🎓Agent Overview - Talkative Console

To get to the console you first need to log into the Talkative platform. Using one of the below URL’s based on your region

Then you need to click the ‘Console’ button from the left hand side of the page.

The availability dropdown controls your active status and will control certain behaviours on the console.

To change your status, click the dropdown at the top of the page

At the top of the console section, there are some additional settings and troubleshooting tools.

Clicking on the cog icon you’ll find:

Next to the cog, there us also the aggressive notifications toggle. Useful if you want interactions to continually ring when needing to be accepted

When you have set yourselve as online, you’ll soon start to receive interactions.

An interaction will appear in the pending section, on the bottom left hand side of the console.

To accept the interaction, click the green tick button.

When you’re in an interaction with a customer, you’ll be shown the chat window.

Here you’ll see any messages that you or the customer sent. It’ll even show messages that we’re sent before you handled the interaction!

When on this page you can:

If enabled, you can also reword your message that has been drafted in the message text box.

Simply type out a draft message, then click the robot icon.

Select the reword type you want, then a suggestion will appear on the “Copilot” section of the console.

Here you can click to fill the chatbox or send the message.

When chatting to a customer on an interaction, you may want to escalate the chat to a video/voice call.

To start a video chat, click the video icon at the top of the page. Then click either ‘Voice Only’ or ‘Voice and Video’

This then sends a notification to the customer asking if they want to join the call.

If you need someone else to handle the interaction, perhaps someone with a different skillset, you can transfer the interaction elsewhere.

To transfer an interaction, click the transfer button at the top of the console.

Then select whether you want to transfer to a specific agent, or anyone within a specific queue.

If you want to see what webpage your customer is currently on, click the customer view button.

This will display an Iframed version of the webpage the customer is currently looking at.

When handling an interaction, you can send ‘Internal Messages’. An internal message is a way of contacting your supervisor mid interaction or for just generally making notes.

To send an internal message, click the internal messages bar on the top of the console page.

This will open a new text box, where you can send and receive messages.

Once a internal message has been sent a supervisor can see the messages in the ‘Chat Monitoring’ in ‘Live Dashboards’ and also within the interaction logs for future review.

During an interaction you the queue name at the top of the page may change to orange.

This means that the customer has disconnected and is no longer on the chat.

If you need to know more information about the user you’re chatting with, use the Information tab.

Clicking “Information” at the top of the console page will show various information about the user.

This page shows information on:

If you need some help sending a message back to a user. Consider using our Copilot.

Copilot can be accessed from the “Copilot” tab from the top of the console page.

When a customer sends a message, Copilot will generate a suggested reply based on the dataset configured.

From here, you can fill your textbox and make some adjustments to the suggestion, or send what it suggests straight to the customer.

Similar to Copilot, Navi can also support you while you are working with a user.

Navi allows you to to directly ask questions to an AI assistant, which will provide an answer based on your companies database, and the context of the current interaction.

You can start a conversation with Navi by navigating to the Copilot tab, and clicking the Navi button at the bottom of the screen.

Once you have wrapped up an interaction with a customer, you should end it.

To end an interaction, click the red ‘X’ at the top of the page.

After clicking this, you will be taken to the wrap up page. Here you can add tags to the interaction for future reference and block the customer by their IP address if needed.