative widget appears on in the chat widget settings.
Need more detail? Check out the full setup guide here.
🔄 Setting Up Interaction Routing
Once your core admin users are added, it’s time to configure how customer interactions are routed to your team and allow you to test.
Create Your Routing System
- Go to Settings → Interaction Routing.
- Select Talkative Routing.
For external routing systems (e.g. Mitel or Salesforce), contact your Implementation Manager. You can use Talkative routing for initial testing.
Configure Routing Options
- Choose your channels, Chat, Video, or Voice.
- Set max chat capacity, timeout, and transfer priority.
- Enable Auto-accept interactions to automatically assign chats.
- Keep Single channel at a time toggled on (recommended).
- Manage User statuses or create your own.
- Enable Interaction Wrap-Up to give agents time for notes post-chat.
- Use Queue Cap to limit waiting interactions.
Finally, click Create Routing System to save your setup.
👥 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. Think of Groups as your internal teams or departments.
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
Next, 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 Up Business Hours
Next, set your Business Hours, this defines when your teams are available to handle interactions. You can also create multiple sets for different shifts or teams.
Edit Your Default Hours
- Go to Settings → Business Hours.
- Click the Default preset to edit it.
Here you can:
- Update opening times for each day.
- Add multiple shifts per day.
- Add special dates (e.g. holidays).
- Rename or change the default status.
Tip: Use Create Preset to add extra business hour sets for different teams or time zones.
Section 2: Building Your Experience 🛠️
Once your environment is ready, it’s time to bring your customer experience to life.
Here you’ll find an overview of Talkative’s core tools, from AI Chatbots to advanced widget customisation, with links to dedicated guides to help you complete your build and start engaging customers.
Chat Widget
Your chat widget is the customer-facing entry point for conversations on your website.
Here you can customise colours, branding, and text to match your style, then embed it directly into your site. It’s the first step in creating an engaging digital experience.
Next step: Learn how to fully design your widget in the Chat Widget Design Guide and follow the Adding Script to Your Website guide to publish it live.
AI Knowledge Base
The AI Knowledge Base powers your automated conversations by providing accurate, consistent answers. You can upload documents, FAQs, and internal resources so your chatbots and agents have the information they need to respond quickly and confidently.
Next step: See the AI Knowledge Base Guide to upload and manage your content sources for chat/voice bot training.
AI Chat Bot
The AI Chatbot lets you automate customer interactions, guiding visitors through questions and tasks with natural, conversational responses.
You can train your chatbot using your Knowledge Base and define how it should respond, escalate, or hand off to live agents when needed.
Next step: Build your chatbot using the AI Chatbot Guide. Not using AI? Follow our Standard Chatbot Setup Guide instead.
AI Voice Bot
Take automation beyond chat with the Voice Bot.
It brings the power of AI to your phone interactions, helping customers check order updates, book appointments, or get support using natural speech, all without needing to speak to an agent.
Next step: Explore setup options in the Voice Bot Guide to automate customer phone interactions with AI.
WhatsApp & SMS
Expand your reach by connecting Talkative to WhatsApp and SMS.
These channels let you engage customers on the platforms they already use every day, providing fast, convenient support and notifications straight to their phones.
Next step: Applying for a WhatsApp / SMS Number.