Answer Type Definitions
  • 29 Jun 2021
  • 2 Minutes To Read
  • PDF

Answer Type Definitions

  • PDF

Gladly lets you create four different types of Answers so that the content and length of responses are suitable for the Channel the Customer reaches out on — that means longer, more detailed Answers on email, and shorter, more to-the-point answers for messaging Channels like SMS, Facebook Messenger, and chat.

There are four Answer Types to choose from. They are also symbolized by the following icons across the Answers page:

  • [A] Reference
  • [B] Email
  • [C] Messaging
  • [D] Public

Each of the four Answer Types can also be created in any language — meaning a single Answer can have any number of channels, languages, or locations (such as American English vs. British English) associated with it. We currently support 18 languages. If there's a language you need that doesn't appear available, reach out to Gladly Support, and we can easily add it.

Reference Answers

Reference Answers serve two purposes in Gladly depending on whether they're 'Internal' only or if they can be used for Customers.

Internal Reference Answers

An Internal Reference Answer is typically for Agents only and shouldn't be shared with Customers. It's there to provide context, guidance, or insight into internal policies like when a Customer is entitled to a full refund and when they're not. 

When to use Internal  Reference Answers

  • Provide Agents with a specific context, guidance, or insight into how or when an Answer should be used.
  • Share internal policies with Agents (e.g., in what situations a Customer should receive a full refund vs. just a partial one).

Reference Answers

A Reference Answer that isn't marked 'Internal' can be shared with Customers. They usually provide additional context or guidance to an Answer or even voice scripts to help Agents serving Customers over the phone.

While Reference Answers can't be inserted directly into a response, if you find content that might be useful to the Customer—and it isn't Internal—you can 'copy+paste' it into your reply. 


When to use Reference Answers

  • Provide Agents with additional context or guidance to using an Answer.
  • Set out a script or template for Agents responding to Customers over the phone.

Email Answers

Email Answers are specifically tailored for use in email replies to Customers. Sometimes an Email Answer may contain a Description. Descriptions provide guidance on how or when to use an Answer and won't be shared with your Customer when you use it. 

When to use Email Answers

  • Provide Customers with full, detailed explanations on their issues in an email response.

Messaging Answers

Message Answers are used when responding to Customers on SMS, Chat, or Facebook Messenger. They're typically shorter than Reference and Email Answers since messaging channels aren't suited for long chunks of text.  

Like Email Answers, Messaging Answers can sometimes come with a Description. Descriptions guide how or when to use an Answer but won't be shared with your Customer when you use it.

When to use Messaging Answers

  • Provide Customers with short, to-the-point answers to their questions.

Public Answers

Public Answers are Answers your Customers see when leveraging self-service through the Sidekick and/or Help Center.

When to use Public Answers

  • Empower Customers to find the solutions they need without speaking to an Agent first. These Answers can be displayed on your Help Center, as Sidekick Quick Actions, or be pulled into any page on your website.

Was this article helpful?