Setting a Fallback Queue message

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

1. Go to Queues settings

   In the Settings, navigate to Queues and select the queue where you want to configure a fallback

2. Locate the Fallback Queue section
   Scroll down the page until you find the Fallback Queue section.

3. Select the fallback destination queue

   Choose which queue the customer should be routed to if the original queue cannot be picked up.

4. Set a fallback delay time

   Define how long (in seconds) the system should wait before transferring the customer to the fallback queue.

5. 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.

6. Choose a sender

   Select the Sender from whom the message will appear to be sent - this field is required.

7. Save your changes

   Click ‘Update Talkative Distributor Settings’ at the bottom to apply your configuration.