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.

REQUIRED USER ROLE  Administrator PERMISSION OVERVIEW View permissions by role Before you start Review the following information before you connect Corso to Gladly. This is a two-part configuration process that must be done in sequential order: Collect your Signing Key and Corso API Key from Corso. Connect Corso to Gladly and contact Gladly Support to activate the integration. Because Corso created and managed this integration, the rest of the integration documentation can be found in their knowledge base . 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

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

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.

The Basics tile provides Sidekick with the fundamentals. We suggest following certain guidelines as you configure Sidekick Answers to ensure optimal success. Basics consists of three parts: [A] Sidekick name [B] Company name [C] Company description Sidekick name Consider how you would like Sidekick to introduce itself. This section allows you to provide Sidekick with the name and title it will use when engaging with Customers. For example, [Your Brand’s] Virtual Assistant. Remove the Sidekick name for Sidekick Voice Guides Learn more about Voice-specific best practices . Company name Provide Sidekick with the name of your company so that it’s able to use this information where appropriate in replies to Customers. Company description Provide Sidekick with details about your company in order to aid in crafting responses that align with your company’s overall tone. Considerations for using Sidekick Answers with Chat embedded on a mobile app We

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

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

Use the Customer’s email address to find the subscription by searching the associated email address within the message's greeting, signature, and reply chain. The Conversation will be transferred to an Agent when the email address is not present or the subscription is not associated with the email address. Integrations Required Subscription List The integration leveraged to locate the Customer’s subscription (e.g. Recharge). Customer List The integration leveraged to locate the Customer (e.g. Shopify). Subscription Orders List The integration leveraged to locate the specific subscription order (e.g. Recharge, Shopify). Required Memories This module does not require any memories. Memories Generated subscription subscriptions order orders Sub-Actions Ask Email Ask for the Customer’s email address to find the subscription. Required Memories This modifier does not require any memories. Memories Generated email Rule Add Rules to execute in order. Required Memories This modifier does not require

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.

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

Customers calling you typically experience two sets of IVRs: Initial IVR Queue IVR Initial IVR When Customers call you, the number they call is typically linked to the Initial IVR. This is the IVR that usually contains nodes that check for business hours, numbers to block, data dips (e.g., check for rewards points, look up order information, etc.), closes the phones, and others. 'Basic IVR' template The pre-configured, out-of-the-box IVR template named Basic IVR is an example of an Initial IVR. This IVR aims to get the Customer to the correct queue (or Inbox) based on their selection in the Initial IVR to be assisted by the best Agent to help. Once they exit the Initial IVR, they then enter the Queue IVR. You can name the Initial IVR anything you want, but it should be a name that will help you recognize how it

Learn the basics of how the ScreenMeet integration works. Who maintains the integration The ScreenMeet integration is built and maintained by Gladly. Basic scope ScreenMeet is embedded as a widget allowing Agents to sign into ScreenMeet and start a cobrowse session without leaving Gladly. A ScreenMeet browser tab opens outside of Gladly, where Agents can interact with the Customer on your website. How the integration works ScreenMeet creates an AWS Cognito instance for their clients using Gladly. Once created, Agents must be added to the ScreenMeet instance through the ScreenMeet console. Once all Agents are added, Gladly must be given the name of the Cognito instance, which we'll use to configure ScreenMeet in your Gladly environment. Requirements See ScreenMeet's Requirements and Overview doc for additional information about browser and network requirements.