When a customer is routed to a fallback queue - for example, if no agents are available in their original language-based queue - you can now show a custom message before they’re transferred. This gives customers more clarity and control over what’s happening.
How to set it up
- Go to Queues settingsIn the Settings, navigate to Queues and select the queue where you want to configure a fallback
- Locate the Fallback Queue sectionScroll down the page until you find the Fallback Queue section.
- Select the fallback destination queue
Choose which queue the customer should be routed to if the original queue cannot be picked up.
- Set a fallback delay time
Define how long (in seconds) the system should wait before transferring the customer to the fallback queue.
- Add a customer-facing message
This message will appear to the customer at the moment the fallback is triggered, giving them context on what’s happening.
- Choose a sender
Select the Sender from whom the message will appear to be sent - this field is required.
- Save your changes
Click ‘Update Talkative Distributor Settings’ at the bottom to apply your configuration.