Accepting Interactions in New Console

Created by Seb Coulthread, Modified on Tue, 23 Apr 2024 at 09:21 PM by Seb Coulthread

How to accept interactions in the new agent console

Note: this assumes you are using Talkative "standalone" i.e. not integrated into Salesforce/Mitel/Genesys.

1. Navigate to the console page.

2. Set yourself as Available.

3. New interactons will appear bottom left

The SLA warnings (warning, danger) can be adjusted in the settings.

The reservation shows: type of interaction, queue, and customer details (if available).

1 extra chat

If you've enabled the 1 extra chat feature, this icon will present when your agent reaches capacity:

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