In an IVR experience, Contextual Callbacks are when a Customer can leave a message and then receive a call back from an Agent, effectively allowing them to get on with their day without waiting on the phone. Unlike traditional callbacks, Agents will know the context (through the message) of the Customer and their situation, allowing them to choose the best way to respond — including switching to a more efficient Channel like SMS or email. Contextual Callbacks are another opportunity to provide radically personal Customer service, which begins before you call the Customer back. How Contextual Callbacks work When a Customer calls and goes through your IVR, they may choose your voicemail option to leave a message if they don't wish to wait in line for the next available Agent. The experience starts with you, ensuring that your voicemail greeting asks Customers to leave a detailed message on why they

This guide gives information on how to ingest Events data from Gladly. Events data can range from Agent Events (e.g., logins, logouts) to Conversation Events (e.g.: Conversation Created, Conversation Closed) and Contact Events (e.g., Contact Created, Contact Offered). Events offer the greatest amount of flexibility in being able to perform your own analytics. Some metrics (e.g.: Handle Time, After Contact Work) might only be available via pre-calculated Gladly APIs like the Work Sessions API and cannot be calculated using Events. Get Events Option 1: Use Events API Sample Cadence: URL: Events Filters: • startAtTime: now() - six hours • endAtTime: now() Cadence: Every six hours Available For: 24 hours Note: This data is real-time. Why use this API Provides real-time view of Events in JSONL format. How Customers store this data Most customers have one table to house all Events. You might need custom code to

REQUIRED USER ROLE  Administrator PERMISSION OVERVIEW View permissions by role While you can delete Entry Point exceptions by hovering over the exception and clicking , you cannot permanently delete Channels and Entry Points in Gladly. Contact Gladly Support if you need to delete or deactivate any Entry Points so they cannot be used. Users assigned the Team Manager or Administrator roles can contact Gladly Support . Log into Gladly as one of these roles, click on the top-left corner, then click Contact Gladly Support . Gladly Support's primary operating hours are Monday through Friday, 6 AM to 6 PM Pacific Time, but you can submit a request anytime.  Please select the correct business impact (P1 to P4).  Most requests should be sent as a P4.

Voice ​. The Voice page will show any phone numbers already configured for Voice. Here you can also see if a number has an IVR linked (Initial IVR or Queue IVR columns). Open the setup wizard: Click Set Up Voice ​. This opens the number setup wizard for Voice. Choose to get a new number: In Step 1 of the wizard, select “Get a new phone number” and click Next . (If you need an international number outside the US/Canada, or a special number like a short code, Gladly will instruct you to contact Support instead . Search for a number: In Step 2, use the Search Phone Numbers dialog to find an available phone number. By default, it will list random available US numbers, but you can filter: Country: (US or Canada) Type: Local or toll-free​ Capabilities: Voice is always selected (since we’re in Voice setup). You can optionally include

REQUIRED USER ROLE  Administrator PERMISSION OVERVIEW View permissions by role You can add or edit users one at a time, but this is not always efficient when you add/update many users simultaneously. But with the Export and Import feature, you can add (or update) user data — in bulk — with less effort. Before you start Review the following before you add users in bulk. The email column is the most critical of data which tells Gladly which users you add. Users not in the CSV are not added. Do not delete the name column on the CSV to prevent overwriting names as a blank field. If you delete the inboxes , teams , or deactivated columns, those fields are ignored, and no changes are made. Don't leave the deactivated field blank if you want the user to remain deactivated. Leaving the field blank activates a user's account. Upload new users

There are situations where you may need to re-assign a Conversation to a different Inbox or Agent if a different skill/specialization is required to help the Customer. For example, you can reassign a Conversation to an Inbox specializing in billing questions. You can also reassign a Conversation to a particular Agent with a specialized skill like one who speaks Spanish. Reassign a Conversation In the Profile of the Customer you want to reassign, click on the name of the Agent/Inbox under the words Assigned To . (If the Customer was assigned to you, that would be your name.) The ConversationAssignment menu will pop up. Type the name of the Agent or Inbox you want to assign the Customer to. The top of the list shows the Inbox the Conversation is currently assigned to. It says "(Current)" next to the Inbox name. Click on the Agent or Inbox name

This page contains information on preparing for your first Proactive SMS Campaign. Proactive Conversation features do not replace marketing tools Proactive Conversation tools like Proactive Email and Proactive SMS allow you to quickly communicate pertinent information to Customers. Still, it’s not meant to replace mass, marketing-type outbound communication to Customers which is a more appropriate use case for tools like MailChimp (email) and Attentive (SMS). Standard workflow for creating a Proactive SMS Campaign Prepare Create Monitor Confirm the SMS-capable number you’ll use for the SMS Campaign. Create the Messaging Answer to use for the SMS Campaign. Gather recipient phone numbers part of your Campaign. Create and set up the SMS Campaign details. Upload your SMS Campaign recipients and schedule the outreach Check the “Progress” tab to see active outreach activity. Completed outreach appears in the “Completed” tab. A voice number that’s SMS-capable To use

