Best Practices for Basics

The Basics tile provides Gladly with the fundamentals. We suggest following certain guidelines as you configure Gladly AI to ensure optimal success.

Basics consists of three parts:

[A] – Gladly AI name

[B] – Company name

[C] – Company description

[D] – Greeting

[E] – Greeting guidance field & settings

Gladly AI name

Consider how you would like Gladly to introduce itself. This section allows you to provide Gladly with the name and title it will use when engaging with Customers. For example, [Your Brand’s] Virtual Assistant.

Remove the Gladly AI name for Gladly Voice Guides

Learn more about Voice-specific best practices.

Company name

Provide Gladly with the name of your company so that it’s able to use this information where appropriate in replies to Customers.

Company description

Provide Gladly with details about your company in order to aid in crafting responses that align with your company’s overall tone.

Greeting

The Greeting section controls how your Gladly Agent welcomes Customers at the start of a Conversation. For Voice, use Dynamic greetings for flexibility and personality, Static for strict consistency in the Greeting guidance field section.

Considerations for using Gladly AI with Chat embedded on a mobile app

We suggest explicitly mentioning that service can be provided both online or through the mobile app in the company description field. Customers may have questions about the app itself and including this information in the description can help reduce the number of handoffs to an Agent.

As an example, you might include a statement like this: “Our company provides a range of beauty and cosmetic products available to purchase both online and through a dedicated mobile app.”