Answer Threads Interface Overview

Guides

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

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

2. Click Guides.  

3. Click  again on the top left corner of the screen to reveal additional pages.

Answer Threads is comprised of three key pages.

• [1] Conversations

• [2] Guides

• [3] Test Sidekick

Sidekick Conversations

The Conversations page allows an Admin or Team Manager to view Customer Contacts who have engaged with Sidekick.

The Conversations page is key for monitoring Answer Threads performance

We suggest utilizing these pages to regularly review engagements between your Customers and Answer Threads. Review maintenance recommendations for steps to take to ensure top performance.

Guides

The Guides page is home to all the components that allow an Admin to set up Sidekick basics, instruct the generative AI assistant as to how to behave, as well as configure the Answer Audiences and Languages for Sidekick to use.

Test Sidekick

The Test Sidekick page allows an Admin to “talk” with the configured generative AI assistant and see how it responds by typing a message in the same manner as Customer might reach out to your team.

Test thoroughly prior to turning on Answer Threads

Test thoroughly prior to turning on Answer Threads. We suggest testing using real customer responses after any change or enhancements to your Sidekick set up. Be sure to test after any adjustments to Public Answers as this can impact the information Sidekick may provide to the Customer.