Enhanced Timeout Messages

Enhanced Timeout Messages

This feature is available for Talkative Account Holders and Supervisors.

To configure Timeout Messages for a specific queue, start by accessing the left-hand navigation bar in Talkative.

Next, click on the Settings drop-down menu and select the Queue tab.

Once you reach the Manage Queues page, you can either create a new queue or choose an existing one to edit. Simply click on the light blue Edit button on the right side of the screen.

This will take you to the Edit Queues page. From there, navigate to the Timeout Messages section located on the lower right-hand side of the screen.

By clicking on the "View Timeout Messages" button, you will be directed to the Manage Timeout Messages page.

In this section, you have the option to add a new Timeout Message, adjust the Timeout delay, select the auto-populated Canned Message for your advisor, and decide whether the Timeout Message should also close the interaction.

Additionally, you can choose whether to automatically tag completed or abandoned interactions.

To add a new Timeout Message, go to the right-hand card and select your desired Timeout delay (in seconds) and the appropriate Canned Message. An example is provided below.

Remember: Don't forget to click the blue Add Timeout Message button to save your settings.

To add a new Canned Message for use with the Timeout Messages feature, kindly refer to the Canned Message support article found here.

For customers who want to automatically end the interaction upon sending the Timeout Message, tick the ‘Ends interaction?’ checkbox. 

For customers who want to automate tagging, click the gray drop down to choose from a list of interaction tags upon the interaction’s end. 

However you configure your Timeout Messages, once saved, your new Timeout Messages will appear on the right hand side of the main Manage Timeout Messages screen.