Queues in Talkative group interactions together and determine how they’re routed to agents. Each queue can be linked to a Mitel queue, allowing interactions to flow seamlessly from Talkative into your Mitel environment.
Step 1: Mitel Queues Created
Confirm your Mitel queues created in Ignite before then logging into Talkative Platform.
Step 2: Open Queue Settings
In the left-hand menu, select Settings → Queues.
Click Create Queue at the top of the page.
Step 2: Create a Queue
Name your queue – Add a clear, descriptive name (for example, “Customer Support” or “Sales Enquiries”).
Add queue emails – Optional. Add any email addresses you want associated with this queue.
- These will be used for chat transcript replies or offline messages (for example, when the queue is closed).
Select your channel & initial canned message.
- This email address is used as the "ReplyTo" email address when a customer requests a chat transcript. In addition to this, if your chat widget is configured to allow offline emails (such as when the queue is offline due to business hours), the emails will be sent to these addresses.
Choose business hours
Assign groups – Choose one or more agent groups to handle interactions for this queue.
- Agents can belong to multiple groups, and groups can be assigned to multiple queues.
Click Create Queue.
Step 3: Map Talkative Queues to Mitel Queues
Next, open the Talkative queue you want to route through.
- Scroll to the Queue Routing Settings section.
- From the dropdown, select the corresponding Queue (e.g., “Contact Center”).
- Select Availability Basis.
- By default, Talkative routes interactions to agents marked as "Available" within ignite. If your workflow requires agents to be in an "Idle" state in order to accept interactions, this setting can be adjusted.
- Save Mitel Distribution Settings
