Communications

Generally speaking, Gladly routes Customers to Inboxes based on the Channel used and the Channel's Entry Point setting. In certain situations, if a new inbound email comes in the same email thread as any existing email Conversation, the Conversatio...

Regardless of the Channel you are available in to receive requests from, you cannot be assigned chats or other messaging requests while on a phone call . But, if you are speaking to a Customer and you see an active chat Conversation in their Custo...

Mail can only be routed to you if you're available in the Email, Task, Voicemail Channel. How Mail items are routed When you initially go available in the Email, Task, Voicemail Channel, and if there is a Mail Conversation waiting in th...

This could happen if an email is immediately followed by a chat request from the Customer. When a Customer first reaches out via email, this communication opens a new Conversation in the Conversation Timeline. This email communication is routabl...

If you communicate via email with eBay marketplace Customers in Gladly, email replies to eBay marketplace could bounce if your company domain is not allowed by eBay. Incoming marketplace email subject lines usually follow this format below. C...

It's possible to receive a call and a message notification simultaneously, thus seeing two notification banners. This could occur if you are available on both Voice and Messaging and because Voice operates on an independent routin...

There are several reasons why emails fail to send, including external causes beyond Gladly's control. When delivery fails, Gladly automatically attempts to resend the email every ten minutes for four hours until an "Unknown error" appears in the Co...