A guide for embedded console users within Salesforce
Talkative's redesigned agent console gives agents an updated modern feel, plus a number of feature enhancements.
Old Console - Salesforce
Old Console Embed
The new console is shown below.
New Console - Salesforce
New Console Embed
Please note that only the area highlighted in red below will change:
New features
Please view this video for a comparison between old and new console:
You will notice a few obvious visual changes:
1. A connection status icon is now always present: https://support.gettalkative.com/knowledge/customer-disconnected-notification The customer's current webpage is also shown here
2. Split screen mode: https://support.gettalkative.com/knowledge/interaction-split-screen
3. Internal messages / supervisor whisper: https://support.gettalkative.com/knowledge/supervisor-whisper-internal-messages
4. Chat thread layout: only a small visual change, but agent/customer messages are now more easily distinguished from each other
5. Agent suggestions: canned messages are still accessed via ##, however a new fuzzy search shows canned messages automatically, as well as AI-generated agent suggestions to agents
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