All Settings Explained

This is a list of tasks designed to help you get set up with Talkative at your own pace. A best practice To Do List ✅ with a quick guide for each task.

Here you can amend your Company details like company name, time zone, interaction expiry time and billing info.

Tags are used by agents to help categorise and summarise an interaction. They are really helpful in your reporting too.

Setting your business hours determines when your agents will be available to respond to customer inquiries.

Canned messages are pre-written responses that agents can send during a chat via a shortcut. They can be used to answer frequently asked questions or provide information about your company.

Here is where you can make some company wide defaults to the way interactions are received, routed and handled.

After each interaction, the visitor will have the option to be emailed a transcript of the conversation. In this section you can customise that email to suit your brand.

This is a fantastic tool that allows you to build out a customer interaction scenario for your agents to use for training. AI will act as the customer in your scenario and you can review the results.

This is where you can assign your Training scenarios to particular users. The scenarios will appear to the chosen Users as if they are real customers!

In this section you will find a summary of the features and allowances on your Talkative account. If you have any questions about any of the information here please get in touch via support@gettalkative.com or speak to your Talkative CSM.

This is where you can manage your Users.

Groups are simply a collection of agents. An agent can be in multiple groups, and you can create as many groups as you wish. Think of each Group as a team or department within your business.

This is where you can manage your Groups.

Queues are used to group interactions together so think of them as the route to each team or Group. Here you have the power to…

You have the option to enable SSO for your account and all users. This setting allows you to set up SSO and manage the rules of that for your organisation.

Wrap Up forms can be set up to appear to agents immediately after an interaction ends. You can customise these forms for your agents to complete.

Configure which data you want to capture from the interaction without asking the customer to complete a form. It will cherry pick the data required from a conversation.

The AI Email Assistant helps your agents reply to customer emails by making suggestions from your Knowledge Base. Select the relevant Knowledge Base, add in the domain for your customer communications platform* and choose your preferred AI model.

This is where you can set up bespoke AI reports that give you more insights about the frequent conversation topics. One-off, weekly or monthly reporting available.

This is a list of all the times an interaction has caused an AI lookup from your Knowledge Base. You can filter this data too to get a good overview of how your Knowledge Base is being used.

Generate a report on the questions customers asked that were not able to be answered by the AI Knowledge Base. This will provide the subsequent agent answers (if available) as part of the report.

If you are using a messaging service like SMS or WhatsApp, this is where you can connect the relevant Queues to your phone number/s. You can also configure a sandbox for testing purposes before going live.

Here you can create Alerts that will notify you when a certain event or occurrence happens. For example, the queue time is over 2 mins.

The same as Alerts but smarter. Get notifications using AI to alert on interaction conditions. Is the agent being rude or using bad language, a product complaint is being discussed etc..

This is where you set up your Microsoft Teams Integration. Fill out the details on the form then on submit, you will be redirected to a Teams OAuth page.

If you require external storage for your interaction data outside of Talkative, you can configure that here.

In this Setting you can set up your Agent Copilot (Navi). An AI assistant that can provide message auto-complete and suggestions and is also on hand for the agents to ask questions. Navi connects to your AI Knowledge Base.

If you are using Acuity to schedule interactions you can connect your account here.

This feature allows you to integrate the Talkative Console into your own platform. This setup requires Developer skills from your team but feel free to reach out via support@gettalkative.com for more info.

This setting is where you would create your CRM integration, visit the CRM integrations sub category in Setting & Technical Hub.

Talkative integrates seamlessly with Salesforce, allowing your team to handle customer interactions directly within your CRM. Agents can manage chats, calls, and video interactions inside Salesforce, while customer details and conversation history automatically sync, keeping everything in one place for a smoother, more efficient workflow.

To restrict access to queues for each user. Please note, to restrict queues from being visible to all users, all users must be added to an access list. If a user is in an access list and has the role of a restricted agent or supervisor, they can only view the queues to which they are assigned. Please speak to your CSM to determine your use case before creating access lists.

