Set Up a Gladly Agent

Gladly Agents let you define how Gladly behaves in different contexts — including its tone, decision-making behaviors, and the associated collection of Guides it can use. Create and manage Gladly Agents directly within the Guides interface.

Why use multiple Gladly Agents?

Many brands support more than one Customer experience. Multiple Gladly Agents allow you to tailor Gladly’s behavior for each of those experiences while keeping everything organized in one place.

Each Gladly Agent has a set behavior tiles, that influence Gladly’s:

• Voice and tone

• Decision‑making behaviors

• Which Guides Gladly can reference

This makes it easy to ensure Gladly responds appropriately depending on context.

Common examples include:

• A retail storefront vs. a kids or outlet storefront

• Regional brands or sub‑brands with different messaging styles

• Experiences that require different levels of formality, empathy, or automation

For example, you might want a more playful tone and a specific set of Guides for a kids storefront, while your main retail store uses a more neutral tone and a broader Guide collection.

Before you start

• You must have access to Guides as an Admin or Team Manager.

• Gladly must already be implemented for your organization.

Create your first Gladly Agent

If you don’t have any Gladly Agents set up yet, the Guides interface will guide you through creating one.

1. Select Guides from the main menu.

2. Click Create Gladly Agent.

   

3. Enter a unique name for the agent.

   Gladly Agent names cannot be duplicates

   You will only be able to save a new Gladly Agent with a unique agent name.

4. Choose a name that clearly reflects its purpose (for example, Retail Store or Kids Store).

5. Click Create.

6. The new Gladly Agent will appear in the agent drop down.

7. Navigate to the newly created agent to configure the agent’s behavior tiles and set up Guides.

Once saved, this agent becomes available for use with Gladly and can be edited at any time.

Add additional Gladly Agents

If you already have one or more Gladly Agents, you can create additional agents to expand your collection.

1. Select Guides from the main menu.

2. Click on an existing Gladly Agent name.

   

3. Select Create Gladly Agent.

   

4. Enter a unique name for the new agent.

   Gladly Agent names cannot be duplicates

   You will only be able to save a new Gladly Agent with a unique agent name.

5. Click Create.

6. The new Gladly Agent will appear in the agent drop down.

7. Select the newly created agent to configure the behavior tiles and set up Guides for this agent.

   These settings are independent from your other agents.

   Basic agent information, advice, transfer conditions as well as the associated collection of Guides is unique to each Gladly Agent.

   The new agent will be added alongside your existing agents and can be managed individually.

Connect Gladly Agents to entry points

To make sure each agent is used in the right customer experience, you’ll need to connect agents to Entry Points.

Entry Points represent the ways Customers contact you — such as chat widgets, email addresses, or SMS numbers. By connecting a Gladly Agent to specific Entry Points, you control where and when that agent’s behavior is applied.

This is especially important if you use multiple agents. For example, you might connect a Kids Store agent to the chat widget on your kids storefront, while your main Retail Store agent is connected to your primary support email or Chat Entry Points.

Connecting agents to Entry Points ensures Gladly uses the correct tone, behavior, and set of Guides for each Customer interaction.

For step-by-step instructions, see Connect or Disconnect Gladly Agents from an Entry Point.

Managing and updating Gladly Agents

You can return to the Gladly Agents section at any time to:

• Edit agent names

• Update behavior tiles

• Adjust which Guides are available to each agent

Changes are saved per agent, allowing you to refine Gladly’s behavior without affecting other experiences.