Create and Edit Answers

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  • Published on Jan 30, 2025
  • 6 minute(s) read

REQUIRED USER ROLE 

Administrator, Team Manager, Answer Administrator

Create Answers for different Channels with different Answer types and different Audiences.

Access Answers

  1. Click on the top left corner of the screen.

  2. Click Answers.

  3. From the Answers page, click Add Answer.

  4. On the left panel of the Answer editor, configure the following information:

    • Name – Enter the title for this Answer.

    • View Answer In – The default language in the dropdown is English – United States. But since an Answer can be in multiple languages, choose the language(s) for the Answer you're creating from the dropdown. Click   next to the language. The languages you add move under the View Answer In header.

      • To view the Answer in another language you picked, return to the View Answer In dropdown and click on the language under the View header. Dropdown menu showing language options with Chinese - Traditional highlighted.

    • Audience – A picklist is available if at least one Audience is configured. If you'd like the Answer you're creating to appear under a specific Audience, select the Audience name from the list. You can select as many Audiences as you need. Otherwise, you can leave this field blank.  Dropdown menu for selecting audience options related to pug lovers in different regions.

      • If there's no Audience configured, clicking Create an Audience takes you to the Audience configuration page, where you can create and manage Audiences.

  5. Below Audience, you'll see the four Answer types you can create for every language the Answer has. You'll need to author the Answer content based on the selected language and Audience.  Options for communication methods including reference, email, messaging, and public sharing.

  6. Proceed to create the type of Answer you need.

Number of Answers allowed and character limit per Answer type

Below are the number of Answers you can create per Answer type, including each type's character limits.

  • Reference Answers – No limit and 25k character limit per Answer.

  • Email Answers – No limit and 25k character limit per Answer.

  • Public Answers – 1,000 Answers per language or Audience or a combination of both if applied to Help Center and a 25k character limit per Answer. Otherwise, there's no limit.

    • Note – The 1,000 Public Answers limit applies to each Help Center.

  • Messaging Answers

    • Note – While a Messaging Answer can contain up to 2048 characters, the limit is automatically applied upon using the Answer for the Channels below, and you won't be able to send the message until the message meets character limits.

      • Chat and WhatsApp – 2048 characters

      • SMS/Text – 1600 characters

      • Facebook Messenger – 640 characters

Create a Reference Answer

  1. Click next to the Reference option on the left side panel. A card for the Reference Answer will pop up, ready for you to fill in.

    • Internal Check Box – If you want the Reference Answer to be internal (i.e., for Agent eyes only or voice scripts), click on the Internal box on the top of the Reference Answer card. If you'd rather keep it general, move straight on to the next step.

  2. Click into the content box and start typing your Answer.

  3. When you finish your Reference Answer, decide if you want to add any other Answer type(s). Click next to Email, Messaging, or Public to create a version of the Answer in the same language or Audience if it's selected.

    • Multiple Languages – If the Answer is intended to be in various languages, click the View Answers In dropdown and click the language under the View header to open the editor for the selected language.

  4. Click Create when you're done.

SIP addresses

SIP (Session Initiation Protocol) address is used to identify users on a phone or email network. SIP addresses resemble email addresses and are written in the following format:

  • sip:y@z:port where y=username and z=host (domain or IP)

When SIP addresses are stored as a Reference Answer, they appear as a clickable link that copies the address and can be pasted to a Note, Task, or to dial another participant during a phone call.

List of SIP addresses for four different stores with corresponding email formats.

Create an Email Answer

  1. Click next to the Email option on the left side panel. A card for the Email Answer will pop up, ready for you to fill in.

  2. In the Email Subject field, enter the subject of the email. This subject will automatically apply to the Agent's email response and replace any previous email subject. If you'd prefer the response, always follow the previous email subject in the thread. Leave this field blank.

  3. If you want to include an Internal Note for Agents, click on the Internal Note section and type into the field that pops up.

  4. Click into the content box and start typing your Answer.

  5. When you finish your Email Answer, decide if you want to add any other Answer type(s). Click next to Reference, Messaging, or Public to create a version of the Answer in those Answer types.

Create a Messaging Answer

  1. Click next to the Messaging option on the left side panel. A card for the Messaging Answer will pop up, ready for you to fill in.

    • Internal Note – If you want to include an Internal Note for Agents, click on the Internal Note section and type into the field that pops up. Internal Notes for a Message Answer will automatically apply to the Email Answer and vice versa.

  2. Click into the content box (right under the formatting ribbon), and start typing your Answer.

  3. When you're done with your Messaging Answer, decide if you want to add any other Answer type(s). Click next to Reference, Email, or Public to create a version of the Answer in those Answer types.

Create a Public Answer

  1. Click next to the Public option on the left side panel. A card for the Public Answer will pop up, ready for you to fill in.

  2. In the Title field, add a Customer-facing Answer name visible to your Customers when viewing the Answer in the Glad App or on your Help Center page.

  3. Click into the content box and start typing your Answer.

  4. When you're done with your Public Answer, decide if you want to add any other Answer type(s). Click next to Reference, Email, or Messaging to create a version of the Answer in those Answer types.

Edit an Answer

  1. Click on the top left corner of the screen.

  2. From the list of options, click Answers to be taken to the Answers page, where you'll see a list of all your Answers in Gladly.

  3. Scroll through the list and select the Answer you wish to edit. You can also narrow down the results by typing a search term into the filter at the top left of the screen or using the Language,  Channel, or Audiences filters.

  4. From the Answer edit page, start editing the Answer you want to change. Any languages that exist for the Answer are now listed in the "View" section of the "View Answer In" dropdown instead of the "Add" section.

  5. When you're happy with your edits, click Save.

Delay updating an Answer title

It could take up to 60 seconds for a new Answer title to update from the moment it's saved.

Revision History

You can see the history of who and when an Answer was last updated by looking at the Revision History section on the left side of the Answers Panel, but you can't revert an Answer to a previous version.

Clickable phone numbers and email addresses

Phone numbers in any format become clickable in the Answers Panel to make an outgoing call.

Email addresses are clickable to copy to the clipboard.

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