Interaction Data is information passed through with a chat/video/voice interaction that can be used to identify the customer. Due to the fact interaction data is typically passed through JavaScript, it is inherently insecure and should not be used to pass through secure credentials. Here you will need to provide an ECSDA public key.

If you are using Signed Interaction data and some fields are to remain unsigned, they will need to be added in here.

Here you can request API Keys for your Talkative account to collect data and connect your other API enabled programs.

Unfortunately, a small percentage of website users can be time wasters or behave inappropriately. Agents can block these interactions after the interaction has ended.

Supervisors & Account Holders can view a list of any blocked IP address, and see the details of who blocked them and the reason why in here.

This is where you can ‘whitelist’ certain IP addresses meaning they cannot be blocked by agents. This is helpful in a hospitality environment where your customers might be using the same IP address as you.

This is where you can manage any blocked customers. The Agents have the ability to block customers from future interactions. From this setting you can unblock and review any blocked customers. You can also see the interaction that occurred prior to the agent blocking the customer

For our White Label partners, this setting is where you can change the Talkative branding throughout the platform to your own. Please speak to your Talkative CSM for more info.

Post Interaction Email Rules, allows customers to receive them by Email.

Similar to the Post Interaction Email Rules, but this setting allows customers to receive them by SMS.

Create a glossary of words that need to be translated in a specific way or not at all. For example, Talkative in French should remain as Talkative and not be translated to ‘bavard’

This feature allows you to send an SMS to up to 250 numbers at a time. You’ll need to have the contacts list in a CSV format but you can learn more about this feature here

Here you can switch console features on or off for your agents. You can also set your SLA thresholds which will then alert if a customer is waiting too long to be acknowledged or waiting too long for a reply.

Configure the settings for file transfer. Do you want agents to be able to send and receive files via the chat and if so, what types of files?

If enabled, an agent can add personalised canned messages. If a personalised canned message is created, the agent can then edit or delete it. These canned messages are separate to any company-wide Canned messages you may have created

This setting will turn users offline if they leave the queue page. They will not be set back to online on re-entry. The detection for people leaving the queue page depends on the users' connection. It is possible that users will be turned offline while remaining on the queue page. This feature should not be enabled if users are likely to close the tab but still be at work (for example, if using Talkative on a phone, multitasking, or using any external integrations). You are enabling this feature at your own risk.

If enabled, an agent can reject an interaction before it is accepted. This will end the interaction and reject the reservation

If enabled, an agent can add in external users to ongoing video calls with a join link. The ‘Add a Participant’ button will become available in all Video Chats and when clicked, a link to join will be added to the agents clipboard. They can then send this link to the required participants. There is a limit of 50 Participants but we recommend no more than 4 in a video call for optimum performance.

There are two versions of the console. You will be using ‘redesigned’ as standard but you have the option to switch to the classic version here

If enabled, selected keywords in messages sent from agents to customers will be highlighted to the agent. The agent will see a prompt to recommend changing their message. This only applies to messages sent from agents to customers though. You can specify your keywords here.

This setting allows you to mask swear words from your agents. If a Customer uses a curse word, it will be censored when this setting is enabled. You have the option to exclude some swear words of your choice from being censored as well.

With this setting enabled, Agents no longer need to make 2 affirmative actions to end and tag a active interaction. An interaction ended by the agent will no longer go into the ended queue and will be completed and removed from the console.

Enabling this feature means an Agent can message their supervisor through the Talkative Console

If enabled, the agent will be able to see the customer's connection status while handling an interaction.

If enabled, it gives Agents the option to reword messages using AI before sending them.

When enabled, chat transcripts are analysed upon completion and tags (chosen from your queue tags) are prefilled during wrap-up. Disable this option if you prefer not to share customer data with a third party.

Change the language that will be used in the Console for every user in your company.

This setting lets you adjust the number of days passed since an interaction has ended for it to be automatically completed if an agent fails to wrap up. You can learn more about Auto-Complete Interactions here

This is where you can set some company defaults for the Video Chat feature like mic, camera and screenshare enablement and video effects.

