Manage Conversations

There are two ways to receive new Customers to assist in Gladly. You can: Click the Next button adjacent to the Availability Controls . Click the Next or Close & Next button adjacent to Topics . Customers routed or manually...

Conversations are closed when no additional replies or interactions are required with the Customer because their request has been resolved. A few ways to close a Conversation depend on the Channel you are working on. Close & Next C...

Conversations are considered closed after clicking Close/Close & Next . Conversations are usually reopened if a particular issue is unresolved or lacks additional information to close fully. Create a new Conversation Reopen th...

Use the Notifications Center to monitor updates and recent activities on Customer items like Tasks and Notes assigned to you, that you are following or mentioned in. It's a great way to stay in tune with activities happening with Customers no...

Use the Note feature to add additional depth and detail about a Conversation, a Customer, or anything you need to jot down for you or your team to see about the Customer. Anything you leave as a Note is for internal use only. Add a Note...

See a list of Customer Profiles you recently viewed without searching or remembering the Customer details. Click  on the top right area of the screen. Below the search bar, you'll see a list of (up to) the last 50 Customer Prof...

Hover over the date or time on the Conversation Timeline to see an event's exact date and time. For example, the image below shows Mar 17. Hovering over the date shows that Adam replied to the email on Mar 17, 2022, at 6:32 pm . The date/time appe...

A Conversation Timeline can consist of several Conversations, which depends on the number of times the Customer has reached out to your company for help. If a Customer reaches back out about an issue in a previous Conversation, you won’t need to...

Apply Topic for every Conversation It's good practice to apply a Topic to every Conversation even if it's not required. This helps keep track of your Customer issues and discover if there are any patterns or recurring themes to get to the r...

There are situations where you may need to re-assign a Conversation to a different Inbox or Agent if a different skill/specialization is required to help the Customer. For example, you can reassign a Conversation to an Inbox specializing in billing...

Tagging a Conversation as No Reply Needed stops the countdown (SLA)/due date within which you must respond to the Customer. Mark a Contact in a Conversation as 'No Reply Needed' Not every Customer interaction warrants a response. If you’ve ...

Find Answers to use in Conversations (or insert them as a reply, a Note, or a Task) right from the Answers Panel. Search and use Answers From a Customer's Profile, click  to open the Answers Panel. Pick which language or Aud...

Quickly access the Answers you use the most—regardless of the Answer type, Audience, or Language by marking them as favorites. Favorited Answers appear first every time the Answers Panel is opened and are indicated by a star icon. Mark Answer ...

The Customer Profile is a record of everything your company knows about a Customer, which includes the Customer's: Contact details (address, email, phone number, social media handles, etc.) Historical Conversations Preferences ...