Create and Edit Answers
  • 14 Apr 2022
  • 5 Minutes To Read
  • PDF

Create and Edit Answers

  • PDF

REQUIRED USER ROLE 
Administrator, Team Managers, Answer Administrator

Create Answers to use across different Channels, with different Answer types, and for different Audiences. Review the composition toolbar overview to learn the editor and formatting features on each Answer type.

Access Answers 

  1. Click the menu icon 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 the green + icon next to the language. The languages you add move under the View Answer In header.
      • To view the Answer in another language you picked, go back to the View Answer In dropdown and click on the language under the View header.
    • 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.
      • 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 individual language the Answer has. You'll need to author the Answer content based on the selected language and Audience.

Create a Reference Answer

  1. Click the green + icon 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're done with your Reference Answer, decide if you want to add any other Answer type(s). Click the green + icon 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.
Tip - Reference Answers character limit
Reference Answers can have up to 25k characters.

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.

Create an Email Answer

  1. Click on the green + icon 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're done with your Email Answer, decide if you want to add any other Answer type(s). Click the green + icon next to Reference, Messaging, or Public to create a version of the Answer in those Answer Types.
Tip - Email Answers character limit
Email Answers can have up to 25k characters.

Create a Messaging Answer

  1. Click on the green + icon 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 made 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 the green + icon next to Reference, Email, or Public to create a version of the Answer in those Answer Types.
Tip - Messaging Answers character limit
  • Chat, Twitter, Whatsapp - 2048
  • SMS/Text - 1600
  • Facebook Messenger - 640

Create a Public Answer

  1. Click on the green + icon 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 Sidekick 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 the green + icon next to Reference, Email, or Messaging to create a version of the Answer in those Answer Types.
Tip - Public Answers limit
  • Public Answers can have up to 25k characters.
  • You can include up to 1,000 Public Answers in a Help Center.

Edit an Answer

  1. Click the menu icon 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.
Note - 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 pane, 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 Pane to make an outgoing call.

Email addresses are clickable to copy to the clipboard.


Was this article helpful?