Training for agents using the Talkative solution
Learn how to use all of Talkative's products and systems including, web calling, video calling, live web chat and cobrowsing

Training videos for all aspects of the Talkative solution

At Talkative, we want to make sure that we give you, and your agents every possibility to make the most out of every interaction. This training page breaks down some of the important areas of the Talkative system, and shows you how to make Talkative work seamlessly for you and your customers.

If you can’t find what you are looking for here, then please let us know and we will make sure that we create training videos that you find useful.

What is QuickRef?

Each customer interaction has a uniquely assigned session number. This will be visible to the end-user and agent as a 6 digit correlation ID, referred to as a ‘QuickRef’. This 6 digit QuickRef allows voice and non-voice interactions to be correlated.

How to use Talkative's web calling feature

  • Receiving Talkative web calls is done in the same way as receiving a normal inbound call

  • Calls will ring your existing phones

  • The main difference is that, with the 6 digit QuickRef, you can bring up the customer's info from their web session

Live web chat training

  • The Talkative chat system lets you speak with customers when they message you through your website

  • You will receive chat requests if you are logged in and on the page

  • Notifications are sent on incoming chats from your browser and from the Talkative Notification App

  • Canned messages, or 'shortcut messages' can be written by typing ## - supervisors can add in new shortcut messages to the system. Canned Messages Guide

Escalating live web chat into web calls

  • While live web chat is great for initial conversations, sometimes it is easier to speak on the phone

  • Instead of giving your customer a number to dial, you can escalate into a voice call, within the same session

  • First, you can check to see if they have sufficient bandwidth and microphone necessary for a call

  • Then you can press the 'offer voice call' button that will send a request to the customer for a call

  • If they accept, a call will start between the customer's web browser and the phone number assigned with your agent account typically your direct dial or desk phone

Video calling and cobrowsing with your customers

  • In addition to web chat and voice calling, you are able to video call with your customers

  • Video calling is layered over the voice call. You can offer 1 or 2 way video, which your customer then accepts

  • You are also able to cobrowse with your customers

  • As with voice and video calling, cobrowsing is a request that is made to your customer, who can accept or deny the request. Customers can also end cobrowsing sessions at any point during the interaction

How to use the agent console

  • The agent console is where individual agents have access to all their interactions and communications with website visitors

  • See how to accept incoming interactions or search for past interactions

  • Ability to change and update individual agent bios and attach images

How to use the supervisor controls

  • 3 User levels, agent, supervisor and account holder. Supervisors can assign and edit agents

  • Set up user groups to filter incoming interactions and assign interactions to the right agents

  • Access to detailed interaction logs with agent names, details and time stamps

  • Supervisors can set automatic business hours for the Talkative widget, or manually turn it on or off