Manage Public Answers

Introduction

Manage Public Answers via API as another way to manage and update Customer-facing FAQs and help information. Public Answers are available in:

Gladly Sidekick via Answer Threads
Help Center
Glad App Self-Service FAQs

Before you start

Get to know Answers.
Set up an API Token for your Gladly user.

Add or update Public Answers

Suppose you have a brand called “Retale USA,” and your organization has launched a new brand called “Retale UK.” You’re seeking to set up a brand new site with Public Answers specific to “Retale UK” for the UK market.

You have two ways in Gladly to set up Public Answers for “Retale UK”:

Set up Public Answers through the Gladly UI

To set up Public Answers for “Retale UK” via the Gladly UI:

Create an Audience called “Retale UK.”
Add English - United Kingdom as an Answer Language.
Create Public Answers and associate them with “Retale UK.”

Agents can access and share Public Answers through the Answers Panel. Customers can access them via Help Center, Glad App, and Sidekick Threads.

Set up Public Answers programmatically via API

Set up and manage Public Answers programmatically using the instructions below. Note that this is not the only way to implement the Answer Management APIs, but it is the most typical:

Create an Audience called “Retale UK.”
Add English - United Kingdom as an Answer Language.
Get the Audience’s identifier for “Retale UK” through the GET List Audiences API.
Next, for each Public Answer you’d like to add:
1. Call the POST Add Answer API.
  1. If you receive a 409 HTTP status response indicating there is a duplicate Public Answer with that name, decide if you’d like to categorize it as an error, or simply use the Update Answer API to update that Answer. You can find the answer ID in the errors[0].meta.existingAnswerId field in the error response.
2. Call the PUT Add or Update Answer Content API to add the Public Answer.

Take a look at the add-and-update-answers folder on Github for a code sample.