REQUIRED USER ROLE  Administrator PERMISSION OVERVIEW View permissions by role Create Away statuses/reasons Agents can use when they need to step out from helping Customers or from their computer. Statuses cannot be deleted Away statuses cannot be deleted once created, but you can archive unused ones. Create ' Away' statuses Click on the top left corner of the screen. Click Settings. Under the Agent Experience category, click Agent Status . Click Create Agent Status. From the Create Agent Status screen, enter the Away status name. (hint: you can use emojis) 6. Click Away as the Type until the radio button turns green. 7. Click Create Agent Status . This will take you back to the Agent Status screen. You should now see the Away status you created. It's also immediately available for use.

Who maintains the integration Optimizely Data Platform's integration with Gladly was built by Gladly and is maintained by Gladly. Basic scope A connector service listens to Conversation Created and Closed webhooks. The Get Customer API is used to look up the Customer email based on the webhook. The data is sent to Optimizely Data Platform as an event and an update to the Customer's custom attributes. APIs used for the integration The Get Customer API is used to look up and send events from Gladly to Optimizely Data Platform. How the integration works Gladly sends Optimizely Data Platform events whenever your Customer creates or finishes a Conversation with one of your Agents. Additionally, to make segmenting Customers easier, Gladly also updates the Customer object in Optimizely Data Platform with the following custom fields where you can also change the display names during setup: gladly_conversation_closed_ts – Date

With remote work being more prevalent, this presents new challenges regarding ensuring consistent and reliable connections outside your regular office/headquarters, where you may not have control over the network infrastructure. One of the most commonly reported difficulties with remote work is call quality. If you are receiving consistent feedback from your Agents regarding call quality, we can help you with a process to diagnose and isolate the root cause of the issue. Basic requirements Ensure that your Agents are using hardware and software tested and approved for use with Gladly. We cannot vouch for the performance and reliability of any hardware or software that is not supported. See hardware requirements See software requirements Agents should run a network test and pass all the tests. Diagnosis strategy To work towards isolating the root cause of call quality issues, we suggest using the template below to gather intelligence around the hardware

The holidays are inevitable events that happen every year. While it's one of — if not the busiest — time of the year, it's also a time when many companies ramp up temporary hiring, see how well operational processes are performing, and stop operations for a few days to have your team spend time with their families. We put together this guide to help you think about items to review and complete during the holiday season to ensure operational efficiency. Plan for the holiday rush Sign up for Gladly Status and release notes Sign up for Gladly Status to get notified of planned maintenance and critical platform notifications. Sign up to receive release notes to receive important Gladly news, product updates, bug fixes, and education events. Outage Review the Action Plan in Case of an Unexpected Platform Issue to understand best practices and suggestions for actions in case of a

Amazon EventBridge is a serverless event bus that ingests streaming event data from Gladly. With Amazon EventBridge, you can design rules and custom workflows for the real-time routing of your data. This will help you create applications or use cases that respond to your data sources in real time. EventBridge can harness Gladly's data streams to send data and activate other services like Amazon Kinesis streams, AWS Lambda, and Amazon SNS. Benefits Set up routing rules to decide where to send your data in real time. This will help you build an application architecture that reacts to your Gladly data and quickly leverages other applications and services. Build event-driven architectures EventBridge simplifies the process of building event-driven architectures. No setup is required. Loosely coupled event-driven rules and routes can improve developer agility and application resiliency. Connect SaaS apps EventBridge ingests data from supported SaaS applications

to Gladly. Okta Log in to your Okta Admin account. Go to Applications > Applications > Create App Integration . Select SAML 2.0 Click Next . Enter "Gladly" as the name. Click Next . Under the Configure SAML tab > Section A: SAML Settings Single Sign-on URL – Gladly Hero > Settings > Single Sign-On > Toggle on Use SSO > Gladly ACS URL Audience URI (SP Entity ID) – Gladly Hero > Settings > Single Sign-On > Toggle on Use SSO > Gladly Metadata URL Default RelayState – Keep it Blank Name ID format – Select EmailAddress Application username – Select Email Click Next/Finish. Note – If the next step asks, "Are you a customer or partner?" Select I'm an Okta customer, adding an internal app . Click Finish . In the Gladly app in Okta, go to the Assignments tab and add the users that will need to access Gladly via Okta. Click on the Sign On tab and click Copy to copy the

All conversations that were automated by Siena will have the topic " handled-by-siena ".

Background WhatsApp can be configured as an entry point in Gladly. This allows customers to interact with your agents via WhatsApp. Goals Set up WhatsApp to allow inbound and outbound messaging from within Gladly. Estimated Effort 15 minutes Step-by-Step Tutorial & Best Practices See Set Up and Configure WhatsApp for information on setting up WhatsApp. See Respond to Messages From WhatsApp to learn how to communicate with Customers through WhatsApp.