Interactions containing video are processed by a natural language processor to create automated transcripts. These will be displayed in your interaction log if this setting is enabled.

Use these settings to configure the default behaviour when creating a video call with a non-website customer (SMS, Facebook, WhatsApp etc.). For website customers, this behaviour can be configured in Chat Widgets.

This controls which video features auto start for the agent like a virtual background, audio and video.

Control the recording ability here. By default the agent will be able to access all video controls including the video recording settings. You can change this behaviour by disabling the access here as well

Here you can configure what is allowed in an email escalation like the ability to attach links and whether the interaction meta data should be included.

If you are using Scheduled Interactions you can configure which widget to use. Scheduled Interactions happen in the Talkative environment by default but you have the ability to make them happen on your site from this setting Please be aware that this requires Developer skills from your team.

You can start personal 1-1 meetings in a separate ‘room’ which allows the agent to send a link to join email or SMS. Configure the settings for those interactions here.

If enabled, customers will be able to see the agents are typing. Keep in mind, this does not affect chatbots.

If you have your phone setup connected with Talkative you can configure the recording options here.

This section determines how we handle customers data. Disabling IP collection will disable your ability to block customers by IP address. The settings below (Show IP Address) will also only take effect for interactions that are handled when Collect Customer IP Address is enabled.

For configuring your outbound call setup.

Enable or disable the inclusion of a Interaction Log URL to the Interaction data.

If enabled, chat transcripts are analysed at the end of chatbot or abandoned interactions and tags are automatically assigned using a regional AI.

Sentiment analysis means defining the positiveness or negativeness of a given text with the help of artificial intelligence. When this feature is enabled, one can request sentiment analysis on a chat interaction log history. As a result all the messages in a chat will get a sentiment label and a sentiment score. A sentiment label can be either Positive, Neutral or Negative. While the sentiment score is a number between -1 (the worst sentiment) and +1 (the best sentiment).

These configuration options decide what features will be enabled on the home screen that users see on login. You can choose to enable or disable Feedback Stats or Agent Leaderboard for a bit of healthy competition.

If enabled, timeout messages that are configured to automatically end an interaction will also mark it as complete in multi console. Tags will still be automatically applied, if configured, regardless of this setting.

Log when an interaction is viewed in varying states. If anything here is enabled, chat monitoring will be disabled.

This determines if interaction chat and video transcripts will be summarized. You can enable this option and then provide a prompt for the AI to ensure your summary contains all the key info you need.

These configuration options decide what features will be enabled for agent training and sets some default values. If Agent Initiated AI Customer Training is enabled, agents will be able to initiate AI customer training from the console. You can choose which Queues training takes place in but we do recommend setting up a specific training Queue to keep the interactions separate.

Switch the Leaderboard feature on or off for your admin users dashboard.

If enabled, all users will be forced to set up MFA on their next login. Any users currently logged in without MFA will need to refresh the page to continue using the application so we recommend enabling this outside of work hours.

Users can also enable MFA themselves by clicking on their User Profile Settings, ‘Manage Multi-factor Authentication’ and then scanning the QR code with their chosen MFA app.

Enables access to NLX, Dialogflow CX, Dialogflow ES, and Einstein chatbots. This is an admin only setting.

Enable the New version of our Chat Widget Editor here. It’s a much more user friendly setup to manage your Widget designs and configs.

If enabled, you will be able to access legacy reporting.

This is the Google Analytics Measurement Protocol configuration. This is used to send data to Google Analytics via the Measurement Protocol. You can enable and configure the set up here.

If you are using a Netcall system, you can integrate Talkative. The settings found here are additional configs.

If enabled, any insight reports will run on an AI model in your region. For users in the EU region, your data will be processed in Belgium.

As a default, your support team at Talkative cannot view your customer interactions. The conversation between you and your customer can only be viewed by your team.

In some instances, you may want to enable the Talkative support team to view your interactions. This is where you can enable and set a time limit for that access.