AI Sessions Page Overview

The AI Sessions page contains all recent Customer interactions with Gladly AI, detailing its responses and decision-making process for answering questions or deciding when to hand off to Agents. The AI Sessions page corresponds with Guides and Journeys pages – together detailing how Gladly has been configured to respond to and engage with Customers.

The AI Sessions page is only visible to certain permission sets

This page can be accessed by Gladly users with Team Member or Admin permissions. It is not visible to Agents.

Sessions, Conversations and Contacts are all unique measures

The AI Sessions page focuses on AI-led Sessions, rather than Conversations which might be inclusive of both AI and human Agent engagements. Learn more about each term and how they relate to one another.

Find AI Sessions

The AI Sessions page lists recent Sessions that Gladly has had with Customers and provides real-time updates on how Gladly is engaging. Use Search and Filters to find recent Sessions where Gladly engaged.

Gladly AI Session history is preserved for 30 days

When searching for historical Sessions within the AI Sessions view, keep in mind that Sessions are only available for 30 days after the Sessions first started.

You can filter the list of recent Gladly interactions using the following filters:

• Status – Shows whether a Sessions has already been closed or whether it’s still in progress. Possible values are In Progress or Closed.

• Gladly Outcome – Once Gladly has completed its work on a Session, this filter will show the outcome of its interactions with the Customer. Possible values are Gladly Did Not Respond, Gladly Handed Off, and Gladly Resolved. Here’s what those values mean:

  • Gladly Did Not Respond = Gladly transferred the Sessions without sending a Generative AI response to the consumer. For example, the Customer types “Agent” before Gladly sends a response generated by AI, and Gladly immediately transfers to an Agent. These Sessions are not counted as Billable Gladly AI Assisted Conversations.

  • Gladly Handed Off = Gladly responded to the consumer and handed off to an Agent without resolving the Sessions.

  • Gladly Resolved = Gladly responded to the consumer and did not hand off to an Agent during the course of the Session. This Gladly Outcome is only applied to a Session after it has been closed.

• Type – Shows whether Gladly responded to the Customer using an Answer, based on information contained in your company’s Public Answers, or with an Action, based on information contained in your company’s Guides. Possible values are “Answers” or “Actions.”

• Channel – Shows the Channel on which the Session took place. Possible values are “Chat,” “SMS,” or “Phone Call.”

Example use cases

• Resolved Sessions

  • Filter the Sessions list using the “Gladly Resolved” outcome type and review Sessions where Gladly has resolved the Customer issue without needing to hand off to an Agent.

• Handed off Sessions

  • Filter the Session list using the “Gladly handed off” outcome type and review Sessions where Gladly started to help the Customer but handed off to an Agent to resolve the inquiry.

• Sessions where Gladly did not respond

  • Filter the Session list using the “Gladly did not respond” outcome type and review Sessions where Gladly did not respond to the Customer with an AI-generated response and instead handed off to an Agent immediately.

Interpret AI Session details

Click into any Gladly interaction from the AI Session list to see the details of the Customer inquiry, how Gladly responded, and why Gladly decided to respond to the Customer or to hand off to an Agent to resolve the Customer’s inquiry. Review Manage AI Sessions Page to understand how to leverage components of the AI Sessions page for ongoing QA.

Test Sessions

The Test Sessions tab is where you can review all test interactions with Gladly AI in one place. This tab is useful for validating your configuration before going live and for ongoing testing as you make changes.

Test Sessions are generated when you:

• Use the Test button within a Gladly Agent to simulate a Session and test how Gladly responds across your full configuration.

• Use the Test button at the Guide level to test how Gladly handles a specific Guide.

Test Sessions does not include Workflows tests

The Test Sessions tab reflects testing done through the Gladly AI Guides configuration. Tests run within Workflows are not included here.

When viewing a test Session, you’ll see a label “You are viewing a test session” at the top of the page.

Session Status

Every Customer interaction is accessible on the AI Sessions page, with real-time updates and statuses that provide insight into how Gladly engages with Customers.

Below is a table of possible Session statuses.

The Conversation Review panel is a powerful feature that provides complete transparency into how Gladly generates a response or decides to hand off a Session to an Agent.

This review appears within the AI Session page every time Gladly, acting as a "behind-the-scenes", look at its decision-making process.

Use the Conversation Review panel to:

• Gain Clarity: See exactly which Guides, actions, rules, and guidance were used to generate Gladly’s response.

• Improve Quality: For handed-off Sessions, understand precisely why Gladly’s reply failed specific quality checks. This insight is key to refining your Guides and reducing future quality check failures.

