Entry Points Settings Overview
  • 21 Jul 2022
  • 4 Minutes To Read
  • PDF

Entry Points Settings Overview

  • PDF

The Entry Points page allows you to configure which Inbox incoming Customer requests queue and set SLA on the Entry Point level to override Inbox SLA settings.

Channel sections

Each Channel in Gladly appears as sections, as shown in the gif below.

Gladly currently supports the following Channels.

  • Email
  • Voice
  • SMS
  • Chat 
  • Facebook Messenger
  • Instagram Messaging
  • Twitter Direct Messages
  • WhatsApp

Click the down caret icon on a Channel's section to see options to configure a Channel's Entry Points and SLA settings.


Tip - Channel Entry Points appear as soon as they're added to Gladly
Whenever you connect a new Channel Entry Point to Gladly, like an Instagram Messaging account, or if you purchase a new SMS number, they're immediately available as Entry Points under the relevant Channel on the Entry Points page.

Channel Entry Points Channel overview

A Channel's Entry Point section contains the following information.

  • [A] – The Channel section name.
  • [B] – The primary Inbox all Channel Entry Points are pointed to unless an exception(s) is added.
  • [C] – The Entry Point SLA for the Channel's primary Inbox.
    • The SLA value in the gray text is the primary Inbox's SLA. Changing the primary Inbox updates the SLA value based on the selected Inbox's SLA value.
    • The SLA value is in the black text if SLA is set on the Entry Point.
  • [D] – List of Entry Point Exceptions not using the Channel's primary Inbox.
  • [E] Displays a Channel's primary Inbox. All inbound communications from the Channel's Entry Points go to this Inbox unless exceptions are created.
  • [F] –  Displays the SLA for the Channel's primary Inbox. It says 0 minutes if Entry Point SLA is not used.
    • If Entry Point SLA is used, the SLA value is displayed.
  • [G] – Displays the total number of Entry Points available for the Channel. In this example, there are eight available Entry Points (email addresses) available for use on the Email Channel.
    • If it shows "0 of X Entry Points," it means all available Entry Points are linked to an Inbox, and you will not be able to add more exceptions.

Channel Primary Inbox

Primary Inbox is the Inbox that every Entry Point in a particular Channel is linked to. Adding any new Entry Points on any Channel automatically uses a Channel's primary Inbox configuration. For example, if you have eight email addresses, inbound emails from all eight Entry Points queue in the Channel's chosen primary Inbox unless exceptions are created. And if you add a new email address, it automatically queues inbound emails to the email Channel's primary Inbox, unless an exception is created to link the new email address to a different Inbox and/or SLA setting instead.

  • If you're adding the very first Entry Point for a particular Channel, ensure you have the correct primary Inbox selected for the Channel. If not, create an exception.
  • You can change a Channel's primary Inbox as needed.

Entry Point Exceptions

Entry Points for a Channel will always use the Channel's primary Inbox configured in the Entry Points page unless exceptions are added. Newly added Entry Points for any Channel use a Channel's default Entry Point settings (primary Inbox and SLA) unless an exception is created.

In the image above, all of the eight Email Entry Points (email addresses) point to the General Email Inbox. This means every inbound email from the eight email addresses queue in the General Email Inbox. But what if you want to exclude two of the eight email addresses from using the Channel's default Entry Point settings? This is where Exceptions come into play. Suppose the email addresses below are the ones you want to exclude from using the email Channel's default settings:

  1. help@retalestores.com – Inbound emails should go to the Retale Retail Centers Inbox instead of the General Email Inbox.
  2. urgent@retalestores.com – Inbound email should go to the VIP Team, which has a faster SLA than the General Email Inbox.

In the image above, inbound emails from help@retalestores.com queue in the Retale Retail Centers Inbox instead of the Channel's primary Inbox, which is General Email Inbox. Emails from urgent@retalestores.com queue in the VIP Team Inbox, plus the Entry Point SLA of 720 minutes (12 hours), trumps the longer SLA of the General Email Inbox.

Note about SLA values

  • The SLA value in the gray text is the selected Inbox's default SLA. Changing the primary Inbox updates the SLA value based on the Inbox's SLA value.
  • The SLA value is in the black text if SLA is set on the Entry Point.

Because of the two exceptions, the default settings now show it applies to only 6 of the 8 Entry Points.

Tip - No available Entry Points to link
If the counter shows "0 of X Entry Points," it means all available Entry Points are linked to an Inbox, and you will not be able to add more exceptions. In this case, the + Add exception link is hidden until there's at least one available Entry Point to link to an Inbox.

Multiple Exceptions

You can select multiple Entry Points as exceptions if they point to the same Inbox or use the exception's Inbox SLA.

'Revert changes' and 'Save' button

Whenever a Channel's Entry Point settings are updated, whether you added a new exception, updated the SLA, changed the primary Inbox, etc., the Unsaved changes tag immediately appears. You must click Save to commit any changes. Click Revert changes to undo any changes or leave the page to cancel changes you did not save.


See Set Up Channels and Entry Points and learn how to set up Entry Points and Exceptions.


Was this article helpful?