Welcome! This Guide will walk you through the steps of setting up your new Talkative x Salesforce environment. This guide highlights what settings need to be configured on your Talkative portal prior to connecting to your Salesforce org.
Follow the steps in order or skip to the one you need…
🔒 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.
👤 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.
👥 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.