Connect or Disconnect Gladly Agents from an Entry Point

Use Gladly Agent Entry Points to control which Channels (e.g., Chat, Email, etc.) and Entry Points (e.g., email address, a Chat ID/widget) Gladly AI is available in, allowing Customers to engage with Gladly first before their question is resolved or before they are handed off to an Agent for human assistance.

The Gladly Agent Entry Points area is where you can connect or disconnect Gladly AI to activate it on your selected Channels.

Connect a Gladly Agent to a Channel Entry Point

• Click on the top left corner of the screen.

• Click Guides.

• Click the list of Gladly Agents, then select Connect Entry Points.

   

• The Gladly Entry Points page displays all available Gladly Agents.

Under the Entry Points column per Gladly Agent [1], select which Entry Point(s) [2] you’d like the Gladly to engage in [3] using the specific Gladly Agent.

• You can select all Channel Entry Points at once if you want to use the same Gladly Agent by clicking the Channel name [A], or select specific Entry Points [B].

• Tip

  • Entry Points already assigned to a Gladly Agent are visible but unclickable.

  • There must be at least one Entry Point for the Channel to be available in the list.

  • Click the Gladly Agent name to view it.

6. Click Save.

7. Saved Entry Points appear on the list.

   
   

   The Structured Threads pill appears, indicating if the Agent is configured as a Thread.

   

Disconnect a Gladly Agent from an Entry Point

1. From the Guides page, click the list of Gladly Agents, then select Connect Entry Points.

   

2. The Gladly Entry Points page displays all available Gladly Agents.

3. Under the Entry Points column for the Gladly Agent, uncheck the box next to the Entry Point, then click Save.