Helping Customers

Customer Profiles can't be unmerged once they are merged. While this is irreversible, you can take steps to patch this issue and separate the unrelated Profiles. See Accidental merging of unrelated Profiles to learn what you can do in this sc...

If a Customer inadvertently sends you private account details or sensitive personal information, it's best that the information is not stored in Gladly. Administrators can delete images, attachments, documents, etc., directly from the Convers...

If you're unable to close a Conversation, it is usually because there is an active phone call. To resolve this, check the Conversation Timeline to ensure there are no ongoing phone calls. Additionally, if your organization requires Topics, make sur...

If you see Customers waiting in the queue but you are not receiving/being routed phone calls, email, chats, etc., make sure of the following: Make sure you are available to receive work. Check your Channel Availability to accept work . Th...

If you’re getting the error “you’ve reached the maximum limit of customers that can be assigned at one time,” you’ve reached the maximum number of Messaging Customers that can be assigned to you as configured in the Messaging Routing setting . You ...

If a Customer's messages (chat, SMS, etc.) or phone calls appear on a different, unrelated Customer Profile, there are two common reasons why this happens: The Customer's Profile was accidentally merged with the unrelated Profile. Check ...

Notifications like the one below are typically accompanied by sound to audibly notify you of a request from a Customer. The notification banner and the chime (notification sound) plays only if you are assigned the Customer who sent a...