Timeout Messages let you automatically send a customer a canned message once they have been waiting in a queue for a set amount of time, and can optionally close the interaction at the same time. They are useful for keeping customers informed during busy periods and for tidying up interactions that have gone quiet.
This feature is available for Talkative Account Holders and Supervisors.
⏱️ Configuring Timeout Messages for a Queue
The steps below walk you through setting up a Timeout Message on a specific queue, from opening your settings through to saving the finished message.
1. Open your Queue settings
From the left-hand navigation bar in Talkative, click Settings. Find the Queues setting either by scrolling the list or by searching "Queues".
2. Choose a queue to edit
On the Manage Queues page, either create a new queue or edit an existing one by clicking the light blue queue name. This opens the Edit Queue page.
3. Open the Timeout Messages section
On the Edit Queue page, scroll to the Timeout Messages section near the bottom, then click Configure Timeout Messages to open the Manage Timeout Messages page.
4. Create your Timeout Message
On the right-hand side under Create Timeout Message, set the Timeout delay (in seconds) before the message sends, the Canned Message your advisor will send, and whether the message should close the interaction.
⚠️ Before You Finish
Don't forget to click the blue Create Timeout Message button to save. If you leave the page without saving, your Timeout Message will not be created.
❓Frequently Asked Questions
Who can configure Timeout Messages?
Timeout Messages can be configured by Talkative Account Holders and Supervisors.
Can a Timeout Message close the interaction automatically?
Yes. When creating the message you can choose whether it should end the interaction as well as send the canned message.
How do I control how long before the message is sent?
Use the Timeout delay field, set in seconds, on the Manage Timeout Messages page. The message sends once a customer has waited for that length of time.
What message does the customer receive?
The customer receives the Canned Message you select for the advisor when setting up the Timeout Message.