Access the Conversation Review panel

1. Click on the top left corner of the screen.

2. Select AI Sessions.

3. Select a Conversation where Gladly has engaged.

4. Click next to Gladly sent a chat to expand the Conversation Review panel.

5. Expand sections within the Conversation Review panel for more details as needed.

Conversation Review panel items are available for each message that Gladly engages with

Click Review Previous Message to go to the prior Conversation Review panel box.

Conversation Review Panel Components

The review is structured into distinct, easy-to-follow sections. Here’s a breakdown of what each section tells you.

[A] Review Previous Message

This section allows you to view the previous Conversation Review panel box for the previous message that Gladly sent to the Customer.

[B] Guide Used

This showcases the Guide that Gladly leveraged to answer the Customer’s inquiry. Click on the Guide name to review its contents.

[C] Section Used and Rationale

This portion of the Conversation Review panel shows the section(s) Gladly used to work through the Customer’s request. It also displays the various action(s), rule(s), and pieces of guidance that Gladly incorporated into its response.

[D] Actions, Evaluated Guide Rules & Guidance Used

This is where Gladly evaluates the items configured within the section. This could include, any selected actions, conditional logic you’ve set up as rules, and individual pieces of guidance.

• Action: This shows the specific action Gladly took within a given Guide section.

  • Example: “Verify Full Name”

• Evaluated Rules: These are the specific conditions Gladly checked against. It will list the rules and whether or not they were met.

  • Example: “full name is verified” or “full name is not verified.”

• Guidance Used: This is the resulting instruction Gladly followed based on the evaluated rules.

  • Example: "If the full name is verified, then go to ask for new shipping address."

[E] Quality Check Results

This part of the Conversation Review panel shows whether Gladly’s proposed response passed or failed the quality check.

• If the response passed, no issues will be flagged.

• If the response failed, Gladly hands off to an Agent, and this section details the precise quality checks that were missed and the rationale.

When the quality check has failed, the Conversation Review will display the following:

• Proposed Response

  • This is the message Gladly would have sent to the Customer, if it had passed the quality check.

• The specific quality checks that have been flagged

  • These flags explain why the proposed response was blocked.

  • Example: Missing action or Unverified information

[F] Gladly Hand Off

If Gladly hands the Session off to an Agent, the Conversation Review panel will indicate the handoff reason and provide a rationale. Handoff reasons can be any of the following:

• A failed quality check

  • “Gladly handed off the conversation due to a failed quality check.”

• Guidance built into the Guide that instigated a handoff

  • “The section guidance led Gladly to perform a handoff with the reason [your section guidance].”

• An action built into the Guide hit an error when run

  • “Something didn’t go as planned when running the Action [Action name].”

• An error occurred when running the Guide

  • “Something didn’t go as planned when running the Guide [Guide name].”

How to Use the Conversation Review Panel

Use the Conversation Review panel to:

• Audit Performance: Check if Gladly is correctly interpreting and executing the actions, rules and/or guidance you’ve configured in your Guides.

• Refine Guides: Review hand off rationales to understand why Gladly passed the Conversation on to an Agent and identify where to update your Guide to better align Gladly’s actions with its language.

• Ensure Quality: Gain confidence that Gladly’s built-in guardrails are working to prevent inaccurate or incomplete information from reaching your Customers.

Quality Checks

Every response that Gladly generates undergoes automated quality checks before reaching the Customer. These quality checks run in the background and act as guardrails to prevent Gladly from sending incomplete, inaccurate, or problematic responses.

Quality check results are visible to Admins and Team Managers within individual Sessions in the AI Sessions page. The information displayed in the Conversation Review panel will vary depending on whether Gladly’s response passed or failed the quality checks.

How Quality Checks Work

Quality checks use a combination of AI-powered algorithms and code-based validations to evaluate Gladly’s proposed responses across three key areas:

When a quality check fails, Gladly automatically hands off the Session to an Agent and provides context about why the response was blocked.

Learn more about quality checks

For detailed information about specific quality check algorithms, how they're configured, and best practices for reducing quality check failures, see Quality Checks Overview.

Handoff to Agent

Gladly always indicates a hand off to an Agent with hand off messaging [B], if the proposed response fails the quality check [A]. Gladly will generate a Handoff summary [C] for the Agent to provide context around the automated exchange prior to the hand off.

• Gladly will always hand off to an Agents whenever it cannot provide a proper initial or subsequent response.

• The handoff message sent to a Customer during a handoff [C] shown as “Hold tight! Calling in one of our Brand Ambassadors to help” is customizable within the “When to get more help” tile in the Gladly Guides interface.