Guides Interface Overview

A Guide is a set of instructions designed to help an AI Agent manage a specific task prompted by a Customer inquiry, such as “Track Order” or “Cancel Order.” Each Guide is built from modular components in order to execute a desired workflow.

Navigate to Guides

Once activated, Guides can be accessed within the Guides view in Gladly Hero.

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

2. Click Guides.  

   

Guide interface

• [A] Gladly Agent – A collection of individual Guides that take actions and answer questions dependent on the type of Customer inquiry. Learn more about setting up Gladly Agents.

• [B] – Changelog – A record of all changes made to the Gladly Agent. Learn more about using the Changelog.

• [C] Test and more options – Test current Guide configurations, rename or duplicate the Gladly Agent.

• [D] Behavior tiles – Configure Gladly AI fundamentals, overall tone, and scenarios that require an Agent for Guides within the Gladly Agent. Set up Automatic Topics.

• [E] Guide status – View Guides within Active, Inactive or Draft statues.  

• [F] Add Guide – Add a new Guide to the Gladly Agent.

• [G] Actions Guide – Help Customers by gathering information, taking actions, and providing responses.

  • Note – “Cancel Order” is example of one type of action Guide. Learn more about naming Guides.

• [H] Questions & Recommendations Guide – The default Guide added to every Gladly Agent. Reply to Customer questions using information available as Public Answers, or available on your website. Learn about setting up Knowledge Sources.  

Influence Guide behavior with tiles

Four key tiles within each Gladly Agent shape how AI behaves:

• [A] Basics

• [B] How to speak to customers

• [C] When to get more help

• [D] Automatic Topics

Tiles influence all active Guide behavior

Tile configurations apply to all active Guides for a given Gladly Agent. Learn more about authoring guidance and handoffs.

Basics

The Basics tile includes fundamental information about the AI assistant. This is where an Admin can provide Sidekick with name, role and company details that will help Sidekick represent itself accurate to the Customer. Learn about recommended best practices to follow when setting up Basics.

How to speak to customers

The How to speak to customers tile allows an Admin to instruct the generative AI assistant as to how to behave, including what type of tone and communication style to use with Customers, and how to incorporate brand voice into responses. Learn more about recommended best practices to follow when adding advice within How to speak to customers.

When to get more help

The When to get more help tile allows an Admin to list specific scenarios where Sidekick should hand the Conversation off to an Agent. For instance, if specific product issues raised by a Customer are better handled by a human agent, an Admin can include this type of inquiry as a handoff scenario and Sidekick will immediately transfer the Conversation to an Agent. Learn more about best practices for configuring handoff scenarios.

A set of default transfer reasons is already built into the product

Guardrails exist to identify when a Customer inquiry should be automatically transferred before Sidekick provides a response.

When to get more help tile is limited to 10 handoff scenarios

Add up to 10 items within this tile.

Automatic Topics

The Automatic Topics tile allows Administrators to leverage AI to automatically classify customer intent. When enabled, the system identifies the purpose of a conversation and applies the relevant Topic to any interaction using a Guide capable of handling multiple types of inquiries. Learn more about adding Topics automatically.  

Test Sidekick

The Test button is accessible in the top right corner within each Gladly Agent. By clicking ‘Test,’ an Admin or Team Manager can simulate a Conversation between a Customer and Gladly, gauging how the collection of Guides might engage with Customer.

Use Customer language when writing tests

In order to produce accurate test results, type a message in the same manner as a Customer might reach out to your team.

Guide Tester interface

When using the Guide Tester, you can simulate different Customer scenarios using the controls at the top of the tester:

• [A] – Select a Customer: Choose a test Customer email to simulate the interaction.

• [B] – Channel Selection: Use this dropdown to toggle between Channels to test Channel-specific logic.

• [C] – Authentication Status: When the channel is set to Chat, use this dropdown to switch between Authenticated and Not Authenticated to test logic using the $isAuthenticated variable.

• [D] – Reset/Link: Use these buttons to clear the current session or copy a link to the test.

• [E] – Message Input: Type your test messages here to see how the Guide responds to the variables you've set.

Test Guides before publishing

The Tester also supports “side-by-side” testing directly within the Guide editing interface. Admins and Team Managers can test, edit and refine both Active and Draft Guides before publishing, in one, unified view. To utilize side-by-side testing:

1. Navigate to the desired Gladly Agent.

2. Click on the Guide you would like to test.

   Side-by-side testing is available for Guides with any status

   Active, Inactive and Draft Guides can all be testing with out publishing or updating the status.

3. Click Test on the top right-hand corner within the Guide.

4. See the tester panel open up next to the Guide.

5. Input test content into the tester panel and view results.

6. Modify Guide content as needed based on results.

   Guides do not have to be published in order to test

   Guide modifications do not have to be saved in order to be incorporated in test behavior. Simply update Guides and run tests in the tester panel, saving only when you’re ready to commit to an adjustment.

7. When you’re ready to publish your Guide, click Save.

   

Test thoroughly after making adjustments within any Guide tiles

We suggest testing using real customer responses after any change or enhancements to your AI set up.

For the Questions and Recommendations Guide, be sure to test after any adjustments to Public Answers as this can impact the information AI may provide to the Customer.